Service Desk - IT Healthcare

Clinical Service Desk Analyst

The Clinical Service Desk Analyst provides first- and second-level support to healthcare employees and patients, delivering a high level of customer service while supporting clinical environments across acute and post-acute care settings. This role involves resolving clinical and technical issues, contributing to a clinical knowledge base, and supporting clinicians throughout the patient care process. Candidates will be scheduled for one weekend shift per week.

• Receive incoming calls from the client community, provide first-level support, and document calls, customer information, and troubleshooting steps.
• Research, resolve, and respond to clinical and technical questions received through phone, email, and other channels.
• Provide timely callbacks and elevate issues to the appropriate individual or group 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 product offerings and support policies.
• Participate in team projects that improve resolution center quality and efficiency.
• Assist with special clinical product-related issues as needed.
• Learn and gain experience with 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.

• Minimum high school diploma.
• Basic typing skills.
• Knowledge of Citrix and VPN.
• Experience troubleshooting printers, web browsers, local and web-based software issues, and basic network issues.
• Ability to utilize 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.
• Well-developed organizational, communication, and time-management skills.
• Professionalism and business maturity.
• Ability to troubleshoot, analyze, and resolve customer concerns.
• Strong technical aptitude and PC literacy.
• Ability to work independently and collaboratively in a team environment under pressure.
• Interest in the clinical or medical field with a strong desire to learn.
• Strong customer service and communication skills.
• Minimum 18 months of experience in a Service Desk Analyst role preferred.
• Previous experience in a nursing, medical, or pharmacy environment is a plus.
• Previous experience with clinical EMR applications such as Epic, Cerner, or Allscripts is preferred.
• HDI Support Center Analyst Certification is a plus.

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

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 Global Services 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.