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Service Desk

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Troy, United States Ciber Full time

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Technical Service Desk Analyst:

Job Description:

The Technical Service Desk Analyst /Clinical Resolution 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.
  • 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.