Clinical Service Desk-Helpdesk

The Clinical Service Desk role supports inbound healthcare IT inquiries in a 24/7 call center, focusing on Epic, Cerner, McKesson and Meditech applications with flexible shifts including nights, weekends, and holidays.

Location

Fargo, ND (remote)

Compensation

USD 20 - 25 per hour

Responsibilities

• Handle inbound customer calls as part of the Provider Clinical Service Desk in a 24/7/365 call center.
• Shift flexibility is required, including nights, weekends, and holidays; account-specific training is conducted during day shift hours, regardless of assigned shift.
• Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of clinical applications such as Epic, Cerner, McKesson and Meditech; incidents may include workflow issues, application errors, user access, and functionality.
• Track and document appropriate comments, and close or escalate the incident tickets and related issues in a timely manner.
• Drive resolution of incidents on a 24/7 desk.
• Read text on computer screens for the duration of the shift.
• Remain at designated workspace and in the phone queue for an 8 to 10-hour period with scheduled breaks.
• Ensure a quiet, private workspace with high speed wired internet.
• Travel up to 10% of the time, if required.
• Lift up to 25 lbs. if needed for equipment setup.
• Have a working cell phone for manager communication and Two-Factor Authentication.

Requirements

• Minimum of 4 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience (ie, 2 years of work experience and 2 years of technical education).
• Minimum of 1 year of technical troubleshooting experience
• High school diploma or equivalent required
• Minimum 1 year Customer Service experience

Technologies

• Epic
• Cerner
• McKesson
• Meditech

Benefits

• Medical, dental, and vision insurance with an employer contribution
• Flexible spending or health savings account
• Life and AD&D insurance
• Short and long term disability coverage
• Paid time off
• Employee assistance
• Participation in a 401k program with company match
• Additional voluntary or legally-required benefits

About NTT DATA

Req ID: 381887

NTT DATA offers a reasonable compensation range for U.S. based positions. For this remote role, the starting pay is $22.00 per hour.

NTT DATA is a $30 billion global provider of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long term success.