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About the Role

NTT DATA Services is seeking experienced Hospital Clinical Service Desk Analysts to join their healthcare technology support team. In this role, you will serve as a critical point of contact for healthcare professionals, providing application support for clinical systems used in hospitals and healthcare organizations. You will work in a 24x7x365 service desk environment, assisting clinicians and healthcare customers with application issues, access requests, workflow questions, and technical incidents. The ideal candidate combines strong technical troubleshooting skills with excellent communication, customer service, and problem-solving abilities.

Responsibilities

Provide Level 1/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 issues involving 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.
Accurately document incidents, troubleshooting steps, resolutions, and follow-up actions in the service management system.
Resolve incidents within established service levels or appropriately escalate issues to specialized support teams.
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.

Requirements

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 the ability to work effectively with clinicians and healthcare professionals.
Comfortable 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 are required.
A working mobile phone is required for manager communication and two-factor authentication (2FA).
Ability to travel up to 10%, when required.
Ability to lift up to 25 lbs. when equipment setup or support activities require it.

Skills

Technical troubleshooting
Communication
Customer service
Problem-solving
Epic
Cerner
McKesson
Meditech
IT service management
ITIL
Incident management
Ticketing systems
Typing
Computer navigation

Location

Remote

Work Type

Full-Time
Direct Hire
24x7x365 Support Environment
Shift Flexibility Required

Experience Level

4+ years of service desk, help desk, technical support, or remote support experience
At least 1 year of hands-on technical troubleshooting experience

Education Level

High school diploma or equivalent

Salary/Compensations

$38,000 - $56,000

Benefits

Medical insurance
Dental insurance
Vision insurance
Flexible spending or health savings account
Life & AD&D insurance
Short- and long-term disability coverage
Paid time off
Employee assistance program
401k program with company match

About the Company

NTT DATA Services is a recognized leader in healthcare technology, helping healthcare organizations improve patient outcomes, operational efficiency, and the delivery of care through technology.
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100.
We are committed to accelerating client success and positively impacting society through responsible innovation.
We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services.
Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future.
As a Global Top Employer, we have experts in more than 50 countries.
We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners.
NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.