Service Desk - IT Healthcare

Service Desk - IT Healthcare (Days)

The Technical Service Desk Analyst provides first and second level support to healthcare employees and patients, employing a high degree of customer service and clinical knowledge within acute and post-acute environments. The role involves resolving clinical issue resolution knowledgebase and following through with clinicians, supporting one weekend shift per week.

• Receive incoming calls from client community, provide first level support, document each call verifying customer information and all troubleshooting steps.
• Research, resolve, and respond to clinical and technical questions received via telephone calls, emails, and other channels. Callbacks in a timely manner and elevate problems to appropriate individuals/groups.
• Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.
• Routinely contribute to Clinical Knowledge Base.
• Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity.
• Acquire and maintain current knowledge of relevant Clinical and technical product offerings and support policies to provide technically accurate solutions to customers.
• Participate in team projects that enhance the quality or efficiency of the resolution center and assist with special Clinical product‑related issues as needed.
• Learn and gain experience in clinical workflows within leading EMR systems such as Epic, Cerner, Meditech, Allscripts, etc.
• Support clinicians from admit to discharge of a patient and leverage that hands‑on experience and knowledge for career advancement beyond internship.
• Work directly with physicians and nurses to address/troubleshoot technical problems impacting patient care.

• Basic typing skills.
• Knowledge of Citrix and VPN.
• Experience troubleshooting printer, web browser, local and web‑based software issues, and basic network issue assessment and troubleshooting.
• Utilize an ITSM to document incidents and requests.
• Strong listening, verbal, and written communication skills.
• Strong sense of urgency and ability to multi‑task effectively with attention to detail.
• Positive attitude to learn EMR applications for level 1 support and its workflow.
• Well‑developed organizational, communication, and time‑management skills.
• Strong business maturity and professionalism.
• Ability to troubleshoot, analyze, and resolve customer concerns.
• High technical aptitude and strong PC literacy skills including function and capabilities.
• Ability to work independently as well as part of a team and function well under pressure.

• Ideal candidate has interest in the clinical, medical space and a driven personality with desire to learn, strong communication and customer service skills.
• Minimum of a high school diploma.
• Minimum of 18 months experience working in a Service Desk Analyst role preferred.
• Previous experience working in a nursing or medical/Pharmacy field is a plus.
• Previous experience with a major clinical EMR application (Epic, Cerner, Allscripts, etc.) preferred.
• HDI Support Center Analyst Certification is a plus.

HTC Global Services provides a comprehensive benefits package including Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, and Wellness programs. The company is committed to inclusion and diversity, fostering a workplace free from discrimination and harassment.

• Seniority Level: Entry level
• Employment Type:
  
  Full‑time
• Job Function:
  Information Technology
• Industry: IT Services and IT Consulting

Location:

Mount Clemens, MI
Salary: $15.61‑$18.62 per hour