Remote IT & Clinical Systems Support Specialist - B093 (SR)

Pearl; United States; À distance; MXN 1 010 000 - 1 377 000; Plein temps

Avantages offerts par ce poste

Remote work

Health coverage

PTO

Mentorship

Learning & Development

Global networking

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

IT support

Google Workspace admin

SaaS troubleshooting

Onboarding / Offboarding RBAC

Documentation

English communication (C1+)

Outils

Google Workspace

Slack

Zoom

MFA

Jira Service Management

Description du poste

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:

Watch here: https://www.loom.com/share/863b8e426e6d48309aa8f4ea4c1c94cd

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 escalates 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.