Service Desk - IT Healthcare (PT)

Job Title: Service Desk Analyst (Healthcare IT Support)

Overview / Summary

The Technical Service Desk Analyst provides first- and second-level support to healthcare employees and patients while delivering a high level of customer service and applying clinical knowledge within acute and post-acute environments. This role supports clinical issue resolution, contributes to the clinical knowledge base, and works directly with clinicians to troubleshoot technical issues impacting patient care. Employees are required to work at least one weekend shift (Saturday or Sunday) each week.

Key Responsibilities

• Receive incoming calls from the client community, provide first-level support, and document each call, including customer information and troubleshooting steps.
• Research, resolve, and respond to clinical and technical questions received through telephone, email, 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 ensure timely knowledge sharing and positive user satisfaction.
• Routinely contribute to the Clinical Knowledge Base.
• Provide accurate and effective solutions to user issues of moderate complexity to support user productivity.
• Acquire and maintain current knowledge of relevant clinical and technical product offerings and support policies.
• Participate in team projects that improve the quality and efficiency of the resolution center and 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 problems impacting patient care.

Required Qualifications

• Minimum high school diploma.
• Minimum of 18 months of experience working in a Service Desk Analyst role preferred.
• 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 to document incidents and requests.
• Strong listening, verbal, and written communication skills.
• Strong attention to detail with the ability to multitask and work with a sense of urgency.
• 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.
• High technical aptitude and strong PC literacy.
• Ability to work independently and collaboratively in a team environment while performing well under pressure.
• Interest in the clinical or medical field with a strong desire to learn, along with excellent communication and customer service skills.
• Previous experience in a nursing, medical, or pharmacy field is a plus.
• Previous experience working with major clinical EMR applications such as Epic, Cerner, or Allscripts is preferred.
• HDI Support Center Analyst Certification is a plus.

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