Tier 1 Health Systems Help Desk Specialist

We are an AWS Advanced Services Partner delivering cloud, DevOps, and modern application solutions across a range of industries. We’re hiring a Tier 1 support specialist to support a Help Desk and IT Administration function for a California state health system client, focused on system access, health data quality, and incident triage within a health information exchange environment.

You’ll be working directly with health data flows, system access issues tied to clinical and public health systems, and escalation paths into engineering and data teams.

We also work extensively in AWS cloud infrastructure and applied AI, and candidates with an interest in growing into cloud computing or AI engineering work are encouraged to apply - this role offers exposure and growth paths into both fields.

What You’ll Do (~70%): Healthcare Help Desk & Data Support

• Serve as Tier 1 support for a healthcare client Help Desk: triage incidents and service requests via Jira Service Management (JSM)
• Investigate and triage system access issues, data quality anomalies, and data flow problems reported by client users and partner organizations
• Work directly with customers to understand and resolve issues related to HL7 message flow, FHIR resource exchange, and interface engine routing
• Accurately scope and route escalations to Tier 2/3 engineering support with clear documentation of what’s already been checked
• Maintain thorough ticket documentation and contribute to incident and SLA reporting
• Follow client security and confidentiality procedures for handling sensitive health data

What You’ll Do (~30%): General IT Administration

• Process moves, adds, and changes for core company staff - account provisioning/deprovisioning, group membership changes, hardware/software requests, and access updates
• Support internal ticket queues for day-to-day IT requests outside the client environment
• Assist with routine internal system maintenance tasks as assigned
• Grow into AWS administration, Office 365, and general system administration

• Demonstrated experience supporting medical records systems, health information exchanges, or similar healthcare IT environments
• Working knowledge of HL7 message structures and FHIR resource formats, and how they move through interface engines
• Experience working directly with customers or clinical end users to troubleshoot data flow and data quality issues
• Experience triaging and escalating technical issues to engineering teams with clear, actionable handoffs
• Hands-on experience with Jira Service Management (JSM)
• Strong written and verbal communication skills

Preferred

• Experience with Rhapsody integration engine
• Familiarity with ITIL tiered support models (Tier 1/2/3)
• Exposure to SLA-driven, compliance-heavy support environments (HIPAA, FedRAMP, or similar)
• Interest in AWS cloud infrastructure or AI engineering

Schedule & Location

• Remote, United States
• Must work Pacific Time hours, 9:00 AM-5:00 PM PT, Monday-Friday - this is a fixed requirement of the role, not a flexible core window
• Some additional flexibility required to support incident response outside these hours
• Must be able to pass a background check and hold legal authorization to work in the US
• State-approved/FIDO-compliant authentication required for client system access

Pay: From $50,000.00 per year

Application Question(s):

• Do you have experience with HL7, FHIR, and/or similar data exchange standards?
• Do you have experience with Health Records, PHI, PII, and data protection requirements?