Health IT Specialist T1

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our Philippines Team is growing and we're looking for experienced Health IT Specialists to join our Helpware team.

Position Overview:

The Health IT Specialist I serves as the frontline technical expert for healthcare technology solutions, providing exceptional support to customers through phone, email, chat, and remote assistance. This role troubleshoots software, hardware, network, and EMR integration issues, ensuring timely resolutions while delivering a seamless customer experience. Working closely with cross-functional teams, the specialist helps drive successful implementations, customer satisfaction, and operational excellence.

Responsibilities:

• Provide critical end-user technical support for client products via phone, email, chat, and remote assist sessions (LogMeIn Rescue 123, Cisco WebEx, and MS Teams).
• Identify part numbers/pricing for internal/external customers.
• Troubleshoot, document, and resolve any reported issue tied to client products, escalating to Tier II support when necessary.
• Follow-up with customers to ensure their issue has been resolved.
• Maintain a good rapport with internal and external customers.
• Document customer complaints within client's incident management application so high impacting customer issues can be trended and acted upon.
• Troubleshoot basic to moderate complexity of Windows operating systems and network communication issues.
• Troubleshoot EMR connectivity issues related to Midmark software and device integrations.
• Other duties as assigned.

Secondary Duties:

• Assists training new hires.
• Support the Implementation Team/Tier 2 to install, configure, and validate the client's software solutions.
• Other duties as assigned.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Healthcare Informatics, or a related field preferred.
• At least 1–2 years of experience in technical support, help desk, IT support, or a related customer-facing technical role.
• Strong knowledge of Windows operating systems and basic network troubleshooting.
• Experience supporting software applications, hardware devices, or healthcare technology solutions is an advantage.
• Familiarity with Electronic Medical Records (EMR/EHR) systems and healthcare software integrations is preferred.
• Experience using remote support tools such as Microsoft Teams, Cisco WebEx, LogMeIn Rescue, or similar platforms.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Ability to document incidents accurately and maintain detailed support records.
• Strong customer service orientation and ability to build positive relationships with internal and external customers.
• Ability to work independently, manage multiple priorities, and escalate issues appropriately.
• Experience assisting with software implementation, system configuration, or user training is a plus.