Service Desk - IT Healthcare (Nights)

Job Title: Clinical Service Desk Analyst

Overview / Summary

The Clinical 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 environments, assists with technical and clinical issue resolution, contributes to the Clinical Knowledge Base, and works directly with clinicians to troubleshoot issues impacting patient care. Candidates will be scheduled for one weekend shift per week.

Key Responsibilities

• Receive incoming calls from the client community and provide first-level support.
• Document each support call, verifying customer information and recording all troubleshooting steps.
• Research, resolve, and respond to clinical and technical questions received via telephone, email, and other support 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 promote knowledge sharing and improve user satisfaction.
• Routinely contribute to the Clinical Knowledge Base.
• Provide accurate and creative solutions to user problems of moderate complexity to support user productivity.
• 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.
• Assist with special clinical product-related issues as needed.
• Learn and gain experience with clinical workflows in 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 affecting patient care.

Required Qualifications

• Minimum high school diploma.
• Minimum of 18 months of experience in a Service Desk Analyst role preferred.
• Interest in the clinical or medical field with a strong desire to learn.
• Strong communication and customer service skills.
• 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 sense of urgency with the ability to multitask and pay close attention to detail.
• Positive attitude toward learning 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.
• Previous experience in a nursing, medical, or pharmacy field 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.

#LI-SL1 #Hiring #LI-Onsite