Service Desk - IT Healthcare; Nights

Strategic Senior Technical Recruiter | Connecting Top Talent with Innovation-driven Organizations for Optimal Growth Service Desk Analyst

Job Description: The Technical Service Desk Analyst provides first and second level support to healthcare employees and patients, employing a high degree of customer service, clinical knowledge within acute and post-acute environments. The position is scheduled for one weekend shift per week.

• Receive incoming calls from the client community, provide first level support, and 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; follow up in a timely manner and escalle problems to appropriate individuals/groups.
• 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 the 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.
• Learn and gain experience in clinical workflows within leading EMR systems such as Epic, Cerner, Meditech, Allscripts, etc.
• Support clinicians from admission to discharge of a patient and leverage that hands‑on experience and knowledge for career advancement beyond internship.
• Work directly with physicians and nurses to address/troubleshoot technical problems impacting patient care.

• Basic typing skills.
• Knowledge of Citrix and VPN.
• Experience troubleshooting printer, web browser, local and web‑based software issues, and basic network issue assessment.
• Utilize an ITSM to document incidents and requests.
• Strong listening, verbal, and written communication skills.
• Strong sense of urgency and the ability to multi‑task effectively with attention to detail.
• Positive attitude to learn EMR applications for level 1 support and its workflow.
• 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 including function and capabilities.
• Ability to work independently as well as part of a team and function well under pressure.

• Ideal candidate has an interest in the clinical/medical space, is driven, enjoys learning, and has strong communication and customer service skills.
• Minimum of a HS diploma.
• Minimum of 18 months of experience working in a Service Desk Analyst role (preferred).
• Previous experience working in a nursing or medical/ pharmacy field is 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.

Entry level

Full‑time

Information Technology

HTC Global Services offers a comprehensive benefits package that may 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.

HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. HTC is an Equal Opportunity Employer and a proud National Minority Supplier.

Our success as a company is built on inclusion and diversity. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. We seek to empower everyone, fostering an environment where everyone feels valued, included, and respected.