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Service Desk Careers


Healthcare technology is a rapidly growing field, and a perfect launch pad for your IT or customer service career. Our Service Desk Support team delivers great client experiences and fast, expert support for common hospital and patient IT challenges. At HCTec you will develop technical and client support skills you’ll use now and throughout your career.

Our Service Desk Support team provides 24/7 assistance for physicians, clinicians and hospital staff. We help “keep the lights on” for our partners so their in-house IT teams can focus on vital projects and system improvements.

As an HCTec Service Desk employee, you will receive training on hospital technology, electronic medical records, client workflows and the customer support skills needed for success. You’ll work with the latest technology and learn about healthcare systems across the nation.

At HCTec you will develop technical and client support skills you will use now and throughout your career.

Socially distanced cubicles with team members working.

HCTec’s Service Desk employees enjoy:

  • Full health and well-being benefits package for full-time employees
  • Paid Time Off
  • Day, Evening and Weekend shifts
  • Professional development programs focused on healthcare and service skills
  • Paid Community Volunteer hours
  • Rewards and Recognition
  • Events and Celebrations

“I’ve had continuous training in my role that’s helped me to be successful. I have amazing colleagues who I can depend on.”
– HCTec Service Desk Analyst

Two HCTec team members talking.

Service Desk Careers

All Service Desk Opportunities

Active Directory Analyst (Brentwood, TN)

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The Active Directory Analyst is responsible for establishing correct user access across multiple client applications following agreed upon policies and procedures. The incumbent ensures configuration, testing, validation, maintenance, incident resolution, and ongoing support of the related active directory and additional 3rd party application(s) as well as maintaining in-depth knowledge of the software functionality and acquiring/utilizing knowledge of the related end user operational workflows.

ESSENTIAL FUNCTIONS: To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation. 

Technical Support

  • Resolve end user reported incidents/problems and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
  • Use expertise to create critical, technical documentation of service requests.
  • Provide timely follow-up and status updates to clients as issues are processed and resolved.
  • Proactively make suggestions to leadership to reduce or eliminate recurring issues and mitigate risk.
  • Follow established guidelines for system change control.
  • Manage, maintain, and document Active Directory integrations.
  • Maintain and ensure service-level and availability of Active Directory infrastructure.
  • Participate in troubleshooting and incident/problem resolutions with other infrastructure teams.

Client Provisioning

  • Operate as point of contact for access to client systems, including Electronic Medical Records, ticketing systems, IVRs, reporting tools, and other platforms.
  • Understand appropriate access by team and function, application process and timelines, and potential barriers to success.
  • Identify issues with current distributed provisioning processes and create and deploy new practices for a centralized function that improves response time, mitigates client- and agent-side issues, and increases overall efficiency.
  • Continuously monitor status of all provisioning activities and current licenses.
  • Ensure highest standards of security, privacy, and data integrity are met regarding the overall provisioning and access of systems.


  • Coordinate and escalate support of complex, enterprise level active directory solutions, specifically pertaining to security.
  • Perform various functions and duties in support of audit and compliance deliverable - verification/remittance of directory security evidence.


  • Provide excellent customer service to customers by monitoring and responding quickly and effectively to requests.
  • Assist with training team members on practices procedures, and technical aspects of the job.
  • Lead and mentor junior active directory administrators in best practices and procedures.
  • Perform other duties as assigned.

Additional Information:

Customer Focus:

  • Position primarily serves external clients.


  • Access to and/or works with sensitive and/or confidential information.


  • Exhibit a deep understanding of healthcare regulatory and compliance (e.g., HIPAA, HPI, Joint Commission Standards). Skilled in the design and application of policies and procedures.  Knowledge of Corporate Standards and Recommended Practices.

KNOWLEDGE, SKILLS & ABILITIES: The requirements listed below are representative of the knowledge, skills and/or abilities required.

Education: Associate’s degree in Information Systems, Business, or related technical field; equivalent experience can be .


  • 3 years’ Active Directory experience supporting IT and network services in a distributed environment
  • Experience with agile development methods
  • Experience with data integration mechanisms
  • Experience with architectural design tools
  • Technical experience with active directory security
  • Knowledge of AD Security best-practices, latest security threats/trends and mitigations
  • Experience with active directory object management, security models and trust creation
  • Strong working knowledge of Windows 2008, 2012 and 2016 operating systems platforms, DNS, networks, DMZs, firewalls, network security zones and IPv6 preferred
  • Experience performing large scale upgrades, migrations, transitions and consolidation of active directory domains and forests
  • Working knowledge of Certificate/CA/PKI infrastructure
  • Hands on experience on Active Directory Installation, administration, optimization, problem isolation and resolution preferred
  • Performed cross platform audits of Active Directory (AD) objects and user permissions.
  • Developed organizational units in Active Directory (AD) and managed user security with group policies.
  • Managing Group Policy Objects (GPOs) throughout the Active Directory (AD) enterprise Configure users, groups, group policy objects, service accounts, application layer services and other objects, often coordinating with software developers.
  • Knowledge of installing, upgrading and maintaining Certificates
  • Working experience on the Microsoft Account management
  • Hands on experience in the MS SQL administration
  • Knowledge in the Load Balancer Roles and Responsibilities
  • Able to demonstrate a detailed understanding of Active Directory and the identity management approaches
  • Demonstrate strong organizational, analytical and problem-solving skills in order to evaluate situations make recommendations and take prompt action.
  • Strong knowledge of AD zone types as well as multi forest design and communications
  • Comprehensive background in managing Windows server and workstation-based operating systems via Active Directory Group Policy.

Certifications & Licenses:

Valid State Drivers’ License

Skills and Abilities:

Business Mathematical Skills -- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to draw and interpret graphs.

Technical Computer Skills – Demonstrate use of intermediate computer operations (basic programming, relational databases, and operating systems) and intermediate software packages.

Communication – Excellent communication skills, including proven experience effectively communicating technical challenges and solutions to peers, customers and senior management.

Varied Business Problems – Problems are varied and complex, requiring analysis or interpretation of the situation.  Problems are solved using knowledge and skills, general precedents and practices.

Job Specific Impact -- Decisions generally affect own job or assigned functional area.

Functional Independent Judgement – Provides and sets goals and priorities for functional area.  May make recommendations for the department policies, practices, and programs.  Makes decisions for and/or resolves problems for others.

Moderate Planning / Organization -- Handle multiple tasks simultaneously with moderate complexity.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift, push, pull and/or move up to 50 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.


Works in well-lit, ventilated and climate-controlled office environment with routine office equipment; some equipment has moving mechanical parts.

Noise level in the work environment is typical for an office and/or hospital environment.

Minimum overnight travel (up to 10%) by land and/or air.

View Job Description

Epic Application Coordinator - Ambulatory (Remote)

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**Epic Ambulatory Certification Required**

**Additional Certifications Preferred (Beacon, MyChart, Phoenix, Care Everywhere, Ortho, Healthy Planet, Referrals, Welcome, Research)**

Experience with Community Connect, Haiku, Canto, EpicCare Link, Nurse Triage a plus

Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.


Technical Support

  • Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
  • Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

  • Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
  • Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
  • Develop and maintain detailed documentation on system configurations and technical components.
  • Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

  • Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
  • Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
  • Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.
View Job Description

Hohenwald Full-Time Service Desk Analyst (Remote)

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Do you have a technical/IT acumen? Have you worked at a service desk?

Are you passionate about customer service?

What is the work?

  • Supporting hospital clients with basic IT customer service (portal navigation, password      inquiries, etc.)
  • Providing great service with a great attitude and using problem solving skills to quickly address issues
  • We need extra support because hospitals are busy due to COVID-19 and patients need our support

What is the shift?

  • Variety of shifts available

    What are the technology requirements?

    • Private work space
    • Stable high-speed internet connection
    • Personal computer
    • HCTec will provide an access point for our network (we’ll either ship to you or you can pick up from Brentwood or Hohenwald office)


    • Basic technical competencies
    • Strong customer service
    • Contingent on passing background check & drug screen
    • Paid training provided
    View Job Description

    Service Desk Supervisor (Brentwood Or Hohenwald, TN)

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    Do you have supervisory experience in a call center or similar type of environment? 

    Do you have a technical acumen?

    Join our Team

    HCTec's Managed Services' Team provides Tier I/Help Desk and Tier II Application Support Managed Services to clinicians, patients, admin staff, and students  at many of the largest and most respected healthcare providers in the country. We are currently seeking a Service Desk Supervisor to join our location at either our Hohenwald, TN or Brentwood, TN Service Centers. You must be able to work onsite at either location during day shift hours. HCTec Service Centers support our healthcare clients via phone support, live chat sessions, and email to troubleshoot technical issues for end users. Your role will be to provide supervision and support to your designated team members. 

    What You'll Be Doing

    The main responsibility of the Supervisor is to supervisor, develop, and guide service desk analysts to ensure their ability to provide outstanding customer service and execute tasks effectively. You will be working closely with your peer supervisors organizing and supervising the staff and daily activities of the service center to help ensure that Service Level Agreements (SLAs) are being met. 

    What We're Looking For

    • 2+ years' relevant Supervisory experience (Call Center, Service Center, and/or Help Desk, preferred) 
    • Technical acumen
    • Passion for and responsibility to the customer with proven experience; communicates effectively both oral & written
    • Active listeners
    • Problem solvers
    • Multi-taskers; ability to work in a fast-paced environment


    • Experience working in a healthcare environment

    • Experience with EMR (Cerner or Epic, preferred)

    Education: Completion of two-year community college/vocational/technical school or comparable relevant experience, ; Bachelor’s degree preferred

    What's In It For You

    • Making a difference in the lives of healthcare professionals. 
    • Opportunity to learn and advance in a high growth organization
    • Full benefits' package, including medical, dental, 401(k) and many more! (even pet insurance!)
    • Paid time off and holidays!
    • Fun culture!
    • Learning environment!
    • Opportunity to work with premier healthcare institutions!

      View Job Description

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