Service Desk - IT Healthcare (Nights)

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

Healthcare IT Service Desk Analyst

Overview / Summary

The Technical Service Desk Analyst provides first- and second-level support to healthcare employees and patients, utilizing a high degree of customer service and clinical knowledge within acute and post-acute environments. This role leverages a clinical issue resolution knowledge base to improve patient care efficiencies and follows up with clinicians on reported issues. Candidates will be scheduled for one weekend shift per week.

Key Responsibilities

• Receive incoming calls from the client community, provide first-level support, and document each call, including customer information and troubleshooting steps.
• Research, resolve, and respond to clinical and technical questions received via telephone, 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 ensure timely 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 user productivity.
• Acquire and maintain current knowledge of relevant clinical and technical product offerings and support policies.
• Participate in team projects that enhance the quality and efficiency of the resolution center.
• Assist with special clinical product-related issues as needed.
• Learn and gain experience in 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 of 18 months of experience working 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 issues, and basic network issues.
• Experience utilizing an ITSM system to document incidents and requests.
• Strong listening, verbal, and written communication skills.
• Strong sense of urgency and ability to multitask effectively with 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 performing effectively under pressure.
• Interest in the clinical or medical field with a strong desire to learn.
• Strong customer service and communication skills.
• Previous experience in a nursing, medical, or pharmacy field is a plus.
• Previous experience working with major clinical EMR applications such as Epic, Cerner, or Allscripts is preferred.
• HDI Support Center Analyst Certification is a plus.
• Availability to work at least one weekend shift (Saturday or Sunday) each week

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.