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.
HCTec’s Service Desk employees enjoy:
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.
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 .
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.
PHYSICAL AND MENTAL DEMANDS:
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.
WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:
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.
**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
Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.
Do you have a technical/IT acumen? Have you worked at a service desk?
Are you passionate about customer service?
What is the work?
What is the shift?
What are the technology requirements?
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!