Service Desk - IT Healthcare; Mid Shift

Overview

The Technical Service Desk Analyst provides first and second level support to healthcare employees and patients while delivering a high degree of customer service within acute and post-acute clinical environments. This role supports clinicians by troubleshooting technical and clinical application issues, contributing to patient care efficiency, and maintaining strong communication throughout issue resolution.

Job Title:

Clinical Service Desk Analyst

The Technical Service Desk Analyst provides first and second level support to healthcare employees and patients while delivering a high degree of customer service within acute and post-acute clinical environments. This role supports clinicians by troubleshooting technical and clinical application issues, contributing to patient care efficiency, and maintaining strong communication throughout issue resolution.

Candidate will be scheduled for one weekend shift per week.

• Receive incoming calls from the client community, provide first-level support, and document customer information and troubleshooting steps
• Research, resolve, and respond to clinical and technical questions received through phone calls, emails, and other channels
• Provide timely callbacks and escalate issues to the appropriate individual or group when necessary
• Assist in resolving user and support issues across company sites to support knowledge sharing and user satisfaction
• Routinely contribute to the Clinical Knowledge Base
• Provide accurate and creative solutions to moderate user issues to support productivity
• Maintain current knowledge of relevant clinical and technical product offerings and support policies
• Participate in team projects focused on improving quality and efficiency within the resolution center
• Assist with special clinical product-related issues as needed
• Learn and gain experience in clinical workflows within EMR systems such as Epic, Cerner, Meditech, and Allscripts
• Support clinicians throughout the patient admit-to-discharge process
• Work directly with physicians and nurses to troubleshoot technical problems impacting patient care

• Minimum HS diploma
• Basic typing skills
• Knowledge of Citrix and VPN
• Experience troubleshooting printers, web browsers, local and web-based software issues, and basic network issues
• Experience utilizing an ITSM to document incidents and requests
• Strong listening, verbal, and written communication skills
• Strong sense of urgency with the ability to multi-task and maintain attention to detail
• Positive attitude and willingness to learn EMR applications and workflows for level 1 support
• 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 skills
• Ability to work independently and collaboratively in a team environment under pressure
• Interest in the clinical or medical space with a strong desire to learn
• Minimum of 18 months experience working in a Service Desk Analyst role preferred
• Previous experience in a nursing, medical, or pharmacy field is a plus
• Previous experience working within EMR applications such as Epic, Cerner, or Allscripts is preferred
• HDI Support Center Analyst Certification is a plus