Service Desk - IT Healthcare; Mid Shift

Position: Service Desk - IT Healthcare (Mid Shift)
Job Title:

Technical Service Desk Analyst (Healthcare IT) Overview / Summary The Technical Service Desk Analyst provides first- and second-level technical support to healthcare employees and patients while delivering a high level of customer service. This role supports clinical and technical issues within acute and post-acute care environments, utilizes a clinical issue resolution knowledge base, and collaborates with clinicians to help resolve reported issues.

The position requires one scheduled weekend shift per week.

Key Responsibilities Receive incoming calls from the client community and provide first-level support. Document each support request, verifying customer information and recording all troubleshooting steps. Research, resolve, and respond to clinical and technical questions received via phone, email, and other support channels. Provide timely callbacks and escalate unresolved issues to the appropriate individual or team. Assist in resolving user and support issues across company sites to promote knowledge sharing and user satisfaction.

Routinely contribute to the Clinical Knowledge Base. Provide accurate and effective solutions to moderately complex user issues to support productivity. Maintain current knowledge of clinical and technical product offerings 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 clinical workflows within leading EMR systems such as Epic, Cerner, Meditech, and Allscripts.

Support clinicians throughout the patient journey from admission to discharge. Work directly with physicians and nurses to troubleshoot technical issues impacting patient care.

Required Qualifications High school diploma (minimum). 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 service requests. Strong listening, verbal, and written communication skills. Strong customer service skills. Ability to manage multiple tasks with attention to detail and a sense of urgency.

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. 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.

Minimum of 18 months of Service Desk Analyst experience preferred. Previous experience in a nursing, medical, or pharmacy setting is a plus. Previous experience with major clinical EMR applications (such as Epic, Cerner, or Allscripts) is preferred. HDI Support Center Analyst Certification is a plus. 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. #LI-SL1 #Hiring #LI-Onsite