Service Desk - IT Healthcare (Mid Shift)

Job Title: Technical Service Desk Analyst (Healthcare IT)

Overview / Summary
The Technical 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 and technical issues within acute and post-acute care environments, utilizes a clinical issue resolution knowledge base, and collaborates with clinicians to help resolve reported issues. The position requires 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 recording all troubleshooting steps.
• Research, resolve, and respond to clinical and technical questions received via phone, email, and other support channels.
• Provide timely callbacks and escalate unresolved issues to the appropriate individual or team.
• Assist in resolving user and support issues across company sites to promote knowledge sharing and user satisfaction.
• Routinely contribute to the Clinical Knowledge Base.
• Provide accurate and effective solutions to moderately complex user issues to support productivity.
• 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 clinical workflows within leading EMR systems such as Epic, Cerner, Meditech, and Allscripts.
• Support clinicians throughout the patient journey from admission to discharge.
• Work directly with physicians and nurses to troubleshoot technical issues impacting patient care.

Required Qualifications

• High school diploma (minimum).
• 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 service requests.
• Strong listening, verbal, and written communication skills.
• Strong customer service skills.
• Ability to manage multiple tasks with attention to detail and a sense of urgency.
• 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 under pressure.
• Interest in the clinical or medical field with a strong desire to learn.
• Minimum of 18 months of Service Desk Analyst experience preferred.
• Previous experience in a nursing, medical, or pharmacy setting 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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