IT Technician I

The IT Technician I is a dedicated support resource focused exclusively on the Prelude Connect patient application. This is an operational support role responsible for handling high-volume, recurring patient-facing support scenarios, resolving common application issues, and escalating issues that require code changes or deeper platform investigation to engineering or platform specialists. The Helpdesk Technician contributes patient signal back to the product and engineering teams and helps maintain a seamless patient experience by triaging issues quickly and routing them to the right team.

Essential Responsibilities:

• 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.

Education and/or Experience:

• 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.

Why You'll Love Working Here – Our Amazing Benefits:

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.