HTC Global Services · 1 day ago
Service Desk - IT Healthcare (Nights)
Troy, MI
Full-time
Onsite
Entry Level
1+ years expHTC Global Services is a company focused on providing innovative solutions in the healthcare sector. They are seeking a Service Desk Analyst to provide first and second level support to healthcare employees and patients, ensuring high levels of customer service and clinical knowledge in various environments.
Information TechnologyInsuranceSoftware
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
Qualification
Required
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
Minimum of a HS diploma
Ideal candidate has interest in the clinical, medical space equivalent with a driven personality with desire to learn, strong communication and customer service skills
Preferred
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
Benefits
Group Health (Medical, Dental, and Vision)
Paid Time Off
Paid Holidays
401(k) matching
Group Life and Disability insurance
Professional Development opportunities
Wellness programs
A variety of other perks
Company
HTC Global Services
HTC Global Services Inc., is a global provider of Information Technology and Business Process Services and Solutions.
10001+ employees
H1B Sponsorship
HTC Global Services has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (361)
2024 (367)
2023 (440)
2022 (314)
2021 (227)
2020 (438)
Funding
Current Stage
Late StageTotal Funding
$1.2MKey Investors
Michigan Economic Development Corporation
2024-12-10Grant· $1.2M
Leadership Team
Gunasekaran Nadar
CHIEF FINANCIAL OFFICER
Girish Arora
Vice President, Financial Services and Insurance
Recent News
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