- Experience
- 1–2 yrs
- Salary
- —
- Openings
- 1
- Posted
- 1 week ago
- Work mode
- In office
- Education
- B.Tech
- Eligibility
- Candidates with a background in IT support or application support, especially those who have worked with healthcare or patient-facing applications, are suitable. Strong English communication skills are required. A bachelor’s degree and healthcare IT certifications are preferred.
- Resume
- Required to apply
Where you'll work
Job description
Role Overview
The IT Technician I serves as a focused support specialist for the Prelude Connect patient application. This position centers on resolving frequent, repetitive patient support issues, troubleshooting standard application problems, and sending cases that require software changes or deeper platform analysis to the engineering or platform teams. The role also feeds real-world patient issues and trends back into product and engineering so the patient journey stays smooth and responsive.
Key Responsibilities
- Deliver first- and second-level support to patients and clinic employees using Prelude Connect, including login troubles, screen navigation questions, and routine app errors.
- Record, monitor, and sort support requests and related documentation, following the established Tier 1 and Tier 2 resolution process; pass along issues needing code updates or advanced investigation to the appropriate technical team.
- Manage user access tasks such as account recovery, password resets, and identity checks while following security and privacy standards.
- Determine whether a problem is caused by the Prelude Connect app itself or by connected systems such as Practice Edge or clinic workflows, then route or escalate the case while keeping communication clear and timely.
- Collect patient comments, recurring issue themes, and operational insights, and share them with product and engineering stakeholders to support prioritization.
- Carry out additional tasks as assigned.
Education and Experience
A bachelor’s degree in computer science, information technology, or a similar discipline is preferred. The ideal candidate has 1 to 2 years of experience in a Tier 1 or Tier 2 help desk or application support position, ideally supporting a patient-facing or consumer-facing healthcare application. Healthcare IT certifications such as Network+ or CCNA are preferred. Strong spoken and written English skills are required.
Benefits
- Medical, dental, and vision coverage for full-time employees, plus free basic life insurance, an employee assistance program, and long-term disability coverage.
- A free employee-only healthcare coverage option is available.
- Fertility benefits, adoption assistance, and surrogacy support.
- Paid maternity, paternity, and partner leave.
- 18 days of PTO each year, plus 11 paid holidays including one floating holiday.
- 401(k) plan with company match and full vesting after 2 years.
- Company-funded lifestyle spending account for eligible wellness-related expenses.
- Employer HSA contributions for eligible employees with each paycheck.
- Employee referral rewards.
- Continuing education reimbursement and dedicated time off for professional development.
- Free premium Calm Health subscription.
- Employee Assistance Program support through SupportLinc for emotional and work-life needs.
- Optional Accident, Critical Illness, Hospital Indemnity, and Pet Insurance coverage.
Additional Information
This role is a full-time, onsite position based in Houston, TX. The job focuses exclusively on support for the Prelude Connect patient application.