IT Technician I

Role Overview

The IT Technician I position is a hands-on support role dedicated solely to the Prelude Connect patient application. This role focuses on resolving frequent, repeatable patient support issues, helping users with common application problems, and forwarding cases that need code updates or deeper platform analysis to engineering or platform teams. The technician also feeds user-reported issues and trends back to product and engineering so the patient experience can be improved.

Key Responsibilities

• Deliver first- and second-level support to patients and clinic personnel using the Prelude Connect application, including help with sign-in issues, app navigation, and routine errors.
• Record, monitor, and organize support cases and related documentation, following established Tier 1 and Tier 2 workflows for resolving incidents and escalating matters that require technical changes or advanced investigation.
• Manage user access tasks such as account recovery, password resets, and identity confirmation while following security and privacy requirements.
• Determine whether a reported problem is caused by the Prelude Connect app or by connected systems and clinic processes, then route or escalate the issue appropriately while keeping communication clear and timely.
• Collect patient feedback, recurring problem trends, and operational insights, and pass them along to product and engineering teams to support prioritization.
• Perform additional duties as assigned.

Education and Experience

A bachelor’s degree in computer science, information technology, or a related 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 role, ideally supporting a patient-facing or consumer-facing healthcare application. Healthcare IT certifications such as Network+ or CCNA are preferred. Strong verbal and written English communication skills are required.

Benefits

• Medical, dental, and vision coverage for full-time employees.
• Free basic life insurance, employee assistance program access, and long-term disability coverage.
• An employee-only healthcare coverage option at no cost.
• Fertility support, adoption assistance, and surrogacy support.
• Paid maternity, paternity, and partner leave.
• 18 days of paid time off per 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 wellness-related expenses.
• Employer contributions to an HSA, if eligible.
• Employee referral rewards.
• Continuing education reimbursement and time off for professional development.
• Free premium Calm Health subscription.
• Access to emotional and work-life resources through SupportLinc EAP.
• Optional coverage for accident, critical illness, hospital indemnity, and pet insurance.

Additional Information

This role is based in Houston, TX and is onsite. The position is a full-time job. No salary amount, openings count, application deadline, or start date was provided in the source. The role is focused on operational support for a healthcare application and may involve high-volume ticket handling and routine escalations.