Help Desk Analyst | Part Time | Afternoon Shift

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 | Part-Time | Afternoon Shift | Remote

We are seeking a Technical Service Desk Analyst/Clinical Resolution Analyst to provide first and second-level support to healthcare employees and patients. This role requires excellent customer service skills and clinical knowledge within both acute and post-acute environments. The position involves resolving clinical issues using a knowledge base and collaborating with clinicians to ensure smooth patient care. One weekend shift per week is required.

Key Responsibilities:

• Provide first-level support for incoming calls, documenting customer information and troubleshooting steps.
• Research and resolve clinical and technical issues via phone, email, and other channels. Escalate complex problems as needed.
• Assist in resolving user issues across company sites to enhance knowledge sharing and user satisfaction.
• Contribute regularly to the Clinical Knowledge Base.
• Deliver accurate solutions to moderate technical problems, ensuring user productivity.
• Stay updated on clinical workflows and EMR systems (e.g., Epic, Cerner, Meditech, Allscripts).
• Participate in team projects to improve resolution center efficiency and assist with clinical product issues.
• Gain hands-on experience in supporting clinicians throughout the patient care cycle, from admission to discharge.

Knowledge, Skills, and Abilities:

• Basic typing skills and knowledge of Citrix and VPN.
• Experience troubleshooting printers, browsers, software, and basic network issues.
• Proficient in using ITSM tools for documenting incidents and requests.
• Strong communication skills with the ability to multi-task and maintain attention to detail.
• Eagerness to learn EMR applications and workflows for level 1 support.
• Organizational and time management skills with a professional attitude.
• Ability to work independently or in a team and perform under pressure.

Education and Experience:

• High school diploma or equivalent.
• Minimum of 18 months experience in a Service Desk Analyst role is preferred.
• Experience in the medical, nursing, or pharmacy fields is a plus.
• Familiarity with clinical EMR systems (Epic, Cerner, Allscripts) 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.