Application Support Engineer (Clinical)

Role overview

Provide hands-on support for clinical and business applications, keeping users productive by diagnosing incidents, managing access, monitoring systems, and coordinating escalations. The role combines application administration, troubleshooting, end-user communication, documentation, and service improvement. It requires independent prioritization while maintaining close collaboration with development, operations, client-facing, and vendor teams.

Responsibilities

- Investigate and triage internal and external application-support requests, using historical records, technical knowledge, and documented procedures. - Create, modify, and terminate user access; maintain application availability; and identify conditions that could cause outages or productivity issues. - Escalate complex incidents through established service-management processes and provide clear updates through email, phone, messaging, or status communications. - Follow open requests through resolution, document symptoms and troubleshooting thoroughly, and maintain standards, procedures, and knowledge-base content. - Identify recurring trends, recommend application improvements or upgrades, and help users make better use of queues, reports, and application features. - Manage ticket records and assist with Windows Active Directory support, scheduled after-hours coverage, and process-improvement activities.

Requirements

- Five or more years of experience in a healthcare help desk, application support, or comparable support environment. - Proficiency with healthcare software, terminology, and electronic medical or health records. - Experience providing subject-matter support for at least one application and working with non-technical personnel. - Familiarity with Jira, Confluence, Statuspage or comparable service tools; Windows and Microsoft 365; and remote-access tools such as RDP or LogMeIn. - Knowledge of IT service management and change-management practices. - Strong written and verbal communication, customer-service orientation, analytical ability, and capacity to prioritize under pressure.

Benefits and work setup

- Remote role with an on-call rotation of approximately one week per month; evening or weekend work may occasionally be required, and limited office travel may occur. - Full-time benefits include medical, dental, and vision coverage; flexible spending options; company-paid life insurance and short-term disability; voluntary benefits; retirement savings; paid time off; and paid holidays. Medical, dental, and vision coverage begin the first day of the month after hire.