Clinical Service Help Desk Analyst

The Clinical Service Help Desk Analyst supports healthcare professionals by handling inbound service desk calls and providing technical and application assistance for clinical systems in a 24x7x365 environment. The role troubleshoots EHR and healthcare application incidents, manages ticket lifecycles through resolution or escalation, and documents interactions in the service management system.

Key Responsibilities

• Answer inbound service desk calls from healthcare customers and assist with clinical applications and related technology concerns.
• Troubleshoot issues across clinical applications including Epic, Cerner, McKesson, MEDITECH, and other healthcare platforms.
• Analyze and resolve problems related to application functionality, workflows, errors, user access, and system behavior.
• Collect relevant details from clinicians and users to identify and troubleshoot incidents accurately.
• Record troubleshooting steps, resolution information, and customer communication clearly and accurately in the service management system.
• Create, update, escalate, and close incident tickets according to established procedures and service-level requirements.
• Maintain incident ownership by driving cases toward timely resolution or appropriate escalation.
• Provide professional, courteous, and empathetic support to clinicians and healthcare staff.
• Deliver reliable customer service while working in a high-volume, fast-paced call center setting.
• Coordinate with internal technical teams and client stakeholders when additional investigation or escalation is needed.
• Follow security, privacy, service desk, and client-specific procedures.
• Sustain productivity and service quality while working in the designated workspace and phone queue for extended periods.
• Read and work from computer screens throughout assigned shifts.

Required Qualifications

• Minimum of 1 year of call center, customer service, or application support experience.
• Minimum of 1 year of technical troubleshooting experience.
• High school diploma or equivalent required.
• Strong computer literacy and the ability to learn and support clinical applications.
• Ability to work in a 24x7x365 service desk operation.
• Flexibility for varying shifts, including nights, weekends, holidays, and other non-standard hours.
• Schedules may change based on client requirements, business needs, or training requirements.
• Account-specific training is generally conducted during daytime hours, regardless of assigned shift.
• Overtime may be required based on business and client requirements.
• Ability to maintain a quiet, private workspace for confidential healthcare-related calls.
• A high-speed wired internet connection is required.
• A working cell phone is required for manager communication and Two-Factor Authentication (2FA).
• Ability to remain at a workstation and in the phone queue for an 8–10 hour shift with scheduled breaks.
• Ability to lift up to 25 lbs when required for equipment setup.
• Travel of up to 10% may be required.

Technologies

• Epic
• Cerner
• McKesson
• MEDITECH
• Two-Factor Authentication (2FA)

Preferred Qualifications and Skills

• 4+ years of service desk/help desk experience, or an equivalent combination of education and technical troubleshooting experience.
• Experience supporting healthcare applications, EHR/EMR systems, or clinical workflows.
• Experience working in a call center or high-volume service desk environment.
• Experience with one or more of Epic, Cerner, McKesson, and MEDITECH.
• Experience supporting healthcare professionals, clinicians, hospitals, or other healthcare organizations.

• Strong customer service and service-oriented mindset.
• Excellent verbal and written communication skills.
• Strong active listening and questioning skills.
• Effective technical troubleshooting and problem-solving abilities.
• Proficient typing and computer skills.
• Strong English communication skills, both verbal and written.
• Ability to remain calm, professional, and effective in a fast-paced environment.
• Ability to prioritize multiple incidents while maintaining accuracy and attention to detail.
• Strong teamwork and collaboration skills.
• Ability to work independently while following established procedures and escalation processes.

Benefits

• Comprehensive benefits package beginning on the 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 participation with company match.
• Additional voluntary or legally required benefits.

Employment and Pay Transparency

This position is available only as a direct employment opportunity with NTT DATA, Inc. or its subsidiaries. Temporary, contract, Corp-to-Corp, or equivalent arrangements will not be considered.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $37,944-$62,000.

Location and Additional Information

Nashville, TN (remote). This role may also be eligible for incentive compensation based on individual and/or company performance. Reference: #LI-NorthAmerica.