Service Desk - IT Healthcare (Days)

HTC Global Services wants you. Come build new things with us and advance your career. At HTC Global you'll collaborate with experts. You'll join successful teams contributing to our clients' success. You'll work side by side with our clients and have long-term opportunities to advance your career with the latest emerging technologies.

At HTC Global Services our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks.

Service Desk Analyst

Job Description

The Technical Service Desk Analyst provides first and second level support to healthcare employees and patients, employing high degree of customer service, clinical knowledge within acute and post-acute environments.

Refer to clinical issue resolution knowledgebase that will drive efficiencies in patient care and follow through with clinicians on the reported issues.

Candidate will be scheduled for one weekend shift per week.

Responsibilities :

Receive incoming calls from client community, provide first level support, document each call verifying customer information and all troubleshooting steps

Research, resolve, and respond to clinical and technical questions received via telephone calls, emails, and other channels. Callbacks in a timely manner and escalate problems to appropriate individual / group

Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction

Routinely contribute to Clinical Knowledge Base

Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity

Acquire and maintain current knowledge of relevant Clinical and technical product offerings and support policies to provide technically accurate solutions to customers

Participate in team projects that enhance the quality or efficiency of the resolution center and assist with special Clinical product-related issues as needed

Learning and gaining experience in clinical workflows within leading EMR systems such Epic, Cerner, Meditech, Allscripts, etc.

Supporting clinicians from the Admit to Discharge of a patient and leveraging that hands-on experience and knowledge for career advancement beyond internship.

Working directly with physician and nurses to address / troubleshoot technical problems impacting patient care

Knowledge, Skills, and Abilities (KSAs) :

Basic typing skills

Knowledge of Citrix and VPN

Demonstrate experience in troubleshooting printer, web browser, local and web based software issues, and basic network issue assessment and troubleshooting

Utilize an ITSM to document incidents and requests

Strong listening, verbal, and written communication skills

A strong sense of urgency and the ability to multi-task effectively with attention to details

Positive attitude to learn EMR applications for level 1 support and its workflow

Well-developed organizational, communications and time management skills

A strong business maturity and professionalism is essential

Ability to troubleshoot, analyze and resolve customer concerns

High technical aptitude and strong PC literacy skills including function and capabilities

Ability to work independently as well as part of a team and function well under pressure

Education and Experience :

Ideal candidate has interest in the clinical, medical space equivalent with a driven personality with desire to learn, strong communication and customer service skills

Minimum of a HS diploma

Minimum of 18 months experience working in a Service Desk Analyst role preferred

Previous experience working in a nursing or medical / Pharmacy field a plus

Previous experience working within a major clinical EMR application (Epic, Cerner, Allscripts, etc.) is preferred

HDI Support Center Analyst Certification is a plus

Our success as a company is built on practicing inclusion and embracing diversity. HTC Global Services is committed to providing a work environment free from discrimination and harassment, where all employees are treated with respect and dignity. Together we work to create and maintain an environment where everyone feels valued, included, and respected. At HTC Global Services, our differences are embraced and celebrated. HTC is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. HTC is proud to be recognized as a National Minority Supplier.

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