IT & Clinical Systems Support Specialist – Senior
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Job Description
IT support specialist supporting providers, clinical applications, and employee access for a pediatric virtual care company. Managing onboarding, ticket resolution, documentation, and HIPAA-compliant access controls.
Responsibilities:
- Serve as the first point of contact for provider technology and system issues
- Troubleshoot user access, permissions, scheduling, and workflow issues in clinical applications such as Healthie and DoseSpot
- Build and maintain a process for providers to submit, track, and escalate support requests
- Maintain provider-facing troubleshooting guides and help documentation
- Create, modify, and deactivate provider and employee accounts during onboarding and offboarding
- Confirm required systems are ready before providers begin seeing patients
- Remove system access promptly and completely during offboarding
- Maintain accurate records of user access and system configuration
- Provide first-line support for Google Workspace, Slack, Zoom, MFA, browsers, and business software
- Resolve account access, permission, and basic configuration requests
- Escalate device and advanced issues to the managed IT partner, vendors, or Engineering
- Monitor, prioritize, and resolve incoming requests based on urgency and impact
- Follow up on escalations until each issue is closed
- Write and update SOPs, onboarding and offboarding checklists, and system documentation
- Identify recurring issues and recommend fixes or automations
- Follow HIPAA, privacy, and information security policies
- Support secure provisioning, deprovisioning, authentication, and role-based access
- Escalate suspected security or privacy incidents according to company procedures
Requirements:
- 2+ years in IT support, help desk, technical support, application support, or clinical systems support
- Hands-on Google Workspace user administration, including account creation, permissions, and MFA setup and resets
- First-line troubleshooting of SaaS applications, browsers, Slack, and Zoom for non-technical users
- Experience provisioning and deprovisioning user accounts with role-based access during onboarding and offboarding
- Experience triaging support requests and escalating them to an external IT provider, vendors, or engineering teams through resolution
- Written IT documentation on CV or in a portfolio: SOPs, troubleshooting guides, or onboarding/offboarding checklists
- English at C1+ CEFR level
- Experience in healthcare, health-tech, telehealth, or another HIPAA-regulated or similarly regulated industry
- Experience supporting EHR/EMR or clinical applications (Healthie, DoseSpot, or similar)
- Zendesk or a similar ticketing platform (Freshdesk, Jira Service Management)
- Experience supporting the rollout of a new software system to end users
- Experience working alongside a managed service provider (MSP) on device management
Benefits:
- Competitive salary based on experience and skills
- Fully remote work from anywhere
- Team incentives and recognition for maintaining 100% CRM hygiene and on-time reporting
- Generous PTO in accordance with company policy
- HMO coverage after 3 months for full-time employees based in the Philippines
- Direct mentorship from international industry experts
- Ongoing learning and development resources
- Global networking opportunities
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