Service Desk - IT Healthcare (Mid Shift)

Location: Troy (MI) | Employment Type: Full Time - 40 hours per week | Job Level: T1 | Work Preference: Onsite at work location address | Job Code: 242236

Job Description:

Job Title
Healthcare IT Service Desk Analyst

Overview / Summary
The Technical 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 environments. This role supports clinical issue resolution, contributes to knowledge base improvements, and works closely with clinicians to troubleshoot issues impacting patient care. The position includes one weekend shift per week.

Key Responsibilities

Receive incoming calls, provide first-level support, and document all interactions including customer information and troubleshooting steps
Research, resolve, and respond to clinical and technical issues via phone, email, and other channels; escalate when necessary
Ensure timely callbacks and proper escalation to appropriate teams
Assist in resolving user and support issues across company sites to improve knowledge sharing and user satisfaction
Contribute regularly to the Clinical Knowledge Base
Provide accurate and creative solutions to moderately complex user issues
Maintain up-to-date knowledge of clinical and technical products and support policies
Participate in team projects to enhance resolution center efficiency and quality
Support clinicians throughout the patient lifecycle from admit to discharge
Work directly with physicians and nurses to troubleshoot technical issues impacting patient care
Gain experience with clinical workflows in EMR systems such as Epic, Cerner, Meditech, and Allscripts

Required Qualifications

Minimum of a high school diploma
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 requests
Strong listening, verbal, and written communication skills
Strong attention to detail, sense of urgency, and ability to multitask
Positive attitude with willingness to learn EMR applications and workflows
Strong organizational, time management, and professional skills
Ability to troubleshoot, analyze, and resolve customer concerns
High technical aptitude with strong PC literacy
Ability to work independently and as part of a team under pressure
Minimum 18 months of Service Desk Analyst experience preferred
Previous experience in nursing, medical, or pharmacy field is a plus
Experience with clinical EMR applications (Epic, Cerner, Allscripts, etc.) 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.

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