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# IT Technician I

- **Company:** Inception Llc
- **Location:** Houston, TX, United States
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Health Informatics, Identity and Access Management, Information Technology, Epic Prelude
- **Published:** June 17, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=d4df099dbd746227

## About the Role

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.

## Description

* 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.


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