Service Desk - IT Healthcare (Mid Shift)

Job Title: Clinical Service Desk Analyst

Overview / Summary

The Clinical Service Desk Analyst provides first- and second-level support to healthcare employees and patients, delivering a high degree of customer service while supporting clinical and technical issues within acute and post-acute care environments. This role utilizes clinical issue resolution knowledge bases to improve patient care efficiency and collaborates directly with clinicians to resolve reported issues. 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 questions received via phone, 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 knowledge sharing and improve user satisfaction.
• Routinely contribute to the Clinical Knowledge Base.
• Provide accurate and creative solutions to moderate user issues to support 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 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

• Minimum high school diploma.
• Basic typing skills.
• Knowledge of Citrix and VPN.
• Experience troubleshooting printers, web browsers, local and web-based software issues, and basic network issues.
• Experience utilizing an ITSM to document incidents and requests.
• Strong listening, verbal, and written communication skills.
• Strong sense of urgency with the ability to multitask effectively and maintain attention to detail.
• Positive attitude and willingness to learn EMR applications and workflows for Level 1 support.
• Well-developed organizational, communication, and time management skills.
• Strong business maturity and professionalism.
• 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.
• Ability to perform effectively under pressure.
• 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 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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