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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk - IT Healthcare (PT) - **Company:** HTC Global Services, Inc. - **Location:** Troy, MI, United States (Remote available) - **Contract:** Permanent contract - **Skills:** Cerner, Computer Literacy, Web Browsers, Virtual Private Networks (VPN), Networking Basics, Citrix Systems, Web Applications, Electronic Medical Records, Meditech, Allscripts - **Published:** August 15, 2026 - **Apply:** https://jobs.mitalent.org/job-seeker/job-details/JobCode/401924382 ## About the Role * Basic typing skills. * Knowledge of Citrix and VPN. * Experience troubleshooting printers, web browsers, local and web-based software issues, and basic network-related issues. * Ability to utilize an ITSM system to document incidents and requests. * Strong listening, verbal, and written communication skills. * Strong sense of urgency with the ability to multitask and maintain attention to detail. * Positive attitude and willingness to learn EMR applications and workflows for Level 1 support. * Strong organizational, communication, and time management skills. * Professionalism and business maturity. * Ability to troubleshoot, analyze, and resolve customer concerns. * High technical aptitude and strong PC literacy skills. * Ability to work independently and collaboratively in a team environment while performing under pressure. Education and Experience * Minimum high school diploma. * Interest in the clinical or medical field with a strong desire to learn. * Strong customer service and communication skills. * Minimum 18 months of Service Desk Analyst experience preferred. * Previous experience in a nursing, medical, or pharmacy environment is a plus. * Experience with major EMR applications such as Epic, Cerner, or Allscripts is preferred. * HDI Support Center Analyst Certification is a plus. What Makes HTC A Great Place To Build Your Future ## Description The Technical Service Desk Analyst provides first and second-level support to healthcare employees and patients. This role requires a high degree of customer service, clinical knowledge within acute and post-acute environments, and the ability to resolve clinical and technical issues. The analyst will leverage clinical issue resolution resources, support clinicians, and contribute to improving patient care outcomes. Schedule Requirement: Employees must work at least one weekend shift (Saturday or Sunday) each week. Key Responsibilities * Receive incoming calls from the client community and provide first-level support. * Document each call, verify customer information, and record all troubleshooting steps. * Research, resolve, and respond to clinical and technical questions received via phone, email, and other channels. * Provide timely callbacks and escalate issues to the appropriate individual or group when necessary. * Assist with resolving user and support issues across company sites to ensure knowledge sharing and user satisfaction. * Routinely contribute to the Clinical Knowledge Base. * Provide accurate and creative solutions to user issues of moderate complexity. * Maintain current knowledge of clinical and technical product offerings and support policies. * Participate in team projects that improve the quality and efficiency of the resolution center. * Assist with special clinical product-related issues as needed. * Learn and gain experience with clinical workflows within EMR systems such as Epic, Cerner, Meditech, and Allscripts. * Support clinicians throughout the patient admit-to-discharge process. * Work directly with physicians and nurses to troubleshoot technical issues impacting patient care. ## Related Videos - [From Bedside Beeps to Interoperable Bytes – Getting your medical devices ready to talk the IEEE 11073 language](https://www.wearedevelopers.com/videos/771-from-bedside-beeps-to-interoperable-bytes-getting-your-medical-devices-ready-to-talk-the-ieee-11073-language) - [HR Tech: An Essential Ingredient for Tech-Driven Business Transformation](https://www.wearedevelopers.com/videos/1482-hr-tech-an-essential-ingredient-for-tech-driven-business-transformation) - [What If We Designed Employee Experience Like a Customer Journey?](https://www.wearedevelopers.com/videos/1824-what-if-we-designed-employee-experience-like-a-customer-journey) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Top 6 Hackathons for Developers in 2023](https://www.wearedevelopers.com/magazine/263-top-6-hackathons-for-developers-in-2023) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)