Remote IT & Clinical Systems Support Specialist

Pearl; United States; Remote; MXN 1,010,000 - 1,377,000; Full time

Benefits offered by this job

Remote work

Health coverage

PTO

Mentorship

Learning & Development

Global networking

Job summary

Pearl Talent is hiring an IT Support Specialist for a US-based pediatric virtual care company. This role covers provider and employee tech support, access provisioning, and onboarding/offboarding processes in a HIPAA-regulated environment.

You will troubleshoot Healthie and DoseSpot, manage Google Workspace, Slack, Zoom, and other tools, and document SOPs. The role is fully remote across LATAM with PST hours and occasional on-call support for urgent issues.

Qualifications

• 2+ years in IT support, help desk, or clinical systems support.
• Hands-on Google Workspace administration for user accounts and MFA.
• First-line troubleshooting of SaaS apps and common tools for non-technical users.
• Experience provisioning/deprovisioning user accounts 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.

Responsibilities

• Serve as the first point of contact for provider technology and system issues.
• Troubleshoot 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.
• 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.
• 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.
• Spot recurring issues and recommend fixes or automations to reduce repeat requests.
• 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.

Skills

IT support

Google Workspace admin

SaaS troubleshooting

Onboarding / Offboarding RBAC

Documentation

English communication (C1+)

Tools

Google Workspace

Slack

Zoom

MFA

Jira Service Management

Job description

Pearl Talent is hiring an IT Support Specialist for a US-based pediatric virtual care company. This role covers provider and employee tech support, access provisioning, and onboarding/offboarding processes in a HIPAA-regulated environment.

You will troubleshoot Healthie and DoseSpot, manage Google Workspace, Slack, Zoom, and other tools, and document SOPs. The role is fully remote across LATAM with PST hours and occasional on-call support for urgent issues.