Service Desk - IT Healthcare (PT)

Technical Service Desk Analyst (Healthcare Support)

Overview / Summary

The Technical Service Desk Analyst provides first and second-level support to healthcare employees and patients. This role requires a high degree of customer service, clinical knowledge within acute and post-acute environments, and the ability to resolve clinical and technical issues. The analyst will leverage clinical issue resolution resources, support clinicians, and contribute to improving patient care outcomes.

Schedule Requirement: Employees must work at least one weekend shift (Saturday or Sunday) each week.

Key Responsibilities

• Receive incoming calls from the client community and provide first-level support.
• Document each call, verify customer information, and record all troubleshooting steps.
• Research, resolve, and respond to clinical and technical questions received via phone, email, and other channels.
• Provide timely callbacks and escalate issues to the appropriate individual or group when necessary.
• Assist with resolving user and support issues across company sites to ensure knowledge sharing and user satisfaction.
• Routinely contribute to the Clinical Knowledge Base.
• Provide accurate and creative solutions to user issues of moderate complexity.
• 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 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.

Required Qualifications

Knowledge, Skills, and Abilities

• Basic typing skills.
• Knowledge of Citrix and VPN.
• Experience troubleshooting printers, web browsers, local and web-based software issues, and basic network-related 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.
• Strong 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 skills.
• Ability to work independently and collaboratively in a team environment while performing under pressure.

Education and Experience

• Minimum high school diploma.
• Interest in the clinical or medical field with a strong desire to learn.
• Strong customer service and communication skills.
• Minimum 18 months of Service Desk Analyst experience preferred.
• Previous experience in a nursing, medical, or pharmacy environment is a plus.
• Experience with major 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.