About this Remote IT & Clinical Systems Support Specialist - B093 (SR) role at Pearl
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 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.
