IT & Clinical Systems Support Specialist
New
P
PearlHealthcare technology
Work From Anywhere in LATAM, PST | 8:00 AM – 5:00 PM, with occasional after-hours on-call for urgent (P0) issuesFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- English at C1+ CEFR level
- Experience
- 2+ years in IT support, help desk, technical support, application support, or clinical systems support
- Required Skills
- Google WorkspaceSlackHIPAA
Requirements
- Have 2+ years in IT support, help desk, technical support, application support, or clinical systems support.
- Have hands-on Google Workspace user administration experience, including account creation, permissions, and MFA setup and resets.
- Be able to troubleshoot SaaS applications, browsers, Slack, and Zoom for non-technical users.
- Have experience provisioning and deprovisioning user accounts with role-based access during onboarding and offboarding.
- Have experience triaging support requests and escalating them to an external IT provider, vendors, or engineering teams through resolution.
- Provide written IT documentation on a CV or in a portfolio, such as SOPs, troubleshooting guides, or onboarding/offboarding checklists.
- Have English proficiency at C1+ CEFR level.
- Healthcare, health-tech, telehealth, HIPAA-regulated industry, EHR/EMR, or clinical application experience is a plus.
- Experience with Zendesk or similar ticketing platforms, software rollouts, or managed service providers is a plus.
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.
- Create, modify, and deactivate provider and employee accounts during onboarding and offboarding.
- Confirm required systems are ready before providers start seeing patients and remove access promptly during offboarding.
- Provide first-line support for Google Workspace, Slack, Zoom, MFA, browsers, and business software.
- Monitor, prioritize, resolve, and follow up on support requests and escalations through closure.
- Write and update SOPs, checklists, troubleshooting guides, and system documentation.
- Identify recurring issues and recommend fixes or automations.
- Follow HIPAA, privacy, and information security policies and escalate suspected incidents.
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