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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT support and troubleshooting for clinical applications, with a strong focus on user administration, account provisioning, and adherence to HIPAA regulations. Proficient in creating and maintaining documentation, managing support requests, and collaborating with external IT partners.
Highest-signal resume keywords
IT Support ExperienceGoogle Workspace AdministrationSaaS Application TroubleshootingHIPAA ComplianceEHR/EMR Support
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
User Account ProvisioningTroubleshooting Clinical ApplicationsRole-Based Access ManagementTechnical Documentation WritingSupport Request Triage
Soft Skills
Problem-SolvingCommunicationCollaboration
Tools & Technologies
Google WorkspaceSlackZoomHealthieDoseSpotZendesk
Industry Keywords
HealthcareHealth-TechTelehealthHIPAA-Regulated Industry
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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