Service Desk - IT Healthcare (Days)

Key Responsibilities

• Receive incoming calls from the client community, provide first-level support, and document calls, customer information, and troubleshooting steps.
• Research, resolve, and respond to clinical and technical questions received through phone, email, and other channels.
• Provide timely callbacks and escalate issues to the appropriate individual or group when necessary.
• Aid 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 issues of moderate complexity to support productivity.
• Maintain current knowledge of relevant clinical and technical product offerings and support policies.
• Participate in team projects that improve resolution center quality and efficiency.
• 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.
• Basic typing skills.
• Knowledge of Citrix and VPN.
• Experience troubleshooting printers, web browsers, local and web-based software issues, and basic network issues.
• Ability to utilize an ITSM system to document incidents and requests.
• Strong listening, verbal, and written communication skills.
• Strong sense of urgency with the ability to multitask and maintain attention to detail.
• Positive attitude and willingness to learn 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.
• 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.
• Strong customer service and communication skills.
• Minimum 18 months of experience in a Service Desk Analyst role preferred.
• Previous experience in a nursing, medical, or pharmacy environment is a plus.
• Previous experience with clinical EMR applications such as Epic, Cerner, or Allscripts is preferred.
• HDI Support Center Analyst Certification is a plus.

What Makes HTC A Great Place To Build Your Future

• Come build new things with us and advance your career.
• Collaborate with experts, work alongside clients, and be part of high-performing teams driving success together.
• Have long-term opportunities to grow your career and develop skills in the latest emerging technologies.
• Access to a comprehensive benefits package including 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.
• Commitment to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect.
• Emphasis on inclusion and diversity, fostering an environment where everyone feels valued, included, and respected.

Pay

TBD

Schedule

One weekend shift per week

Benefits

• Group Health (Medical, Dental, and Vision)
• Paid Time Off
• Paid Holidays
• 401(k) matching
• Group Life and Disability insurance
• Professional Development opportunities
• Wellness programs

Company Information

• Equal Opportunity Employer
• National Minority Supplier