Night Healthcare IT Service Desk Analyst

HTC Global Services; Troy (MI); On-site; USD 45,000 - 65,000; Full time

Job summary

HTC Global Services in Troy, MI seeks a Healthcare IT Service Desk Analyst to provide frontline and second-line support for clinicians and staff, applying clinical knowledge to resolve issues and improve patient care. A weekend shift is required each week and incidents are tracked in ITSM.

The role involves EMR workflow inquiries (Epic, Cerner, Meditech, Allscripts), collaboration with physicians and nurses, and maintaining current product knowledge to ensure timely resolutions and patient care

Qualifications

• Minimum high school diploma.
• 18+ months of Service Desk experience preferred.
• Strong listening, verbal, and written communication.
• Knowledge of Citrix and VPN.
• Experience using ITSM to document incidents and requests.
• Ability to troubleshoot printers, browsers, and basic network issues.
• Willingness to learn EMR workflows for Level 1 support.
• Able to work independently and in a team, under pressure.

Responsibilities

• Provide first- and second-level IT support and document each contact.
• Research, resolve, and respond to clinical and technical questions.
• Escalate issues and provide timely callbacks as needed.
• Maintain knowledge of EMR offerings and support policies.
• Contribute to the Clinical Knowledge Base and team projects.
• Support clinicians during patient admit-to-discharge processes.

Skills

Service Desk

Customer service

EMR workflows

Communication

Multitasking

Education

High school diploma

Tools

Citrix

VPN

ITSM

Printers

Web browsers

Job description

HTC Global Services in Troy, MI seeks a Healthcare IT Service Desk Analyst to provide frontline and second-line support for clinicians and staff, applying clinical knowledge to resolve issues and improve patient care. A weekend shift is required each week and incidents are tracked in ITSM.

The role involves EMR workflow inquiries (Epic, Cerner, Meditech, Allscripts), collaboration with physicians and nurses, and maintaining current product knowledge to ensure timely resolutions and patient care