Service Desk - IT Healthcare (PT)

The Technical Service Desk Analyst provides first- and second-level support to healthcare employees and patients, utilizing strong customer service skills and clinical knowledge within acute and post-acute environments. This role leverages clinical issue resolution knowledge bases to support patient care and works closely with clinicians to address reported issues.

Healthcare Service Desk Analyst

Overview / Summary

The Technical Service Desk Analyst provides first- and second-level support to healthcare employees and patients, utilizing strong customer service skills and clinical knowledge within acute and post-acute environments. This role leverages clinical issue resolution knowledge bases to support patient care and works closely with clinicians to address reported issues. Each employee's schedule will include at least one weekend shift (Saturday or Sunday) every week.

Key Responsibilities

• Receive incoming calls from the client community and provide first-level support.
• Document each call, verifying customer information and recording all troubleshooting steps.
• Research, resolve, and respond to clinical and technical questions received via telephone, 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 promote knowledge sharing and improve 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 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.
• Minimum of 18 months of experience working in a Service Desk Analyst role preferred.
• Basic typing skills.
• Knowledge of Citrix and VPN.
• Experience troubleshooting printers, web browsers, local software, web-based software, and basic network issues.
• Experience utilizing an ITSM tool to document incidents and requests.
• Strong listening, verbal, and written communication skills.
• Strong sense of urgency and ability to multitask with 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.
• High technical aptitude and strong PC literacy skills.
• Ability to work independently and as part of a team while performing under pressure.
• Interest in the clinical or medical field with a strong desire to learn.
• Strong customer service skills.
• Previous experience in a nursing, medical, or pharmacy field is a plus.
• Previous experience working within a major clinical EMR application such as Epic, Cerner, or Allscripts is preferred.
• HDI Support Center Analyst Certification is a plus.
• Availability to work at least one weekend shift (Saturday or Sunday) each week.