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 provide application support for clinical systems used in hospitals and healthcare organizations. The analyst serves as a critical point of contact for healthcare professionals, assisting with application issues, access requests, workflow questions, and technical incidents. The position operates in a 24x7x365 service desk environment and requires schedule flexibility. Analysts support clinicians and healthcare customers in a fast-paced, high-volume setting, combining technical troubleshooting with strong communication, customer service, and problem-solving skills. This is a direct-hire, full-time position supporting healthcare technology.

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 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.
A working mobile phone 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.
Accurately document incidents, troubleshooting steps, resolutions, and follow-up actions in the service management system.
Resolve incidents within established service levels or escalate issues to specialized support teams as appropriate.
Take ownership of incidents through resolution while maintaining a strong customer-service focus.
Communicate clearly and professionally with clinicians, healthcare staff, technical teams, and internal stakeholders.
Work effectively in a fast-paced, high-volume environment where priorities may change quickly.
Follow established processes, procedures, security requirements, and service-level expectations.
Participate in training and ongoing learning to maintain knowledge of supported applications and technologies.