Service Desk - IT Healthcare; PT

Service Desk Analyst (Healthcare IT Support)
Overview / Summary

The Technical Service Desk Analyst provides first and second level support to healthcare employees and patients, delivering a high degree of customer service and applying clinical knowledge within acute and post-acute environments. This role involves supporting clinical workflows, resolving technical and clinical issues, and contributing to improved patient care through effective issue resolution.

• Receive incoming calls, provide first-level support, and document all interactions including customer information and troubleshooting steps.
• Research, resolve, and respond to clinical and technical inquiries via phone, email, and other channels.
• Perform timely callbacks and escalation of unresolved issues to appropriate teams.
• Assist in resolving user and support issues across company sites to ensure knowledge sharing and user satisfaction.
• Contribute regularly to the Clinical Knowledge Base.
• Provide accurate and creative solutions to moderately complex user issues to maintain productivity.
• Maintain current knowledge of clinical and technical product offerings and support policies.
• Participate in team projects to improve resolution center quality and efficiency.
• Support clinicians throughout the patient lifecycle from admit to discharge.
• Work directly with physicians and nurses to troubleshoot technical issues impacting patient care.
• Learn and gain experience in clinical workflows within EMR systems such as Epic, Cerner, Meditech, and Allscripts.

• Minimum high school diploma.
• Minimum 18 months of experience in a Service Desk Analyst role preferred.
• Basic typing skills.
• Knowledge of Citrix and VPN.
• Experience troubleshooting printers, web browsers, local and web-based software, and basic network issues.
• Experience using an ITSM tool to document incidents and requests.
• Strong listening, verbal, and written communication skills.
• Strong attention to detail with ability to multitask and maintain urgency.
• Positive attitude and willingness to learn EMR applications and workflows.
• Strong organizational, communication, and time management skills.
• Professionalism and business maturity.
• Ability to troubleshoot, analyze, and resolve customer concerns.
• High technical aptitude and strong PC literacy.
• Ability to work independently and as part of a team under pressure.
• Interest in the clinical or medical field with a strong desire to learn.
• Previous experience in nursing, medical, or pharmacy field is a plus.
• Experience with EMR systems (Epic, Cerner, Allscripts, etc.) preferred.
• HDI Support Center Analyst Certification is a plus.
• Willingness to work at least one weekend shift (Saturday or Sunday) each week.

• Group Health (Medical, Dental, and Vision) coverage.
• Paid Time Off.
• Paid Holidays.
• 401(k) matching.
• Group Life and Disability insurance.
• Professional Development opportunities.
• Wellness programs.
• Other perks and benefits.

HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect.