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Clinical Service Desk Analyst

Job Description



Clinical Service Desk Analyst

GuideIT is a is a US based technology services company focused on providing value to its' customers through technology alignment and optimization. We are currently looking for a Clinical Service Desk Analyst to join our team in Plano, TX. Target start date- beginning of March. 

Job Responsibilities:

Experienced and knowledgeable Clinical Information Technology Professional seeking to contribute acquired skills within a Clinical Service Desk support role. Works well independently, or in a group setting providing all facets of Clinical Service Desk support such as troubleshooting and providing technical guidance in activities associated with the identification, prioritization, and resolution of clinical application issues. In-depth knowledge and understanding of Clinical systems. Skilled in providing Customer Service and End-User Clinical Service Desk Support. Easily identify and resolve Clinical issues and concerns. Clinical Support is a 24/7 environment; therefore, applicants must be flexible to work various shifts and be open to daytime, evenings, weekends, or holidays.

Primary duties include:

• Provide exceptional Clinical Service Desk phone support with a focus on first contact resolution

• Work closely with clinical subject matter experts to resolve issues

• Use of Desktop Remote Control tools (i.e. Bomgar, LogMeIn, etc.)

• Use of IT Service Management Tools for ticket tracking (ITSM)

• Maintain excellent verbal and written communication to ensure proper documentation for each interaction and escalate when necessary

• Resolve all issues using standard practices, procedures and company approved troubleshooting tools and workflow processes

• Provide support to investigate anomalies to determine possible root causes.

• Provide solutions and / or recommendations to end user problems reported to the Clinical Service Desk

• Maintain a working knowledge of the content of the system, user and training documentation and manage document changes and version control processes

• As needed, provide support to coach / mentor system functional end user training

• Must be flexible in work hours and strive for performing excellent customer service

• Will be rated and reviewed in customer satisfaction surveys for delivery of service

• Escalate issues to appropriate parties as necessary

Requirements:
- 1+ years of experience in a specialized technical discipline or an equivalent combination of education and experience preferably in a previous Clinical/Technical Service Desk or Call Center environment
- Knowledge of specialized software, system principles, theories, concepts, and technologies
- Understanding or familiarity with HIPAA regulations
- Knowledgeable of ambulatory/hospital clinical functional practices and/or experience supporting hospital/clinical applications
- Excellent verbal and written communication skills
- Excellent listening skills
- Strong analytical skills for problem-solving
- 1+ years Customer Service experience and ability to work with customers to resolve issues over the phone
- Experience working in a position that requires being a self-starter, quick learner, taking ownership of issues, being punctual, and dependable/reliable, and ability to retain information quickly and accurately in a very fast paced environment
- Proficiency in Microsoft Office applications, email, Internet Explorer

Desired Skills:
- eClinicalWorks (eCW) application support background a plus

- Ambulatory/hospital/clinical background a plus
- Experience with EHR systems a plus
- 1+ years’ experience troubleshooting issues
- Knowledge of ITIL methodology
- Previous healthcare experience

Minimum Educational Requirements:
- High School diploma or GED equivalent; Preferred Associates or Bachelors degree in IS and/or clinical specialty area

*This position requires that the incumbent be located with, or in close proximity to, Plano, TX

Job Requirements

 

Job Snapshot

Location US-TX-Plano
Employment Type Full-Time
Pay Type Year
Pay Rate $1,000.00 /Year
Store Type IT & Technical
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Company Overview

GuideIT LLC

At GuideIT, we value relationships, honesty, integrity, and personal service. And we believe you do, too. In an industry that has been overtaken by commoditized services, standardized solutions, inflexible contracts and impersonal treatment, we propose something different. We want to partner with people who still need high touch services, and provide them with high-quality work that sets a new industry standard. We want to develop custom solutions based on your unique needs. And we want you to feel comfortable coming back to us again and again. Simply put, we want to be the very best IT solutions provider in the industry as defined by you, our customer. At GuideIT, we love our work. We appreciate and value our customers. Still, there are some things in life that are of more direct social importance and purpose. Nonprofit organizations are hard at work on such deep issues. Learn More

Contact Information

US-TX-Plano
Morgan Vickery
Snapshot
GuideIT LLC
Company:
US-TX-Plano
Location:
Full-Time
Employment Type:
Year
Pay Type:
$1,000.00 /Year
Pay Rate:
IT & Technical
Store Type:

Job Description



Clinical Service Desk Analyst

GuideIT is a is a US based technology services company focused on providing value to its' customers through technology alignment and optimization. We are currently looking for a Clinical Service Desk Analyst to join our team in Plano, TX. Target start date- beginning of March. 

Job Responsibilities:

Experienced and knowledgeable Clinical Information Technology Professional seeking to contribute acquired skills within a Clinical Service Desk support role. Works well independently, or in a group setting providing all facets of Clinical Service Desk support such as troubleshooting and providing technical guidance in activities associated with the identification, prioritization, and resolution of clinical application issues. In-depth knowledge and understanding of Clinical systems. Skilled in providing Customer Service and End-User Clinical Service Desk Support. Easily identify and resolve Clinical issues and concerns. Clinical Support is a 24/7 environment; therefore, applicants must be flexible to work various shifts and be open to daytime, evenings, weekends, or holidays.

Primary duties include:

• Provide exceptional Clinical Service Desk phone support with a focus on first contact resolution

• Work closely with clinical subject matter experts to resolve issues

• Use of Desktop Remote Control tools (i.e. Bomgar, LogMeIn, etc.)

• Use of IT Service Management Tools for ticket tracking (ITSM)

• Maintain excellent verbal and written communication to ensure proper documentation for each interaction and escalate when necessary

• Resolve all issues using standard practices, procedures and company approved troubleshooting tools and workflow processes

• Provide support to investigate anomalies to determine possible root causes.

• Provide solutions and / or recommendations to end user problems reported to the Clinical Service Desk

• Maintain a working knowledge of the content of the system, user and training documentation and manage document changes and version control processes

• As needed, provide support to coach / mentor system functional end user training

• Must be flexible in work hours and strive for performing excellent customer service

• Will be rated and reviewed in customer satisfaction surveys for delivery of service

• Escalate issues to appropriate parties as necessary

Requirements:
- 1+ years of experience in a specialized technical discipline or an equivalent combination of education and experience preferably in a previous Clinical/Technical Service Desk or Call Center environment
- Knowledge of specialized software, system principles, theories, concepts, and technologies
- Understanding or familiarity with HIPAA regulations
- Knowledgeable of ambulatory/hospital clinical functional practices and/or experience supporting hospital/clinical applications
- Excellent verbal and written communication skills
- Excellent listening skills
- Strong analytical skills for problem-solving
- 1+ years Customer Service experience and ability to work with customers to resolve issues over the phone
- Experience working in a position that requires being a self-starter, quick learner, taking ownership of issues, being punctual, and dependable/reliable, and ability to retain information quickly and accurately in a very fast paced environment
- Proficiency in Microsoft Office applications, email, Internet Explorer

Desired Skills:
- eClinicalWorks (eCW) application support background a plus

- Ambulatory/hospital/clinical background a plus
- Experience with EHR systems a plus
- 1+ years’ experience troubleshooting issues
- Knowledge of ITIL methodology
- Previous healthcare experience

Minimum Educational Requirements:
- High School diploma or GED equivalent; Preferred Associates or Bachelors degree in IS and/or clinical specialty area

*This position requires that the incumbent be located with, or in close proximity to, Plano, TX

Job Requirements

 
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