Remote Healthcare IT Support Specialist

NTT DATA, Inc.; Lincoln (NE); Remote; USD 44,000 - 49,000; Full time

Job summary

NTT DATA Services is seeking a Service Desk Analyst for Clinical Applications Support in a remote-capable role. You will be the first point of contact for healthcare customers, troubleshooting clinical applications and documenting resolutions, with opportunities to escalate complex issues to specialized teams.

The role requires strong customer service, technical troubleshooting, and experience in a fast-paced service desk environment, with a 24x7 schedule and potential for night/weekend shifts.

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.
• 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.

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 escalate 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

Listening & problem solving

Customer service mindset

Education

High school diploma or equivalent

Job description

NTT DATA Services is seeking a Service Desk Analyst for Clinical Applications Support in a remote-capable role. You will be the first point of contact for healthcare customers, troubleshooting clinical applications and documenting resolutions, with opportunities to escalate complex issues to specialized teams.

The role requires strong customer service, technical troubleshooting, and experience in a fast-paced service desk environment, with a 24x7 schedule and potential for night/weekend shifts.