Service Desk - IT Healthcare (Multi-lingual)
HTC Global Services Inc
Troy, MI
BILINGUAL NIGHT SHIFT SERVICE DESK ANALYST
WHY THIS ROLE
Language requirement: English + 1 additional language (German/Italian/Spanish/French).
If you’re fluent bilingual (English French/German/Italian) and you like being the person who keeps things running when it matters most, this is a high-impact Service Desk role supporting healthcare teams during European daytime hours. You’ll help clinicians and staff resolve technical issues that directly affect patient care—fast, calmly, and with great customer service.
SHIFT & LANGUAGE
- Shift: Europe-hours night shift (ROW support)
- Start time:2:00am or 3:00am Eastern Time (based on coverage needs)
- Weekend: scheduled for one weekend shift per week
- Language: Fluent (spoken + written) in English + ONE of Spanish OR French OR German OR Italian
WHAT YOU’LL DO
- Be the first point of contact for incoming support requests and provide level 1–2 troubleshooting
- Support users via phone, email, and other channels; document each interaction clearly in the ITSM tool
- Troubleshoot clinical and technical issues (applications, access, Citrix/VPN, printers, browsers, basic network checks)
- Follow established workflows and clinical knowledge resources to resolve issues efficiently
- Escalate appropriately when needed and ensure timely callbacks and follow-through
- Contribute to the Clinical Knowledge Base and help improve how we support users
- Work directly with clinicians (physicians and nurses) to resolve issues impacting patient care
- Build experience in clinical workflows and EMR systems that are widely used across healthcare
YOU’RE A GREAT FIT IF YOU…
- Are truly fluent in English + Spanish OR French OR German OR Italian (comfortable on live calls and writing clear notes)
- Can reliably work a consistent shift starting at 2:00am or 3:00am ET
- Enjoy solving problems, staying calm under pressure, and providing great customer service
- Are organized, responsive, and take pride in accurate documentation and follow-through
SKILLS / EXPERIENCE
- Fluent speaking + writing in English + Spanish OR French OR German OR Italian
- Strong customer service mindset and professional communication
- Ability to multi-task with attention to detail and a sense of urgency
- Experience using an ITSM tool to document incidents and requests (preferred not required)
- Knowledge of Citrix and VPN (preferred not required)
- Troubleshooting experience with printers, browsers, desktop/web applications, and basic network checks
- Minimum HS diploma
- 18+ months Service Desk / Help Desk experience preferred
- Healthcare/clinical environment exposure (nursing/medical/pharmacy) a big plus
- EMR exposure (Epic/Cerner/Meditech/Allscripts) (preferred not required)
- HDI Support Center Analyst certification is a plus
WHAT SUCCESS LOOKS LIKE (FIRST 60–90 DAYS)
- You consistently meet response and documentation expectations while supporting ROW users
- You resolve common issues confidently and know when/how to escalate
- You build comfort with clinical workflows and knowledge base usage
- Stakeholders describe you as reliable, clear, and easy to work with—especially during time-sensitive situations
#LI-SL1 #LI-Hybrid
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.