IT & Clinical Systems Support Specialist – Senior

• 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

• 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

• 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