Health IT Specialist T1

Helpware; Cebu City; On-site; PHP 360,000 - 540,000; Full time

Job summary

Helpware in the Philippines is seeking a Health IT Specialist I to provide frontline technical support for healthcare software, EMR/EHR integrations, and hardware issues. You’ll work via phone, email, chat, and remote sessions to resolve incidents and ensure a smooth client experience.

Experience with Windows OS, EMR systems, and remote tools is highly valued. Join a team focused on customer satisfaction, implementation collaboration, and operational excellence while supporting healthcare

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Healthcare Informatics, or a related field preferred.
• At least 1–2 years of experience in technical support, help desk, IT support, or a related customer-facing technical role.
• Strong knowledge of Windows operating systems and basic network troubleshooting.
• Experience supporting software applications, hardware devices, or healthcare technology solutions is an advantage.
• Familiarity with Electronic Medical Records (EMR/EHR) systems and healthcare software integrations is preferred.
• Experience using remote support tools such as Microsoft Teams, Cisco WebEx, LogMeIn Rescue, or similar platforms.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Ability to document incidents accurately and maintain detailed support records.
• Strong customer service orientation and ability to build positive relationships with internal and external customers.
• Ability to work independently, manage multiple priorities, and escal…
• Experience assisting with software implementation, system configuration, or user training is a plus.

Responsibilities

• Provide frontline technical support for client products via phone, email, chat, and remote assist sessions.
• Identify part numbers/pricing for internal/external customers.
• Troubleshoot, document, and resolve issues tied to client products; escalate to Tier II when needed.
• Follow-up with customers to ensure issues are resolved.
• Maintain good rapport with internal and external customers.
• Document client incidents in the incident management system for trend analysis.
• Troubleshoot Windows OS and basic network connectivity issues.
• Troubleshoot EMR connectivity issues related to Midmark software and device integrations.
• Support training and knowledge transfer to new hires and team members.
• Assist Implementation Team/Tier 2 to install, configure, and validate client software.

Skills

Windows OS

Network troubleshooting

EMR/EHR familiarity

Remote support tools

Technical support

Customer communication

Documentation

Customer service

Multitasking

Training assistance

Education

Bachelor's degree in Information Technology/Healthcare Informatics or related field

Tools

LogMeIn Rescue

Cisco WebEx

Microsoft Teams

Job description

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our Philippines Team is growing and we're looking for experienced Health IT Specialists to join our Helpware team.

Position Overview:

The Health IT Specialist I serves as the frontline technical expert for healthcare technology solutions, providing exceptional support to customers through phone, email, chat, and remote assistance. This role troubleshoots software, hardware, network, and EMR integration issues, ensuring timely resolutions while delivering a seamless customer experience. Working closely with cross-functional teams, the specialist helps drive successful implementations, customer satisfaction, and operational excellence.

Responsibilities:

• Provide critical end-user technical support for client products via phone, email, chat, and remote assist sessions (LogMeIn Rescue 123, Cisco WebEx, and MS Teams).
• Identify part numbers/pricing for internal/external customers.
• Troubleshoot, document, and resolve any reported issue tied to client products, escalating to Tier II support when necessary.
• Follow-up with customers to ensure their issue has been resolved.
• Maintain a good rapport with internal and external customers.
• Document customer complaints within client's incident management application so high impacting customer issues can be trended and acted upon.
• Troubleshoot basic to moderate complexity of Windows operating systems and network communication issues.
• Troubleshoot EMR connectivity issues related to Midmark software and device integrations.
• Other duties as assigned.

Secondary Duties:

• Assists training new hires.
• Support the Implementation Team/Tier 2 to install, configure, and validate the client's software solutions.
• Other duties as assigned.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Healthcare Informatics, or a related field preferred.
• At least 1–2 years of experience in technical support, help desk, IT support, or a related customer-facing technical role.
• Strong knowledge of Windows operating systems and basic network troubleshooting.
• Experience supporting software applications, hardware devices, or healthcare technology solutions is an advantage.
• Familiarity with Electronic Medical Records (EMR/EHR) systems and healthcare software integrations is preferred.
• Experience using remote support tools such as Microsoft Teams, Cisco WebEx, LogMeIn Rescue, or similar platforms.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Ability to document incidents accurately and maintain detailed support records.
• Strong customer service orientation and ability to build positive relationships with internal and external customers.
• Ability to work independently, manage multiple priorities, and escal…
• Experience assisting with software implementation, system configuration, or user training is a plus.