Clinical IT Service Desk Pro — EMR & Patient Care Support

HTC Global Services; Troy (MI); On-site; USD 43,000 - 65,000; Full time

Benefits offered by this job

Group Health (Medical, Dental, Vision)

Paid Time Off

Paid Holidays

401(k) matching

Group Life and Disability insurance

Professional Development opportunities

Wellness programs

Job summary

HTC Global Services is seeking a Healthcare IT Service Desk Analyst to provide first and second-level support for healthcare employees and patients. The role requires strong customer service, clinical awareness, and the ability to troubleshoot clinical and technical issues within EMR environments.

The position will involve working with clinicians, supporting patient care technology, and maintaining the Clinical Knowledge Base. Candidates will rotate to weekend shifts once per week.

Qualifications

• High school diploma required.
• Minimum 18 months of experience in a Service Desk Analyst role preferred.
• Basic typing skills.
• Knowledge of Citrix and VPN technologies.
• Experience troubleshooting printers, web browsers, software, and basic network issues.
• Experience using an ITSM tool to document incidents and requests.
• Strong listening, verbal, and written communication skills.
• Strong sense of urgency with multitasking and attention to detail.
• Willingness to learn EMR applications and workflows for Level 1 support.
• Strong organizational, communication, and time management skills.

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 inquiries via phone, email, and other channels.
• Provide timely callbacks and escalate issues to appropriate teams as needed.
• Assist in resolving user and support issues across company sites to improve satisfaction.
• Contribute regularly to the Clinical Knowledge Base.
• Deliver accurate and creative solutions to moderately complex user issues.
• Maintain current knowledge of clinical and technical products and support policies.
• Participate in team projects to improve resolution quality and efficiency.
• Learn clinical workflows within EMR systems such as Epic, Cerner, Meditech, Allscripts.

Skills

Citrix

VPN

ITSM tool

Communication

Multitasking

PC literacy

Education

High school diploma

Tools

Epic

Cerner

Allscripts

Job description

HTC Global Services is seeking a Healthcare IT Service Desk Analyst to provide first and second-level support for healthcare employees and patients. The role requires strong customer service, clinical awareness, and the ability to troubleshoot clinical and technical issues within EMR environments.

The position will involve working with clinicians, supporting patient care technology, and maintaining the Clinical Knowledge Base. Candidates will rotate to weekend shifts once per week.