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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
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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 escalate 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. Apply now to help make specialized healthcare more accessible to patients across the U.S.
