Clinical Service Desk Helpdesk (EMR Systems Support) Associate - Remote Role

The Nippon Telegraph and Telephone Corporation (NTT); Lincoln (NE); Remote; USD 28,000 - 34,000; Full time

Job summary

NTT DATA Services is seeking a Service Desk Analyst for Clinical Applications Support to handle inbound calls from healthcare professionals requiring technical and application support. You will troubleshoot clinical apps like Epic, Cerner, McKesson, and Meditech and document resolutions in the ticketing system.

The role is 100% remote with shift flexibility including nights, weekends, and holidays. Requires 1+ year in a service desk or call center and strong English communication skills.

Qualifications

• At least 1 year of experience in a Call Center, Customer Service, Service Desk, Help Desk, or Application Support environment.
• At least 1 year of technical troubleshooting experience.
• High school diploma or equivalent.
• Strong verbal and written English communication skills.
• Comfortable working with computers and reading information on screen for extended periods.
• Ability to work independently while following established processes and procedures.

Responsibilities

• Handle inbound calls from healthcare professionals and clinical staff requiring technical and application support.
• Troubleshoot issues involving clinical applications such as Epic, Cerner, McKesson, and Meditech.
• Support users with issues including: application errors and functionality, workflow and usability issues, user access and login problems, basic technical troubleshooting.
• Ask effective questions and use strong listening skills to understand the caller's issue and determine the appropriate resolution.
• Document troubleshooting steps, resolutions, and other relevant information accurately in the service management/ticketing system.
• Resolve incidents when possible and elevate more complex issues to the appropriate support teams.
• Follow established procedures and service levels to ensure incidents are handled and resolved in a timely manner.
• Provide a professional, patient, and service-oriented experience to clinicians and healthcare customers.
• Work effectively in a high-volume, fast-paced call center / Service Desk environment.

Skills

Call Center experience

Technical troubleshooting

English communication

Problem solving

Customer-service mindset

Education

High school diploma or equivalent

Tools

Epic

Cerner

McKesson

Meditech

Job description

Service Desk Analyst - Clinical Applications Support

26-02327 100% REMOTE 2+ Years Duration Temp W2 ONLY - NO C2C / 1099 Training Class Starts on Oct 26th *Must Be Open to Any Shift 1-2-3

NTT DATA Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization.

What You'll Do

• Handle inbound calls from healthcare professionals and clinical staff requiring technical and application support.
• Troubleshoot issues involving clinical applications such as Epic, Cerner, McKesson, and Meditech.
• Support users with issues including:
  • Application errors and functionality
  • Workflow and usability issues
  • User access and login problems
  • Basic technical troubleshooting
• Ask effective questions and use strong listening skills to understand the caller's issue and determine the appropriate resolution.
• Document troubleshooting steps, resolutions, and other relevant information accurately in the service management/ticketing system.
• Resolve incidents when possible and elevate more complex issues to the appropriate support teams.
• Follow established procedures and service levels to ensure incidents are handled and resolved in a timely manner.
• Provide a professional, patient, and service-oriented experience to clinicians and healthcare customers.
• Work effectively in a high-volume, fast-paced call center / Service Desk environment.

Work Environment & Schedule

This is a 24x7x365 Service Desk operation, so candidates must be comfortable working a flexible shift schedule.

• Night, weekend, and holiday shifts are required.
• Shifts may be 8-10 hours with scheduled breaks.
• Schedules may change based on client, business, and training requirements.
• Overtime may occasionally be required.
• Initial account-specific training is conducted during daytime hours, regardless of your eventual assigned shift.
• The position is primarily desk-based and requires extended periods of working at a computer and in the phone queue.

What You'll Need

Required:

• At least 1 year of experience in a Call Center, Customer Service, Service Desk, Help Desk, or Application Support environment.
• At least 1 year of technical troubleshooting experience.
• High school diploma or equivalent.
• Strong verbal and written English communication skills.
• Strong listening and problem-solving abilities.
• Comfortable working with computers and reading information on screen for extended periods.
• Ability to work independently while following established processes and procedures.
• A strong customer-service mindset and professional approach when working with users and colleagues.

Preferred:

• 4+ years of Service Desk / Help Desk experience, or an equivalent combination of technical education and experience.
• Experience supporting clinical or healthcare applications.
• Experience working in a high-volume call center or Service Desk.
• Experience with applications such as Epic, Cerner, McKesson, or Meditech.
• Experience working in a 24x7 support environment.
• Healthcare IT or clinical technology experience.

Remote Work Requirements

Candidates working remotely must have:

• A quiet, private workspace suitable for handling confidential customer calls.
• Reliable high-speed wired internet.
• A working cell phone for manager communication and Two-Factor Authentication (2FA).
• The ability to remain at the designated workspace and available in the phone queue throughout scheduled working periods and breaks.

Additional Requirements

• Up to 10% travel may be required.
• Ability to lift up to 25 lbs. when equipment setup is required.
• Must be legally authorized to work directly for NTT DATA or its applicable subsidiaries. Third-party, temporary, or corp-to-corp contractors will not be considered.

Why Join NTT DATA?

You’ll have the opportunity to build your career in healthcare IT and clinical application support, working directly with healthcare professionals and supporting technology that is critical to patient care.

About NTT DATA:

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting hourly range for this remote role is $20 to $25. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on several 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.

Company benefits may include medical, dental, and vision insurance, flexible spending or health savings account, life, and AD&D insurance, short-and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.

• medical, dental, and vision insurance
• flexible spending or health savings account
• life, and AD&D insurance
• short-and long-term disability coverage
• paid time off
• employee assistance
• participation in a 401k program with company match
• additional voluntary or legally required benefits

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.