IT Clinical Support Representative, FT/On-Call/Weekends

Access TeleCare

IT Clinical Support Representative providing technical support and overseeing telemedicine systems remotely. Working 24/7/365 to ensure efficient operations in healthcare environments.

Posted 6/19/2026full-timeRemote • 🌎 Anywhere in the WorldJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

iOS

About the role

Key responsibilities & impact

Analyze customer need to provide 24/7/365 remote and hands-on technical support with a clinical sense of urgency for end users in hospitals, clinics and other healthcare settings
Solve complex technical issues that may encompass hardware, software, scripts, packages and networking in clinical, patient, business, and home office environments
Use discretion and judgement when managing, updating, and troubleshooting systems, or escalating cases, to ensure clinical care can be provided at all times
Deliver exceptional customer service to address stakeholder concerns, particularly while performing varied and complex tasks within high pressure clinical situations
Serve as the first line of defense for initial fault isolation, optimal resolution, root-cause and cost/benefit analysis with detailed event documentation
Install, configure, maintain, repair and troubleshoot all applicable hardware, peripherals, third-party software applications and proprietary scripts in compliance with company SLAs and policies for security and HIPAA/protection of PHI
Take ownership of support cases and use critical thinking to resolve in a timely manner, coupled with excellent documentation
Respond in a prompt, courteous manner to all inquiries and requests, prioritizing issues that impact clinical efficiency and outcomes
Perform periodic onsite installation of hardware, software and upgrades and testing connectivity in clinical environments
Collaborate with medical staff, clinical leadership, technology vendors and other executives to successfully test, configure, launch and maintain telemedicine support systems
Maintain professional and technical knowledge of OEM hardware and software product enhancements, modifications, updates, networking environments and security practices that may enhance or impede the ability to practice via telemedicine
Contribute to problem resolution approaches, operational support procedures, training documents and escalation plans for telemedicine support to increase system uptime
Help validate new configurations and configuration management processes, workflows and procedures, as well as third party releases, firmware, and new hardware and peripherals
Work with infrastructure and product engineering to develop pre- and post- patching process to ensure proper implementation without any outages
Coordinate patch schedule with infrastructure management, security operations, governance, and clinical operations
Create and document operational metrics, report project status as required for all recurring and non-recurring efforts
Test new releases of products to ensure compatibility and minimize user impact
Develop and document technical processes and procedures as needed
Must be able to work on-call shift in a round robin setting with other teammates
Assist with other relevant projects as assigned
Serve as an escalation path for Tier 1 Clinical Support Representatives
Other duties as assigned

Requirements

What you’ll need

Bachelor’s Degree in Technical Management, Computer Science, Engineering or related field, or equivalent work experience
2 years of experience in information technology application or other IT support operations
Previous experience in the medical device industry, healthcare technical support, enterprise networking or with Apple hardware, Mac OS, and iOS, or Salesforce preferred
Proficient with support software, databases, networking, and remote control
Exemplary project management capabilities, able to develop, manage and execute through completion
Knack for optimization of reporting and tracking systems for performance measurement
Demonstrated track record in collaborating and communicating with a diverse and distributed team environment
Ability to monitor system performance and determine appropriate times to intervene as to not impede clinical care
Highly organized with exceptional attention to detail
Capable of working effectively under deadlines and self-manage multiple projects simultaneously
Strong analytical, organizational, and time management skills
Flexibility and adaptability in a fast-paced environment
Ability to thrive in high growth, fast-paced organization and 100% Remote based environment
Must be able to remain in a stationary position 50% of the time
Occasional travel for meetings and collaboration

Benefits

Comp & perks

100% Remote Work
Health Insurance (Medical, Dental, Vision)
Comprehensive benefits – health, dental, vision, life, and 401(k)
Flexible vacation and wellness days – we value performance and balance
Culture of ownership, transparency, and results – where the best ideas rise
Directly impact patient access nationwide

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporthardware troubleshootingsoftware troubleshootingnetworkingremote controlconfiguration managementproject managementsystem performance monitoringdocumentationproblem resolution

Soft Skills

customer servicecritical thinkingcollaborationcommunicationorganizationattention to detailflexibilityadaptabilitytime managementself-management