Position Details

Salary $24 – $34 USD / year

Type Full-Time

Experience entry

Exp. Years Not specified

Education Not specified

Category IT Support & Helpdesk

About this role

Care Access is looking for a Systems Support Analyst to provide first-line technical and product support to internal end users. You will troubleshoot application and system issues, distinguish between workflow/training/technical problems, and escalate complex cases to developers and Technical Project Managers (TPMs) as needed.

Key Responsibilities

Provide timely end-user support via phone, email, and chat
Build trust-based relationships and understand frontline workflows
Troubleshoot and resolve application and system issues
Differentiate between workflow, training, and technical issues
Escalate complex problems to developers and Technical Project Managers (TPMs)

Technical Overview

The role is focused on user support workflows across multiple communication channels (phone, email, and chat). It emphasizes systematic troubleshooting, accurate issue categorization, escalation coordination, and translating systems and processes into clear, actionable guidance to ensure operational stability.

Ideal Candidate

The ideal candidate is an entry-level IT support professional who can act as the first point of contact for internal end users and provide timely support via phone, email, and chat. They are skilled at troubleshooting application and system issues and can clearly distinguish whether problems are workflow, training, or technical, escalating complex cases to developers and Technical Project Managers (TPMs) while translating systems into actionable guidance.

Must-Have Skills

Serve as first point of contact for internal end usersProvide timelyhigh-quality support via phoneemailand chatTroubleshoot application and system issuesEscalate more complex problems to developers and Technical Project Managers (TPMs)Distinguish between workflowtrainingand technical issues

Tools & Platforms

PhoneEmailChat

Required Skills

end user supporttroubleshootingapplication issuessystem issuesphone supportemail supportchat supportissue escalationworkflow issuestraining issuestechnical issuescross-departmental collaborationactionable guidance

Hard Skills

End user supportTroubleshooting application and system issuesPhone supportEmail supportChat supportIssue escalationUser-reported challenge troubleshootingWorkflow vs training vs technical issue distinctionTechnical guidance documentationCross-departmental partner collaboration

Soft Skills

EmpathyActive listeningTrust-based relationships with end usersClear communicationTimely support deliveryCollaborationGuidance translationCustomer service mindset

Industry & Role

Industry Healthcare IT

Job Function Deliver first-line systems support to internal end users and troubleshoot/escalate technical issues

Role Subtype End User Support

Keywords for Your Resume

Systems Support Analystfirst point of contactend user inquiriesphone supportemail supportchat supporttechnical and product supporttroubleshootingapplication issuessystem issuesworkflow issuestraining issuesescalationdevelopersTechnical Project Managers (TPMs)cross-departmental partnersoperational stabilitycontinuous improvementactionable guidanceend user supportworkflow vs training vs technicalTechnical Project Managers

Deal Breakers

Must provide support as first point of contact for end users via phone, email, and chat, Must be able to troubleshoot application and system issues and escalate appropriately

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