IT Helpdesk Associate

NTT Ltd is hiring an IT Helpdesk Associate to support healthcare customers through inbound calls in a 24x7x365 Provider Clinical Service Desk environment.

Responsibilities

• Work as an agent in the Provider Clinical Service Desk, primarily handling inbound customer calls
• Support customers in a call center environment operating 24x7x365
• Answer service desk calls from healthcare customers related to the clinical aspects of applications including Epic, Cerner, McKesson, and Meditech
• Troubleshoot incident types such as workflow issues, application errors, user access concerns, and functionality problems
• Document appropriate comments, and close or escalate incident tickets and related issues in a timely manner
• Drive incident resolution for a 24/7 service desk
• 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 period with scheduled breaks
• Maintain a quiet, private workspace with high-speed wired internet
• Use a working cell phone for manager communication and enable Two-Factor Authentication
• Be prepared to travel up to 10% if required
• Lift up to 25 lbs if needed for equipment setup

Requirements

• Shift flexible: night, weekend, and/or holiday work required
• Minimum of 1 year Call Center Customer Service experience
• Minimum of 4 years service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience (example provided: 2 years work experience and 2 years technical education)
• Minimum of 1 year technical troubleshooting experience
• High school diploma or equivalent required
• Eligible only for direct staff employment with NTT DATA, Inc. or its subsidiaries (1099 or corp-2-corp contractors or equivalents will not be considered)
• Have a working cell phone for manager communication and Two-Factor Authentication

Technologies

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

Benefits

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

Preferred Qualifications

• Minimum of 4 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience (example provided: 2 years work experience and 2 years technical education)
• Minimum of 1 year of technical troubleshooting experience
• High school diploma or equivalent required

Preferred Skills

• Experience in a call center environment
• Service philosophy in interactions with clinicians and colleagues
• Effective communication and interpersonal skills
• Proficient typing and English language skills (verbal and written)
• Strong listening abilities to understand caller needs and requests
• Exceptional ability to work optimally in a fast-paced environment

Location: Fort Worth, TX (remote)

Salary: USD 34,387 - 56,188 per year