Service Desk - IT Healthcare (Mid Shift)

HTC Global; Troy (MI); Hybrid; USD 38.000 - 50.000; Vollzeit

Benefits dieser Stelle

Group Health

Paid Time Off

401(k) matching

Career Development

Hybrid Work

Wellness programs

Zusammenfassung

HTC Global Services is seeking a Healthcare IT Service Desk Analyst to support clinicians and patients from the Troy, MI location. The role covers first- and second-level support, with emphasis on EMR workflows and clinical IT incident resolution.

The analyst will document incidents, troubleshoot issues, and maintain the Clinical Knowledge Base while learning Epic, Cerner, Meditech, and Allscripts in a fast-paced environment.

Qualifikationen

• High school diploma required.
• Minimum 18 months in a Service Desk Analyst role preferred.
• Knowledge of Citrix and VPN.
• Experience using an ITSM system to document incidents and requests.
• Strong communication skills and ability to multitask under pressure.
• Willingness to learn EMR applications and workflows (Level 1).
• Interest in healthcare and clinical IT environments.

Aufgaben

• Provide first- and second-level IT healthcare service desk support.
• Document incidents, verify information, and log troubleshooting steps.
• Research, resolve, and respond to clinical and technical questions from calls and email.
• Elevate issues to appropriate teams and follow up as needed.
• Maintain knowledge of clinical product offerings and support policies.
• Contribute to the Clinical Knowledge Base and participate in team projects.

Kenntnisse

Customer service

Communication skills

Time management

multitask

Teamwork

Problem solving

Ausbildung

High school diploma

Tools

Citrix

VPN

ITSM system

Jobbeschreibung

Service Desk - IT Healthcare (Mid Shift)

Location: Troy (MI) | Employment Type: Full Time - 40 hours per week | Job Level: T1 | Work Preference: Onsite at work location address | Job Code: 245686

Job Description:

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Healthcare IT Service Desk Analyst

The Technical Service Desk Analyst provides first- and second-level support to healthcare employees and patients. This role requires strong customer service skills and clinical knowledge within acute and post-acute care environments. The analyst will support clinical and technical issue resolution, utilize the clinical knowledge base to improve patient care efficiencies, and follow up with clinicians regarding reported issues. Candidates will be scheduled for one weekend shift per week.

• 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 questions received through telephone calls, emails, and other channels.
• Provide timely callbacks and elevate issues to the appropriate individual or group as needed.
• Assist in resolving user and support issues across company sites to promote knowledge sharing and user satisfaction.
• Routinely contribute to the Clinical Knowledge Base.
• Provide accurate and creative solutions to user issues of moderate complexity to support productivity.
• Maintain current knowledge of clinical and technical product offerings and support policies.
• Participate in team 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.

Required Qualifications

• Minimum high school diploma.
• Minimum 18 months of experience working in a Service Desk Analyst role preferred.
• Basic typing skills.
• Knowledge of Citrix and VPN.
• Experience utilizing an ITSM system 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.
• Well-developed organizational, communication, and time management skills.
• Strong business maturity and professionalism.
• 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 while functioning effectively under pressure.
• Interest in the clinical or medical field with a desire to learn.
• Strong customer service and communication skills.
• Previous experience in a nursing, medical, or pharmacy environment 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.

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.

At HTC Global Services, our culture is an embodiment of who we are – a value-led organizationcommitted to success of our people and customers.

• Hybrid and Workplace flexibility
• Work-Life-Balance
• Well-defined career development plan
• Rewards & Recognition program
• L&D focuses on upskilling
• Hands-on experience on Emerging Technologies and Digital Transformation
• Career Mobility programs

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