Service Desk Analyst - Clinical Applications Support - Remote

NTT DATA Services•Lincoln, NE

2d•$44,000 - $49,034•Remote

About The Position

NTT DATA is hiring a Service Desk Analyst to support healthcare organizations and clinicians in a 24x7x365 Healthcare Provider Clinical Service Desk. The analyst is the first point of contact for healthcare customers with technical and application-related issues, assisting users with clinical applications, troubleshooting problems, documenting incidents, and resolving issues or escalating them to the appropriate support team. The role involves working in a high-volume, fast-paced call center and providing professional, patient, service-oriented support. It is primarily desk-based and requires extended periods at a computer and in the phone queue. The operation requires a flexible shift schedule, including nights, weekends, and holidays. Shifts may be 8–10 hours with scheduled breaks; schedules may change according to client, business, and training requirements. Initial account-specific training is conducted during daytime hours, and occasional overtime may be required. Remote employees need a quiet, private workspace for confidential calls, reliable high-speed wired internet, and a working cell phone for manager communication and two-factor authentication. They must remain at their designated workspace and available in the phone queue during scheduled working periods and breaks. Up to 10% travel may be required, and the role may involve lifting up to 25 lbs. when equipment setup is required. The position offers a stated starting pay range of $44,000–$49,034 and company benefits beginning on the first day of employment.

Requirements

At least 1 year of experience in a Call Center, Customer Service, Service Desk, Help Desk, or Application Support environment.
At least 1 year of technical troubleshooting experience.
High school diploma or equivalent.
Strong verbal and written English communication skills.
Strong listening and problem-solving abilities.
Comfort working with computers and reading information on screen for extended periods.
Ability to work independently while following established processes and procedures.
Strong customer-service mindset and professional approach when working with users and colleagues.
Comfort with a flexible shift schedule, including required night, weekend, and holiday shifts.
For remote work: a quiet, private workspace, reliable high-speed wired internet, a working cell phone, and availability at the designated workspace and in the phone queue throughout scheduled working periods and breaks.
Legally authorized to work directly for NTT DATA or its applicable subsidiaries; third-party, temporary, and corp-to-corp contractors will not be considered.
Ability to travel up to 10% if required.
Ability to lift up to 25 lbs. when equipment setup is required.

Nice To Haves

4+ years of Service Desk or Help Desk experience, or an equivalent combination of technical education and experience.
Experience supporting clinical or healthcare applications.
Experience in a high-volume call center or Service Desk.
Experience with Epic, Cerner, McKesson, or Meditech.
Experience in a 24x7 support environment.
Healthcare IT or clinical technology experience.

Responsibilities

Handle inbound calls from healthcare professionals and clinical staff seeking technical and application support.
Troubleshoot issues involving clinical applications such as Epic, Cerner, McKesson, and Meditech.
Assist users with application errors and functionality, workflow and usability issues, user access and login problems, and basic technical troubleshooting.
Ask effective questions and use active listening to understand caller issues and determine appropriate resolutions.
Accurately document troubleshooting steps, resolutions, and other relevant information in the service management or ticketing system.
Resolve incidents when possible and escalate more complex issues to appropriate support teams.
Follow established procedures and service levels to handle and resolve incidents in a timely manner.
Provide professional, patient, service-oriented support to clinicians and healthcare customers.
Work effectively in a high-volume, fast-paced call center or Service Desk environment.