Technical Support Help Desk

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.

Technical Service Desk Analyst II Job Description

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

• Refer to the clinical issue resolution knowledgebase, which will drive efficiencies in patient care and follow through with clinicians on the reported issues.
• The candidate will be scheduled for one weekend shift per week.

Responsibilities:

• 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. Callbacks in a timely manner and escalate problems to the appropriate individual/group.
• Assist in resolving user and support issues among company sites to ensure timely knowledge distribution and a positive impact on user satisfaction.
• Routinely contribute to the Clinical Knowledge Base.
• Provide accurate and creative solutions to user problems of a 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 as 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.
• Working directly with physicians 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 printers, web browsers, 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:

• The ideal candidate has an interest in the clinical medical space equivalent with a driven personality with a 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
• 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

Benefits:

At HTC Global Services our associates have access to a comprehensive benefits package that includes Health, Dental, Vision, Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short- & Long-Term Disability Insurance, and a variety of other offerings.

Diversity & Inclusion:

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.