Technical Support Analyst - (Remote USA)

2 weeks ago

⚠️ Before applying, please carefully review all the job requirements

About Privia Health

Privia Health is a national, technology-driven physician enablement organization that partners with medical groups, health systems, and health plans. The company provides scalable operational solutions and an end-to-end cloud platform designed to optimize medical practices, lower healthcare costs, enhance patient outcomes, and support provider well-being across in-person and virtual care environments.

Privia Health is seeking a customer-oriented Technical Support Analyst to deliver hardware, software, and general computer systems support across the organization’s care centers. Operating in a fully remote capacity within the Information Technology department, this individual serves as a primary technical contact for end-users, addressing high-volume technical service inquiries via telephone, email, and digital support channels.
In this role, the analyst manages incoming cases, troubleshoots endpoint protection services, and assists clinical staff with essential healthcare and operational software platforms such as athenaNet, Salesforce, and Privia Connect. The position requires an adaptable professional who thrives in a fast-paced environment, maintains strong attention to documentation standards, and collaborates with cross-functional technical teams to maintain quality service level agreements. This opportunity is well-suited for IT support professionals who possess solid technical troubleshooting capabilities and a strong commitment to supporting healthcare providers.

□ Addressing a high volume of incoming technical inquiries via phone, email, and online support channels in a prompt and professional manner.
□ Diagnosing and resolving hardware, software, and operating system issues for end-user computers and endpoint security services.
□ Supporting care center personnel with daily operations in healthcare and business software platforms, including Salesforce, athenaNet, and Privia Connect.
□ Managing support cases efficiently from initiation to closure while meeting established service level agreements and documentation standards.
□ Partnering with cross-functional teams to assist with technical tasks, joint projects, and complex support cases.
□ Assisting in the remote technical setup and onboarding of new care center locations.
□ Recording detailed logs of customer communications, technical fixes, and troubleshooting steps in the corporate ticketing system and knowledge base.
□ Tracking recurring technical trends and offering recommendations to management for process and workflow enhancements.
□ Consistently achieving established call center productivity metrics and support quality standards.
□ Maintaining up-to-date knowledge of evolving technologies, industry best practices, and internal software products.

□ High school diploma required (Associate's degree or equivalent practical experience preferred).
□ Minimum of 1 year of professional work experience in a technical support or related environment (healthcare industry background is preferred).
□ Prior background or familiarity working within a remote workforce environment is beneficial.
□ Technical proficiency with Windows, macOS, iOS, and Android operating systems.
□ Hands-on experience or working knowledge of Google Apps, Salesforce, and NinjaOne endpoint management.
□ Basic familiarity with computer networking principles and concepts.
□ Comprehensive understanding of HIPAA regulations and a commitment to maintaining healthcare privacy compliance.
□ Strong interpersonal, customer service, and communication skills for interacting with end-users.
□ Analytical problem-solving abilities to research, evaluate, and resolve complex technical issues.
□ Demonstrated organizational and documentation skills for tracking case resolutions accurately.
□ Ability to adapt quickly to new technologies, procedures, and shifting operational priorities.

□ Minimum internet connection speed of 5 Mbps download and 3 Mbps upload prior to starting employment.
□ Ability to verify connection speed using online testing utilities prior to onboarding.
□ Eligibility for internet expense reimbursement to offset home office connectivity costs for regular remote workers.

□ Hourly base salary ranging between $20.00 and $25.00 per hour, determined by experience, education, and geographic location.
□ Eligibility for an annual bonus targeted at 10%.
□ Comprehensive medical, dental, and vision insurance coverage.
□ Life insurance and pet insurance options.
□ 401(k) retirement savings plan.
□ Paid time off (PTO).
□ Employee wellness initiatives and programs.
□ Remote work internet expense reimbursement.

This role may be suitable for candidates who possess a solid foundation in computer troubleshooting and enjoy delivering customer-centric technical support in a high-volume environment. Individuals with prior experience in help desk operations, desktop support, or healthcare IT systems will find this position well-aligned with their background. Candidates who thrive when working independently from a remote home office, maintain strong organizational habits, and demonstrate familiarity with tools like Salesforce or Google Apps are likely to excel. It is also an ideal fit for IT support professionals who prioritize clear communication, enjoy continuous technical learning, and adhere strictly to medical privacy guidelines.

Applicants may want to highlight relevant experience with desktop operating systems, remote support tools, and ticketing software directly on their resume. When detailing past roles, emphasizing experience with healthcare platforms like athenaNet or customer management tools like Salesforce can help demonstrate industry alignment. Candidates are encouraged to clearly feature achievements related to meeting service level agreements (SLAs), managing high ticket volumes, or documenting technical workflows. Additionally, showcasing prior remote work experience, customer service accomplishments, and familiarity with HIPAA regulations can present a well-rounded technical profile to the hiring team.

Privia Health is committed to fostering an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

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