Service Desk /Helpdesk Associate - -Remote

NTT DATA Services•Lincoln, NE

2d•$38,000 - $56,000•Remote

About The Position

NTT DATA Services is seeking experienced Hospital Clinical Service Desk Analysts to join its healthcare technology support team. The role serves as a key point of contact for healthcare professionals, providing application support for clinical systems used in hospitals and healthcare organizations. Analysts assist clinicians and healthcare customers with application issues, access requests, workflow questions, and technical incidents. This position operates in a 24x7x365 service desk environment and requires schedule flexibility. It is a direct-hire, full-time role supporting healthcare technology in a fast-paced, high-volume setting. Remote work requires a quiet, private workspace and high-speed wired internet; arrangements may change based on client requirements. The role may require travel up to 10%.

Requirements

At least 4 years of service desk, help desk, technical support, or remote support experience, or an equivalent combination of education and experience.
At least 1 year of hands-on technical troubleshooting experience.
High school diploma or equivalent.
Strong verbal and written English communication skills.
Excellent listening and problem-solving abilities.
Strong customer-service orientation and ability to work effectively with clinicians and healthcare professionals.
Comfort working in a 24x7x365 support environment with rotating or non-traditional shifts.
Ability to manage multiple priorities while maintaining accuracy and professionalism.
Ability to work day, evening, or overnight shifts, including weekends and holidays, and overtime when required by business needs.
Ability to remain at a designated workstation and actively participate in the phone queue for 8–10 hour shifts, with scheduled breaks.
Ability to read and work from computer screens throughout the shift.
For remote work, a quiet, private workspace and high-speed wired internet connection are required.
A working mobile phone is required for manager communication and two-factor authentication.
Ability to travel up to 10% when required.
Ability to lift up to 25 lbs. when equipment setup or support activities require it.

Nice To Haves

Experience working in a call center or high-volume service desk environment.
Experience supporting healthcare, hospital, clinical, or medical applications.
Exposure to clinical applications such as Epic, Cerner, McKesson, or Meditech.
IT service management or ITIL experience or certification.
Experience working with incident management and ticketing systems.
Strong typing and computer navigation skills.
Ability to remain calm, patient, and solution-oriented during challenging customer interactions.
Previous experience supporting mission-critical applications in a 24x7 environment.

Responsibilities

Provide Level 1 and Level 2 service desk support to healthcare customers and clinical users.
Handle inbound calls and support requests in a high-volume, customer-focused call center environment.
Troubleshoot clinical applications and systems, including Epic, Cerner, McKesson, Meditech, and other healthcare applications.
Assist users with application errors and functionality issues, clinical workflow questions, user access and authentication issues, and technical troubleshooting and incident resolution.
Document incidents, troubleshooting steps, resolutions, and follow-up actions in the service management system.
Resolve incidents within established service levels or escalate them to specialized support teams.
Take ownership of incidents through resolution while maintaining a strong customer-service focus.
Communicate professionally with clinicians, healthcare staff, technical teams, and internal stakeholders.
Follow established processes, procedures, security requirements, and service-level expectations.
Participate in training and ongoing learning to maintain knowledge of supported applications and technologies.