Service Desk - IT Healthcare; PT

Job Title: Clinical Service Desk Analyst

The Clinical 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 care environments. This role supports clinicians, resolves clinical and technical issues, contributes to the Clinical Knowledge Base, and gains experience with leading EMR systems. Employees are required to work at least one weekend shift (Saturday or Sunday) each week.

• Receive incoming calls from the client community, provide first-level support, and document each interaction, including customer information and troubleshooting steps.
• Research, resolve, and respond to clinical and technical questions received through phone, email, and other communication channels.
• Provide timely callbacks and escalate issues to the appropriate individuals or groups when necessary.
• Assist in resolving user and support issues across company sites to promote knowledge sharing and improve user satisfaction.
• Routinely contribute to the Clinical Knowledge Base.
• Provide accurate and creative solutions to user issues of moderate complexity to support productivity.
• Maintain current knowledge of relevant clinical and technical products and support policies.
• Participate in team projects that improve the quality and efficiency of 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 issues impacting patient care.
• Utilize clinical issue resolution knowledge resources to support patient care and follow up with clinicians regarding reported issues.

• Minimum high school diploma.
• Basic typing skills.
• Knowledge of Citrix and VPN technologies.
• Experience troubleshooting printers, web browsers, local and web-based software, and basic network issues.
• Experience utilizing an ITSM system to document incidents and requests.
• Strong listening, verbal, and written communication skills.
• Strong sense of urgency with the ability to multitask 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 while performing effectively under pressure.

• Minimum 18 months of experience in a Service Desk Analyst role.
• Interest in the clinical or medical field with a strong desire to learn.
• Strong customer service and communication skills.
• Previous experience in a nursing, medical, or pharmacy environment.
• Experience working with major clinical EMR applications such as Epic, Cerner, or Allscripts.
• HDI Support Center Analyst Certification.

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

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

We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

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