IT Helpdesk Engineer

Healthcare providers go into medicine to care for people, but end up losing valuable time each day to admin work and other workplace challenges. Time that could otherwise be spent helping patients. And patients end up suffering as a result. At Athelas + Commure, we build solutions that simplify providers' lives and keep them connected to their patients so they can focus on doing what matters most: providing care. 

Our innovative suite of software and hardware – augmented by advanced LLM AI, RTLS, and healthcare workflow automations – boosts efficiency across every domain of healthcare, freeing up healthcare providers to spend more of their time caring for patients. Our growing suite of technologies include staff duress alerting, asset tracking, patient elopement, revenue cycle management, clinical documentation and intake, provider copilots, patient engagement and communication, home health, remote patient monitoring, and more.

Today, we support over 250,000 clinicians across hundreds of care sites around the country. And we’re only just getting started: Healthcare’s watershed moment for AI-powered transformation is here – so join us in creating the technology to power healthcare!

This full-time position requires working on-site at our Mountain View, CA office.

What You'll Do

• Provide technical support for internal employees via in-person consultation, phone, email, Slack, and remote sessions, focusing on resolving end-user issues and ensuring work readiness for team members.

• Troubleshoot and resolve computer, mobile device, and network issues, including access issues, system errors, network connectivity, and application problems.

• Document and maintain support cases in the company ticketing system (Jira), tracking support activities and resolutions.

• Develop and maintain support documentation and knowledge base articles in Jira/Confluence.

• Collaborate with end users to understand their workflows and provide guidance on system usage and best practices.

• Act as the primary point person for onboarding and offboarding of employees including systems access, laptop provisioning, and workstation setup.

• Assist with end user system updates, configuration changes, and optimizations to maintain optimal performance of team tools.

What You Have

• Bachelor’s degree in Computer Science, Information Technology, Healthcare Administration, or a related field, or equivalent work experience is required.

• 1-3 years of experience in a technical support role, preferably within the healthcare industry.

• Strong analytical and problem-solving skills.

• Excellent verbal and written communication skills.

• Ability to manage multiple priorities in a fast-paced environment.

• High level of technical proficiency troubleshooting issues on MacOS, MS Windows 10/11, Android, & iOS.

• Experience with Jira Service Desk and Confluence.

• Experience with Jamf MDM and Okta SSO administration.

• Experience with Cisco Meraki networking preferred.

Why you’ll love working at Athelas + Commure:

• Highly Driven Team: We work hard and fast for exceptional results, knowing we’re doing mission-driven work to transform the country’s largest sector. 

• Strong Backing: We are backed by top investors including General Catalyst, Sequoia, Y Combinator, Lux, Human Capital, 8VC, Greenoaks Capital and Elad Gil. 

• Incredible Growth: Prior to our merger in late 2023, Commure and Athelas had independently grown more than 500% YoY for three consecutive years. We’ve achieved Series D funding, have an industry-leading runway, and continue to scale rapidly. 

• Competitive Benefits: Unlimited PTO, medical, dental, vision, excellent maternity and paternity paid time off.

Athelas + Commure is committed to creating and fostering a diverse team. We are open to all backgrounds and levels of experience, and believe that great people can always find a place. We are committed to providing reasonable accommodations to all applicants throughout the application process.

Employees will act in accordance with the organization’s information security policies, to include but not limited to protecting assets from unauthorized access, disclosure, modification, destruction or interference nor execute particular security processes or activities. Employees will report to the information security office any confirmed or potential events or other risks to the organization. Employees will be required to attest to these requirements upon hire and on an annual basis.