IT Technician I – Patient Application Support

About the role

The IT Technician I provides dedicated front‑line support for the Prelude Connect patient application. You will handle high‑volume, routine patient‑facing issues, ensure quick resolution, and route complex problems to engineering or platform specialists.

Key responsibilities

• Deliver Tier 1 and Tier 2 support to patients and clinic staff for login, navigation, and common application errors.
• Log, track, and prioritize support tickets while following established incident‑resolution procedures.
• Manage access, account recovery, password resets, and identity verification in line with security policies.
• Determine whether issues stem from Prelude Connect or upstream/downstream systems and route them appropriately.
• Capture patient feedback and recurring issue patterns and share operational insights with product and engineering teams.
• Perform other duties as assigned.

Required profile

• Bachelor’s degree in computer science, IT, or a related field (preferred).
• 1–2 years of experience in a Tier 1/2 help‑desk or application‑support role, preferably in a healthcare setting.
• Healthcare IT certifications such as Network+ or CCNA (preferred).
• Strong verbal and written English communication skills.

Required skills

• Network+
• CCNA

What we offer

• Comprehensive health, dental, and vision coverage.
• Fertility, adoption, and surrogacy benefits.
• Generous paid parental leave and PTO (starting at 18 days plus holidays).
• 401(k) plan with company match and full vesting after two years.