Clinical Service Help Desk Analyst - Remote

NTT DATA Services•St. Louis, MO

22h•$37,944 - $62,000•Remote

About The Position

We are seeking a Clinical Service Desk Analyst to join our Provider Clinical Service Desk. This role is primarily responsible for handling inbound calls from healthcare professionals and providing technical and application support for clinical systems. The successful candidate will troubleshoot issues involving leading Electronic Health Record (EHR) and clinical applications, including Epic, Cerner, McKesson, and MEDITECH. This is a fast-paced, customer-focused, 24x7x365 service desk environment where strong communication, technical troubleshooting, and problem-solving skills are essential.

Requirements

Minimum of 1 year of call center, customer service, or application support experience.
Minimum of 1 year of technical troubleshooting experience.
High school diploma or equivalent required.
Strong computer literacy and ability to learn and support clinical applications.
Candidates must be flexible to work varying shifts, including nights, weekends, holidays, and other non-standard hours.
Employees must maintain a quiet, private workspace suitable for handling confidential healthcare-related calls.
A high-speed, wired internet connection is required.
A working cell phone is required for manager communication and Two-Factor Authentication (2FA).
Ability to remain at a workstation and in the phone queue for an 8–10 hour shift, with scheduled breaks.
Ability to lift up to 25 lbs. when required for equipment setup.

Nice To Haves

4+ years of service desk/help desk experience, or an equivalent combination of education and technical troubleshooting experience.
Experience supporting healthcare applications, EHR/EMR systems, or clinical workflows.
Experience working in a call center or high-volume service desk environment.
Experience with one or more of the following: Epic, Cerner, McKesson, MEDITECH.
Experience supporting healthcare professionals, clinicians, hospitals, or other healthcare organizations.
Strong customer service and service-oriented mindset.
Excellent verbal and written communication skills.
Strong active listening and questioning skills to accurately understand user needs.
Effective technical troubleshooting and problem-solving abilities.
Proficient typing and computer skills.
Strong English communication skills, both verbal and written.
Ability to remain calm, professional, and effective in a fast-paced environment.
Ability to prioritize multiple incidents while maintaining accuracy and attention to detail.
Strong teamwork and collaboration skills.
Ability to work independently while following established procedures and escalation processes.

Responsibilities

Respond to inbound service desk calls from healthcare customers regarding clinical applications and related technology issues.
Troubleshoot clinical application issues involving Epic, Cerner, McKesson, MEDITECH, and other healthcare applications.
Diagnose and resolve issues related to application functionality, workflows, errors, user access, and system behavior.
Gather relevant information from clinicians and users to accurately identify and troubleshoot incidents.
Document troubleshooting steps, resolution details, and customer interactions clearly and accurately within the service management system.
Create, update, escalate, and close incident tickets in accordance with established procedures and service-level requirements.
Take ownership of incidents and drive issues toward timely resolution or appropriate escalation.
Provide professional, courteous, and empathetic support to clinicians and healthcare staff.
Maintain a strong customer-service mindset while working in a high-volume, fast-paced call center environment.
Collaborate with internal technical teams and client stakeholders when issues require additional investigation or escalation.
Follow established security, privacy, service desk, and client-specific procedures.
Maintain productivity and service quality while remaining in the designated workspace and phone queue for extended periods.
Read and work from computer screens for the duration of assigned shifts.