Clinical Service Desk Helpdesk

Support clinical technology users by handling inbound calls, resolving incidents, and escalating issues within a 24x7x365 provider clinical service desk.

Responsibilities

• Work as an agent on the Provider Clinical Service Desk, primarily handling inbound customer calls
• Support healthcare customers in a 24x7x365 call center environment
• Answer incoming calls covering the clinical aspects of applications including Epic, Cerner, McKesson, and Meditech
• Resolve and manage incidents related to workflow issues, application errors, user access, and functionality
• Track, document, and maintain appropriate incident comments
• Close or escalate incident tickets and related issues in a timely manner
• Drive incident resolution across a 24/7 desk workload
• Read text on computer screens for the duration of the shift
• Remain at the designated workspace and in the phone queue for an 8 to 10 hour shift with scheduled breaks
• Maintain a quiet, private workspace with high speed wired internet
• Be prepared to travel up to 10% of the time, if required
• Be able to lift up to 25 lbs if needed for equipment setup
• Use a working cell phone for manager communication and maintain Two-Factor Authentication readiness

Requirements

• Must be shift flexible; shift work includes nights, weekends, and/or holidays
• Account-specific training is conducted during day shift hours regardless of assigned shift
• Minimum 1 year of technical troubleshooting experience
• Minimum 4 years of service desk/helpdesk experience, or an equivalent combination of education and technical troubleshooting experience (for example, 2 years work experience and 2 years technical education)
• High school diploma or equivalent required
• Minimum 1 year Call Center / Customer Service / Application support experience
• Direct staff employment only: only candidates interested in direct staff employment opportunities with NTT DATA, Inc., or its subsidiaries will be considered
• Temp or corp-to-corp contractors (or equivalent) will not be considered

Technologies

• Epic
• Cerner
• McKesson
• Meditech
• Two-Factor Authentication

Benefits

• Full comprehensive benefits package starting from first day of employment
• Medical, dental, and vision insurance with an employer contribution
• Flexible spending or health savings account
• Life and ADD insurance
• Short and long term disability coverage
• Paid time off
• Employee assistance
• 401k program with company match
• Additional voluntary or legally-required benefits

Additional Notes

• Schedule may change based on client and business requirements or training needs
• Overtime may be required depending on business requirements

Location: Lincoln, NE (remote) | Salary: USD 37,944 - 62,000 per year | Experience: 4+ years