Service Desk - IT Healthcare (PT)

Job Title: Service Desk Analyst – Clinical IT Support

Overview / Summary

The Technical Service Desk Analyst provides first- and second-level support to healthcare employees and patients while delivering a high level of customer service. The role supports clinical environments by resolving technical and clinical issues, utilizing a clinical knowledge base, and working directly with clinicians to ensure efficient patient care. The schedule includes 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 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 improve knowledge sharing and user satisfaction.
• Routinely contribute to the Clinical Knowledge Base.
• Provide accurate and creative solutions to user issues of moderate complexity to maintain user productivity.
• 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 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

• High school diploma (minimum).
• Interest in the clinical or medical field with a strong desire to learn.
• Strong communication and customer service skills.
• 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 to document incidents and requests.
• Strong listening, verbal, and written communication skills.
• Ability to multitask with attention to detail and a strong sense of urgency.
• Positive attitude toward learning EMR applications and workflows for Level 1 support.
• Well-developed 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.
• Ability to work independently and collaboratively under pressure.
• Minimum of 18 months of experience in a Service Desk Analyst role preferred.
• Previous experience in a nursing, medical, or pharmacy field is a plus.
• Previous experience with major clinical EMR applications (Epic, Cerner, Allscripts, etc.) is preferred.
• HDI Support Center Analyst Certification is a plus.

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