Service Desk - IT Healthcare (Mid Shift)

Location: Onsite in Troy, Michigan, United States; one weekend shift per week is required.

Company

hirify.global provides IT services and supports clients through technology, healthcare, and professional service teams.

What you will do

• Provide first- and second-level support to healthcare employees, patients, physicians, and nurses.
• Receive calls and requests, verify customer information, document incidents, and record troubleshooting steps.
• Research and resolve clinical and technical issues through telephone, email, and other support channels.
• Escalate complex issues, provide callbacks, and support users across company sites.
• Contribute to the Clinical Knowledge Base and participate in projects improving resolution-center quality and efficiency.
• Learn and support clinical workflows in Epic, Cerner, Meditech, and Allscripts EMR systems throughout the patient admit-to-discharge process.

Requirements

• High school diploma and strong PC literacy, typing, communication, organizational, and time-management skills.
• Knowledge of Citrix and VPN, with experience troubleshooting printers, web browsers, local and web-based software, and basic network issues.
• Experience using an ITSM system to document incidents and service requests.
• Ability to analyze and resolve customer concerns, multitask under pressure, maintain attention to detail, and work independently or collaboratively.
• Interest in clinical or medical environments and willingness to learn EMR applications and workflows.
• At least 18 months of Service Desk Analyst experience is preferred; previous nursing, medical, pharmacy, or major clinical EMR experience is also preferred.

Nice to have

• Experience with Epic, Cerner, or Allscripts.
• HDI Support Center Analyst Certification.
• Previous experience in a nursing, medical, or pharmacy environment.

Culture & Benefits

• Full-time employment at 40 hours per week with opportunities for long-term career growth and professional development.
• Health, dental, and vision insurance, paid time off, and paid holidays.
• 401(k) matching, life and disability insurance, wellness programs, and other benefits.
• Collaboration with clients and technical experts in high-performing teams.
• Inclusive workplace committed to diversity, dignity, respect, and equal employment opportunity.