IT Helpdesk Associate - REMOTE

All candidates are required to be shift flexible. Night, weekend, and/or holiday work will be required. Schedule can be changed as per client and business requirements or training needs. Additionally, overtime may be required depending on business requirements.

About the role

This position will be part of our Provider Clinical Service Desk, as an agent primarily handling inbound customer calls in a 24x7x365 call center environment. Account specific training is conducted during day shift hours, regardless of assigned shift.

Responsibilities

• Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson, and Meditech.
• Handle incidents including, but not limited to, workflow issues, application errors, user access, and functionality.
• Track and document appropriate comments, and close or escalate incident tickets and related issues in a timely manner.
• Drive resolution of incidents on a 24/7 desk.
• Read text on computer screens for the duration of the shift.
• Remain at designated workspace and in the phone queue for an 8 to 10-hour period with scheduled breaks.
• Ensure a quiet, private workspace with high-speed, wired internet.
• Travel up to 10% of the time, if required.
• Lift up to 25 lbs. if needed for equipment setup.
• Have a working cell phone for manager communication and Two-Factor Authentication.

Requirements

• Minimum of 1 year call center customer service experience.
• High school diploma or equivalent required.
• Shift flexibility including nights, weekends, and/or holidays.

Qualifications

• Minimum of 4 years of service desk/helpdesk experience or equivalent combination of education and technical troubleshooting experience (i.e., 2 years of work experience and 2 years of technical education).
• Minimum of 1 year of technical troubleshooting experience.

Skills

• Experience in a call center environment.
• Demonstrated service philosophy in all interactions with clinicians and colleagues.
• Effective communication and interpersonal skills.
• Proficient typing and English language skills (both verbally and in writing).
• Strong listening capabilities to fully understand caller’s needs/requests.
• Exceptional ability to work optimally in a fast-paced environment.

Benefits

• Medical, dental, and vision insurance with employer contribution.
• Flexible spending or health savings account.
• Life and AD&D insurance.
• Short and long-term disability coverage.
• Paid time off.
• Employee assistance program.
• Participation in a 401k program with company match.
• Additional voluntary or legally-required benefits.

Pay

The starting pay range for this remote role is $34,387-$56,188. Actual compensation will depend on factors including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud, and automation across a comprehensive portfolio of consulting, applications, infrastructure, and business process services. We are part of the NTT family of companies, a partner to 85% of the Fortune 100.