Healthcare IT Service Desk Analyst — EMR Support

HTC Global Services; Troy (MI); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Paid time off

401(k) matching

Professional development

Job summary

HTC Global Services seeks a Healthcare Service Desk Analyst to provide first and second-level support to healthcare staff and patients, drawing on clinical knowledge to resolve issues in acute and post-acute care settings. This role includes documenting steps and escalating issues as needed.

You will assist clinicians with EMR applications (Epic, Cerner, Meditech, Allscripts) and contribute to the Clinical Knowledge Base while maintaining strong customer service skills.

Qualifications

• High school diploma required.
• Minimum of 18 months of experience in a Service Desk Analyst role preferred.
• Basic typing skills.
• Knowledge of Citrix and VPN.
• Experience troubleshooting printers, web browsers, local and web-based software, and basic network issues.
• Experience utilizing an ITSM tool 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.
• Strong organizational, communication, and time management skills.
• Professionalism and business maturity.
• Ability to troubleshoot, analyze, and resolve customer concerns.
• High technical aptitude and strong PC literacy skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Interest in the clinical or medical field with a strong desire to learn.
• Strong customer service skills.
• 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.

Responsibilities

• Receive incoming calls from the client community and provide first-level support.
• Document customer information and all troubleshooting steps for each support request.
• Research, resolve, and respond to clinical and technical questions received through phone, email, and other channels.
• Provide timely callbacks and elevate issues to the appropriate individual or group when necessary.
• Assist in resolving user and support issues across company sites to improve knowledge sharing and user satisfaction.
• Routinely contribute to the Clinical Knowledge Base.
• Provide accurate and creative solutions to moderately complex user issues to maintain user productivity.
• Acquire and maintain knowledge of clinical and technical product offerings and support policies.
• Participate in 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.

Skills

Customer service

Clinical knowledge

EMR workflows

Citrix

VPN

Printer troubleshooting

Multi-channel support

Technical documentation

Strong communication

Time management

Education

High school diploma

Tools

Epic

Cerner

Meditech

Allscripts

Job description

HTC Global Services seeks a Healthcare Service Desk Analyst to provide first and second-level support to healthcare staff and patients, drawing on clinical knowledge to resolve issues in acute and post-acute care settings. This role includes documenting steps and escalating issues as needed.

You will assist clinicians with EMR applications (Epic, Cerner, Meditech, Allscripts) and contribute to the Clinical Knowledge Base while maintaining strong customer service skills.