Desktop Support Engineer

Overview: As a Service Desk Engineer specializing in healthcare IT applications support, you will play a crucial role in providing technical assistance and support to healthcare professionals using IT systems and applications. Your primary responsibility will be to handle incoming support requests via phone, email, or through a ticketing system like ServiceNow. You will troubleshoot issues, provide guidance, and escalate complex problems as needed to ensure timely resolution and minimize downtime in healthcare settings.

Responsibilities:

1. Technical Support: Provide first-line technical support to healthcare professionals encountering issues with IT applications, including Electronic Medical Records (EMR), Practice Management Systems (PMS), Radiology Information Systems (RIS), Picture Archiving and Communication Systems (PACS), and other healthcare-specific software.

2. Issue Resolution: Diagnose and resolve technical issues related to application functionality, configuration, and performance over the phone or using remote access tools. Troubleshoot connectivity issues, user access problems, and application errors to restore service promptly.

3. User Guidance: Guide end-users on the proper use of healthcare IT applications, assisting with navigation, data entry, and troubleshooting common user errors. Provide training and create user documentation as needed.

4. Incident Management: Log all support interactions and incidents in the ServiceNow ticketing system or equivalent, ensuring accurate and detailed records of troubleshooting steps, solutions provided, and escalation paths followed.

5. Escalation Coordination: Escalate complex issues to senior engineers, application specialists, or third-party vendors as per escalation procedures. Follow up on escalated tickets to ensure timely resolution and customer satisfaction.

6. Documentation and Knowledge Sharing: Contribute to the knowledge base by documenting common issues, solutions, and troubleshooting tips. Update documentation regularly to reflect changes in applications or support processes.

7. Healthcare Compliance: Adhere to healthcare industry regulations and standards (e.g., HIPAA) when handling patient data and healthcare information. Maintain confidentiality and ensure data security in all interactions.

8. Continuous Improvement: Participate in team meetings, training sessions, and continuous improvement initiatives to enhance technical skills, stay updated on application changes, and improve support efficiency.

Requirements:

• Education: Bachelor s degree in Information Technology, Computer Science, Healthcare Informatics, or a related field. Relevant certifications (e.g., CompTIA A+, ITIL Foundation) preferred.

• Experience: Proven experience (5+ years) in a service desk or technical support role, preferably in healthcare IT or a similar regulated environment. Familiarity with healthcare applications such as Epic, Cerner, Meditech, or similar EMR systems is highly desirable.

• Technical Skills: Proficiency in troubleshooting Windows and/or macOS environments, familiarity with networking concepts (TCP/IP, DNS, DHCP), and experience with remote support tools (e.g., Remote Desktop, TeamViewer).

• Soft Skills: Strong verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users. Excellent customer service orientation, patience, and empathy in dealing with healthcare professionals under pressure.

• Teamwork: Ability to collaborate effectively with cross-functional teams, including developers, system administrators, and vendor support teams to resolve complex issues.

• Flexibility: Willingness to work in shifts, including weekends or evenings, to provide 24/7 support coverage if required.