Service Desk - IT Healthcare (Days)

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, delivering a high level of customer service within acute and post-acute care environments. This role supports clinical and technical issue resolution, contributes to the clinical knowledge base, and works directly with clinicians to troubleshoot technology issues impacting patient care. The position includes 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 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 team 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 creative solutions to user problems 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.
• 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 admit-to-discharge process.
• Work directly with physicians and nurses to troubleshoot technical issues affecting patient care.

Required Qualifications

• High school diploma required.
• 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 to document incidents and service requests.
• Strong listening, verbal, and written communication skills.
• Ability to multitask with attention to detail and a strong sense of urgency.
• Positive attitude toward learning 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.
• Ability to work independently and collaboratively while performing well under pressure.
• Minimum of 18 months of experience in a Service Desk Analyst role preferred.
• 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.

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