Service Desk - IT Healthcare (Days)

This role requires strong customer service skills, clinical awareness within acute and post-acute care environments, and the ability to troubleshoot and resolve technical and clinical issues. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together.

Healthcare IT Service Desk Analyst

Overview / Summary

The Technical Service Desk Analyst provides first and second-level support to healthcare employees and patients. This role requires strong customer service skills, clinical awareness within acute and post-acute care environments, and the ability to troubleshoot and resolve technical and clinical issues. The analyst will leverage clinical issue resolution knowledge bases, collaborate with clinicians, and support patient care technology. 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 call, verify customer information, and record all troubleshooting steps.
• Research, resolve, and respond to clinical and technical inquiries received via phone, email, and other channels.
• Provide timely callbacks and escalate issues to the appropriate teams when necessary.
• Assist in resolving user and support issues across company sites to promote knowledge sharing and improve user satisfaction.
• Contribute regularly to the Clinical Knowledge Base.
• Deliver accurate and creative solutions to moderately complex user issues to maintain productivity.
• Maintain current knowledge of clinical and technical products and support policies.
• Participate in team projects aimed at improving 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 lifecycle from admission to discharge.
• Work directly with physicians and nurses to troubleshoot technical issues impacting patient care.

Required Qualifications

• High school diploma required.
• Minimum of 18 months of experience in a Service Desk Analyst role preferred.
• Basic typing skills.
• Knowledge of Citrix and VPN technologies.
• 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 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.
• Strong technical aptitude and PC literacy.
• Ability to work independently and collaboratively in a team environment while performing under pressure.
• Interest in the clinical or medical field with a strong desire to learn.
• Strong customer service skills.
• Previous experience in nursing, medical, or pharmacy environments is a plus.
• 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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