Service Desk - IT Healthcare (Days)

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

Job Description
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Job Description
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Healthcare IT Service Desk Analyst

Overview / Summary

The Technical Service Desk Analyst provides first and second-level support to healthcare employees and patients. This role requires strong customer service skills, clinical awareness within acute and post-acute care environments, and the ability to troubleshoot and resolve technical and clinical issues. The analyst will leverage clinical issue resolution knowledge bases, collaborate with clinicians, and support patient care technology. Candidates will be scheduled for one weekend shift per week.

Key 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 received via phone, email, and other channels.
• Provide timely callbacks and escalat issues to the appropriate teams when necessary.
• Assist in resolving user and support issues across company sites to promote knowledge sharing and improve user satisfaction.
• Contribute regularly to the Clinical Knowledge Base.
• Deliver accurate and creative solutions to moderately complex user issues to maintain productivity.
• Maintain current knowledge of clinical and technical products and support policies.
• Participate in team projects aimed at improving 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 lifecycle from admission to discharge.
• Work directly with physicians and nurses to troubleshoot technical issues impacting patient care.

Required 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 technologies.
• Experience troubleshooting printers, web browsers, local and web-based 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 the ability to multitask and pay 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.
• Strong technical aptitude and PC literacy.
• Ability to work independently and collaboratively in a team environment while performing under pressure.
• Interest in the clinical or medical field with a strong desire to learn.
• Strong customer service skills.
• Previous experience in nursing, medical, or pharmacy environments is a plus.
• Experience working with major clinical EMR applications such as Epic, Cerner, or Allscripts is preferred.
• HDI Support Center Analyst Certification is a plus.

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package.

Benefits can include

• Group Health (Medical, Dental, and Vision)
• Paid Time Off
• Paid Holidays
• 401(k) matching
• Group Life and Disability insurance
• Professional Development opportunities
• Wellness programs
• and a variety of other perks

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.