Remote IT & Clinical Systems Support Specialist

Pearl; Buenos Aires; Teletrabalho; ARS 68 155 000 - 113 592 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Remote work

Health coverage

Mentorship

Learning & development

Global networking

Competitive salary

Resumo da oferta

Pearl Talent is recruiting an IT Support Specialist for a US-based pediatric virtual care company. You will be the main tech support for providers and first-line IT support for employees, ensuring secure access and smooth operation across clinical and business apps.

Responsibilities include onboarding/offboarding, provider and employee support, and maintaining documentation. This role emphasizes HIPAA-compliant practices, collaboration with an external IT partner, and the ability to work

Qualificações

• 2+ years in IT support, help desk, or clinical systems support.
• Hands-on Google Workspace admin, including account creation and MFA setup.
• First-line troubleshooting of SaaS apps, browsers, Slack and Zoom for non-technical users.
• Experience provisioning/deprovisioning user accounts during onboarding/offboarding.
• Experience triaging support requests and escalating them to external IT providers.
• Written IT documentation (SOPs, guides, checklists).
• English at C1+ level.

Responsabilidades

• Serve as first contact for provider tech and system issues; troubleshoot access, permissions, and scheduling in clinical apps.
• Handle onboarding/offboarding: create/modify/deactivate accounts; ensure readiness before go-live.
• Provide first-line IT support for Google Workspace, Slack, Zoom, MFA, browsers, and business apps.
• Escalate complex issues to managed IT partners, vendors, or Engineering.
• Monitor, prioritize, and resolve requests; update SOPs and checklists; reduce recurring issues.

Conhecimentos

IT support

Google Workspace

Onboarding/offboarding

Documentation

English proficiency

Formação académica

2+ years experience

Ferramentas

Healthie

DoseSpot

Slack

Zoom

MFA setup

Zendesk/Jira Service Management

Descrição da oferta de emprego

Work From Anywhere in LATAM

Work Schedule: PST | 8:00 AM – 5:00 PM, with occasional after-hours on-call for urgent (P0) issues

About Pearl Talent

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund.

Hear why we exist, what we believe in, and who we're building for:
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About the Client

A US-based pediatric virtual care company is looking for an IT Support Specialist to be the main technology support resource for its providers and first-line IT support for its employees.

The company delivers care through a growing network of remote providers. It runs on a modern stack of clinical and SaaS tools and works with an external managed IT partner. It operates in a HIPAA-regulated environment, so reliable systems and accurate access controls directly affect patient care.

About the Role

Day to day, this role handles provider and employee support requests, sets up and removes system access during onboarding and offboarding, troubleshoots clinical and business applications, and escalates complex issues to the IT partner, vendors, or Engineering. The role also owns the provider support process and its documentation. Success means providers are fully set up before their first patient, issues are resolved quickly and tracked through closure, and recurring problems decline over time.

Core Responsibilities

Provider & Clinical Systems Support

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 simple process for providers to submit, track, and escalate support requests. Maintain provider-facing troubleshooting guides and "how to get help" documentation.

Onboarding & Offboarding

Create, modify, and deactivate provider and employee accounts following established workflows. Confirm all required systems are ready before a provider starts seeing patients. Remove system access promptly and completely during offboarding. Keep accurate records of user access and system configuration.

Company-Wide IT Support

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.

Ticket Management & Process Improvement

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. Spot recurring issues and recommend fixes or automations to reduce repeat requests.

Security & Compliance

Follow HIPAA, privacy, and information security policies for all company and patient data. Support secure provisioning, deprovisioning, authentication, and role-based access. Escalate suspected security or privacy incidents according to company procedures.

Requirements

Must-Have

• 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

Nice-to-Have

• 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
• Remote Work: Fully remote—work from anywhere
• Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
• Generous PTO: In accordance with company policy
• Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
• Direct Mentorship: Guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Connect with professionals worldwide

Our Recruitment Process

Application Screening Skills Assessment Topgrading Interview Client Interview Job Offer Client Onboarding

Ready to Join Us? If you’re empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you.