IT Technician I
Aspire Fertility Austin•Houston, TX
About The Position
The IT Technician I is a dedicated support resource focused exclusively on the Prelude Connect patient application. This is an operational support role responsible for handling high-volume, recurring patient-facing support scenarios, resolving common application issues, and escalating issues that require code changes or deeper platform investigation to engineering or platform specialists. The Helpdesk Technician contributes patient signal back to the product and engineering teams and helps maintain a seamless patient experience by triaging issues quickly and routing them to the right team.
Requirements
- Bachelor’s degree in computer science, IT or a related field is preferred.
- 1-2 years of experience in a Tier 1 / Tier 2 help desk or application support role, preferably supporting a patient-facing or consumer-facing application in a healthcare setting.
- Healthcare IT certifications preferred (Network+ or CCNA).
- Strong mastery of English skills both verbally and in writing.
Responsibilities
- Provides Tier 1 and Tier 2 frontline support to patients and clinic staff for issues reported in the Prelude Connect application, including login problems, navigation questions, and common application errors.
- Logs, tracks, and prioritizes Prelude Connect support tickets and supporting documentation. Follows established Tier 1 / Tier 2 procedures for incident resolution and escalates issues that require code changes or deeper platform-level investigation to engineering or platform specialists.
- Handles access management, account recovery, password resets, and identity verification for Prelude Connect users in accordance with established security and privacy procedures.
- Identifies whether reported issues originate in the Prelude Connect application itself or in upstream/downstream systems (e.g., Practice Edge or clinic workflows), and routes or escalates accordingly while maintaining clear, timely patient communication throughout.
- Captures and shares patient feedback, recurring issue patterns, and operational signal with product and engineering teams to help inform their prioritization decisions.
- Other duties as assigned.
Benefits
- Medical, dental, and vision plans
- Complimentary basic life insurance
- Employee Assistance Program
- Long-term disability insurance
- FREE employee only healthcare coverage option
- Comprehensive fertility benefits
- Adoption assistance
- Surrogacy support
- Generous maternity, paternity, and partner leave
- 18 days of PTO annually
- 11 paid holidays
- One floating holiday
- 401(k) plan with competitive company match
- Full vesting after 2 years
- Company-funded Lifestyle Spending Account
- Health Savings Account (HSA) with regular employer contributions
- Employee Referral Program
- Continuing education reimbursement
- Dedicated time off for professional development
- Free premium Calm Health app subscription
- Access to emotional well-being and work-life resources through Employee Assistance Program (EAP) with SupportLinc
- Additional coverage options including Accident, Critical Illness, Hospital Indemnity, and Pet Insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
