Application Support Engineer (Clinical)

Hidden Jobs; United States; Remote; USD 65,000 - 100,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Retirement savings

Paid time off

Paid holidays

Life insurance

Short-term disability

Job summary

exactcare seeks an experienced help desk professional to provide hands-on support for clinical and business applications. You will diagnose incidents, manage access, monitor systems, and coordinate escalations in a remote role.

Role requires 5+ years in healthcare IT support, proficiency with healthcare software and EMR systems, and familiarity with Jira/Confluence/Statuspage, Windows, and MS 365. Strong communication and prioritization under pressure are essential.

Qualifications

• 5+ years of experience in a healthcare help desk or similar support environment.
• Proficiency with healthcare software, terminology, and EMR/EHR systems.
• Experience providing SME support for at least one application and aiding non-technical users.
• Familiarity with Jira, Confluence, Statuspage or comparable tools; Windows and MS 365; remote-access tools.
• Knowledge of IT service management and change-management practices.
• Strong written and verbal communication, customer-service orientation, and prioritization under pressure.

Responsibilities

• Investigate and triage internal and external app-support requests using records, knowledge, and procedures.
• Create, modify, terminate user access; maintain availability; identify outage-prone conditions.
• Escalate complex incidents and provide updates via email, phone, or status communications.
• Document symptoms and troubleshooting; maintain standards and knowledge-base content.
• Identify recurring trends and recommend improvements or upgrades; optimize queues and reports.
• Manage ticket records and assist with AD support, after-hours coverage, and process-improvement activities.

Skills

Healthcare software proficiency

Subject‑matter support

Jira

Confluence

Statuspage

Windows

Microsoft 365

RDP/LogMeIn

IT service management

Strong communication

Tools

Jira

Confluence

Statuspage

Windows

Microsoft 365

RDP

LogMeIn

Job description

Role overview

Provide hands-on support for clinical and business applications, keeping users productive by diagnosing incidents, managing access, monitoring systems, and coordinating escalations. The role combines application administration, troubleshooting, end‑user communication, documentation, and service improvement. It requires independent prioritization while maintaining close collaboration with development, operations, client‑facing, and vendor teams.

Responsibilities

• Investigate and triage internal and external application-support requests, using historical records, technical knowledge, and documented procedures.


• Create, modify, and terminate user access; maintain application availability; and identify conditions that could cause outages or productivity issues.


• Escalate complex incidents through established service-management processes and provide clear updates through email, phone, messaging, or status communications.


• Follow open requests through resolution, document symptoms and troubleshooting thoroughly, and maintain standards, procedures, and knowledge-base content.


• Identify recurring trends, recommend application improvements or upgrades, and help users make better use of queues, reports, and application features.


• Manage ticket records and assist with Windows Active Directory support, scheduled after‑hours coverage, and process‑improvement activities.

Requirements

• Five or more years of experience in a healthcare help desk, application support, or comparable support environment.


• Proficiency with healthcare software, terminology, and electronic medical or health records.


• Experience providing subject‑matter support for at least one application and working with non‑technical personnel.


• Familiarity with Jira, Confluence, Statuspage or comparable service tools; Windows and Microsoft 365; and remote‑access tools such as RDP or LogMeIn.


• Knowledge of IT service management and change‑management practices.


• Strong written and verbal communication, customer‑service orientation, analytical ability, and capacity to prioritize under pressure.

Benefits and work setup

• Remote role with an on‑call rotation of approximately one week per month; evening or weekend work may occasionally be required, and limited office travel may occur.


• Full‑time benefits include medical, dental, and vision coverage; flexible spending options; company‑paid life insurance and short‑term disability; voluntary benefits; retirement savings; paid time off; and paid holidays. Medical, dental, and vision coverage begin the first day of the month after hire.