IT Technician I

• Provides Tier 1 and Tier 2 frontline support to patients and clinic staff for issues reported in the Prelude Connect application, including login problems, navigation questions, and common application errors.
• Logs, tracks, and prioritizes Prelude Connect support tickets and supporting documentation. Follows established Tier 1 / Tier 2 procedures for incident resolution and escalates issues that require code changes or deeper platform-level investigation to engineering or platform specialists.
• Handles access management, account recovery, password resets, and identity verification for Prelude Connect users in accordance with established security and privacy procedures.
• Identifies whether reported issues originate in the Prelude Connect application itself or in upstream/downstream systems (e.g., Practice Edge or clinic workflows), and routes or escalates accordingly while maintaining clear, timely patient communication throughout.
• Captures and shares patient feedback, recurring issue patterns, and operational signal with product and engineering teams to help inform their prioritization decisions.
• Other duties as assigned.

Do you have experience in Customer communication?, Do you have a Bachelor’s degree?, * Bachelor’s degree in computer science, IT or a related field is preferred.

• 1-2 years of experience in a Tier 1 / Tier 2 help desk or application support role, preferably supporting a patient-facing or consumer-facing application in a healthcare setting.
• Healthcare IT certifications preferred (Network+ or CCNA).
• Strong mastery of English skills both verbally and in writing.

Pulled from the full job description

• Referral program
• Continuing education credits
• Pet insurance
• Paid parental leave
• Parental leave
• Health insurance
• 401(k) matching, Comprehensive Health Coverage: Medical, dental, and vision plans for our full-time employees, along with complimentary basic life insurance, Employee Assistance Program, and long-term disability insurance. FREE employee only healthcare coverage option is also available.

Family Building Support: Take advantage of our comprehensive fertility benefits, adoption assistance, and surrogacy support to help grow your family.

Paid Parental Leave: Generous maternity, paternity, and partner leave so you can focus on what matters most.

Plenty of Paid Time Off: Start with 18 days of PTO annually and enjoy 11 paid holidays, including one floating holiday to use as you choose!

Retirement Ready: Invest in your future with our 401(k) plan, featuring a competitive company match and full vesting after just 2 years.

Lifestyle Spending Account: Access a company-funded account to reimburse expenses that boost your physical, financial, and emotional well-being.

Health Savings Account (HSA): If eligible, enjoy regular employer contributions to your HSA with every paycheck.

Rewards for Connections: Earn extra money with our Employee Referral Program-your network is invaluable!

Growth Opportunities: We support your career with continuing education reimbursement and dedicated time off for professional development.

Premium Calm Health Subscription: Enjoy a free premium Calm Health app subscription to support your mental wellness.

Emotional & Work-Life Support: Through our Employee Assistance Program (EAP) with SupportLinc, you’ll have access to emotional well-being and work-life resources whenever you need them.

Extra Peace of Mind: Explore additional coverage options including Accident, Critical Illness, Hospital Indemnity, and Pet Insurance, to suit your needs.

Equal Opportunity Employer