Service Desk - IT Healthcare (Mid Shift)

Key Responsibilities

• Receive incoming calls from the client community and provide first-level support.
• Document each call, verify customer information, and record 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.
• Aid in resolving user and support issues across company sites to ensure knowledge sharing and improve user satisfaction.
• Routinely contribute to the Clinical Knowledge Base.
• Provide accurate and creative solutions to moderate user issues to support 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.
• Basic typing skills.
• Experience troubleshooting printers, web browsers, local and web-based software issues, and basic network issues.
• Experience utilizing an ITSM to document incidents and requests.
• Strong listening, verbal, and written communication skills.
• Strong sense of urgency with the ability to multitask effectively 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.
• Strong business maturity and professionalism.
• Ability to troubleshoot, analyze, and resolve customer concerns.
• High technical aptitude and strong PC literacy skills.
• Ability to work independently and collaboratively in a team environment.
• Ability to perform effectively 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 Service Desk Analyst experience preferred.
• Previous experience in a nursing, medical, or pharmacy field is a plus.
• Previous experience with major 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.
• 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.
• Work in an inclusive and diverse environment where everyone feels valued, included, and respected.
• Equal Opportunity Employer and proud National Minority Supplier.