Engineer I-Application Support

WeCare Medical Specialty Group; North Dakota; Remote; USD 55,000 - 75,000; Full time

Job summary

WeCare Medical Specialty Group is looking for a Remote Engineer I - Application Support to join our IT Operations team. This entry-to-mid-level role focuses on maintaining critical healthcare applications, managing support tickets, and ensuring optimal system performance. Strong problem-solving and communication skills are essential for providing outstanding service to internal users. Join us for a fulfilling career in a dynamic environment where technology is at the forefront of healthcare delivery.

Qualifications

• 1-3 years experience in application support or help desk role.
• Familiarity with Windows and macOS operating systems required.
• Basic understanding of SQL for data analysis.

Responsibilities

• Provide technical support for healthcare applications including EHR systems.
• Manage user accounts and permissions within various applications.
• Conduct troubleshooting and root cause analysis for application issues.

Skills

Problem-Solving

Customer Service

Attention to Detail

Communication

Self-Motivation & Autonomy

Adaptability

Education

Bachelor's degree in Computer Science or related field

Tools

SQL

ServiceNow

Jira Service Desk

Zendesk

Job description

WeCare Medical Specialty Group is a rapidly growing healthcare organization dedicated to providing exceptional patient care through innovative solutions and a patient-centric approach. Our commitment to leveraging technology drives efficiency, enhances patient experiences, and supports our clinical teams. We foster a collaborative, supportive, and dynamic environment where technology professionals can make a significant impact on healthcare delivery.

Position Summary:

We are seeking a motivated and detail-oriented Remote Engineer I - Application Support to join our dedicated IT Operations team. This entry-to-mid-level role is crucial for ensuring the smooth operation and optimal performance of our critical healthcare applications. You will be responsible for providing technical support, troubleshooting issues, and maintaining the stability of various software systems used across our medical specialties. This is a fully remote position, requiring a self-starter with excellent problem-solving skills, strong communication, and a commitment to providing outstanding service to our internal users.

Responsibilities:

Tier 1 & 2 Application Support: Provide technical support for a range of internal and external healthcare applications, including Electronic Health Records (EHR) systems, practice management software, patient portals, and other specialized clinical applications.

Incident Management: Respond to, diagnose, and resolve application-related issues reported by users via ticketing system, email, or phone in a timely and efficient manner. Escalate complex or unresolved issues to senior engineers or relevant development teams as needed.

Troubleshooting & Diagnosis: Conduct initial troubleshooting and root cause analysis for application errors, performance issues, and user-reported problems. This may involve reviewing logs, querying databases (read-only access), and collaborating with other IT teams.

User Account & Access Management: Manage user accounts, permissions, and access rights within various applications, ensuring adherence to security policies and compliance (e.g., HIPAA).

Documentation: Create and maintain comprehensive documentation for common issues, troubleshooting steps, FAQs, and knowledge base articles to empower users and streamline support processes.

Monitoring & Maintenance: Assist in monitoring application performance and availability. Participate in routine maintenance tasks, such as application health checks and data integrity verification.

Configuration & Setup: Assist with the configuration and setup of new application modules or features, and support user onboarding.

Communication: Clearly communicate technical information to non-technical users and provide regular updates on incident status.

Collaboration: Work collaboratively with software development teams, infrastructure teams, and clinical staff to ensure integrated solutions and effective issue resolution.

Training & Guidance: Provide basic guidance and training to end-users on application features and best practices.

Compliance: Adhere strictly to all IT security policies, compliance regulations (e.g., HIPAA, HITRUST), and internal protocols related to patient data privacy and system access.

Qualifications:

Work Permit/Citizenship: Must be a United States citizen or possess a valid work permit allowing employment in the United States.

Education: Bachelor's degree in Computer Science, Information Technology, Healthcare Informatics, or a related field; or equivalent practical experience.

Experience: 1-3 years of experience in an application support, technical support, or help desk role, preferably within a healthcare IT environment.

Technical Skills:

Familiarity with various operating systems (Windows, macOS).

Basic understanding of relational databases (e.g., SQL Server, MySQL) and the ability to perform simple SQL queries for data retrieval and analysis (read-only).

Experience with ticketing systems (e.g., ServiceNow, Jira Service Desk, Zendesk).

Exposure to network fundamentals (TCP/IP, DNS) as they relate to application connectivity.

Familiarity with cloud environments (AWS, Azure, GCP) is a plus.

Problem-Solving: Strong analytical and problem-solving skills with the ability to diagnose issues, identify root causes, and propose effective solutions.

Communication: Excellent verbal and written communication skills with the ability to explain technical concepts clearly to diverse audiences.

Customer Service: A strong commitment to providing exceptional customer service and user satisfaction.

Attention to Detail: Meticulous attention to detail and accuracy in troubleshooting and documentation.

Self-Motivation & Autonomy: Ability to work independently, manage time effectively, and prioritize tasks in a remote work environment.

Team Player: Collaborative mindset and willingness to work effectively within a remote team structure.

Adaptability: Ability to quickly learn new applications, technologies, and processes.

Healthcare Industry Knowledge (Preferred): Familiarity with healthcare terminology, workflows, and common applications (e.g., Epic, Cerner, Athenahealth) is a significant advantage.