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Systems Support Analyst

USA Remote

About Care Access

Care Access is working to make the future of health better for all. With hundreds of research locations, mobile clinics, and clinicians across the globe, we bring world-class research and health services directly to communities that often face barriers to care. We are dedicated to ensuring that every person has the opportunity to understand their health, access the care they need, and contribute to the medical breakthroughs of tomorrow.

With programs like Future of Medicine, which makes advanced health screenings and research opportunities accessible to communities worldwide, and Difference Makers, which supports local leaders to expand their community health and wellbeing efforts, we put people at the heart of medical progress. Through partnerships, technology, and perseverance, we are reimagining how clinical research and health services reach the world. Together, we are building a future of health that is better and more accessible for all.

To learn more about Care Access, visit www.CareAccess.com.

How This Role Makes a Difference

This role is dedicated to supporting the frontline teams who power Care Access’s mission to accelerate access to clinical research and expand participation in care. As a Systems Support Analyst, you will serve as the first point of contact for our internal end users, providing timely, thoughtful technical and product support to staff operating in fast-moving, decentralized environments. You will play a critical role in ensuring our frontline teams can do their work effectively by building trust, demonstrating empathy, and resolving issues efficiently. This includes troubleshooting user-reported challenges, distinguishing between workflow, training, and technical issues, and escalating more complex problems to developers, Technical Project Managers (TPMs), and cross-departmental partners when deeper investigation is required. As a key member of the Support function, you will help translate complex systems and processes into clear, actionable guidance, contributing to operational stability and continuous improvement. If you thrive in a mission-driven organization, enjoy collaborating across teams, and are motivated by enabling others to succeed in advancing clinical research, this role offers a meaningful opportunity to make an impact.

How You'll Make An Impact

  • Serve as the initial point of contact for end user inquiries, delivering timely, high-quality support via phone, email, and chat to Care Access frontline staff. 
  • Build and maintain strong, trust-based relationships with end users by demonstrating empathy, active listening, and a deep understanding of their day-to-day workflows and challenges.
  • Translate technical concepts into clear, practical guidance that enables frontline teams to operate efficiently and confidently.
  • Troubleshoot and resolve application and system issues, accurately distinguishing between user error, workflow gaps, configuration issues, and system-level defects.
  • Document issues thoroughly and escalate complex technical challenges to developers, Technical Project Managers (TPMs), and cross-functional partners as needed, providing clear context, reproduction steps, and impact assessment.
  • Track issues through resolution, ensuring appropriate follow-up and communication with end users.
  • Stay current on product updates, enhancements, and feature releases to provide accurate, up-to-date support.
  • Serve as an owner or administrator for assigned systems or tools, ensuring appropriate configuration, access, documentation, and ongoing usability.
  • Partner cross-departmentally to align technical solutions with operational needs and frontline realities.
  • Proactively surface patterns, recurring issues, and system gaps, contributing insights that improve scalability, efficiency, and user experience.

The Expertise Required 

  • Ability to work independently with minimal supervision and collaboratively, high level of self-motivation and energy with the ability to problem-solve in chaotic environments.
  • Verbal and written communication skills as evidenced by positive interactions with coworkers and management.
  • Work cross-functionally and collaboratively with other team members to accomplish mutual goals. Bring a positive and supportive attitude to achieving these goals.
  • Ability to balance tasks with competing priorities and bring critical thinking into discussions, curiosity, and passion to learn, innovate, able to take thoughtful risks, and get things done.
  • Work with many different departments and identify problems that staff and others face in the operations/industry.
  • Maintain a positive attitude under pressure. 

Certifications/Licenses, Education, and Experience

  • Relevant professional experience supporting healthcare, clinical research, or operational technology environments may be considered in lieu of a formal degree.

How We Work Together

  • Location: Remote within the United States. This role requires 100% of work to be performed in a remote office environment.
  • Travel: This is a remote position with less than 10% travel requirements. Occasional planned travel may be required as part of the role.
  • Physical demands associated with this position Include: The ability to use keyboards and other computer equipment.

The expected salary range for this role is $24.00 - $34.00 USD per hour for full time team members.

Benefits & Perks (US Full Time Employees)

  • Paid Time Off (PTO) and Company Paid Holidays
  • 100% Employer paid medical, dental, and vision insurance plan options
  • Health Savings Account and Flexible Spending Accounts
  • Bi-weekly HSA employer contribution
  • Company paid Short-Term Disability and Long-Term Disability
  • 401(k) Retirement Plan, with Company Match 

Diversity & Inclusion

We work with and serve people from diverse cultures and communities around the world. We are stronger and better when we build a team representing the communities we support. We maintain an inclusive culture where people from a broad range of backgrounds feel valued and respected as they contribute to our mission. 

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Care Access is unable to sponsor work visas at this time.

If you need an accommodation to apply for a role with Care Access, please reach out to: TalentAcquisition@careaccess.com

Mandatory Employer Disclosures:
Notice to Illinois applicants: Applicants are not obligated to disclose expunged juvenile records or adjudication, arrest, or conviction.
Notice to Connecticut applicants: Care Access may require applicants to submit to a urinalysis drug test in connection with an application for employment.
Notice to Arizona, Georgia, Indiana, and North Dakota applicants: Care Access complies with applicable laws prohibiting smoking in and around places of employment.
Notice to Massachusetts applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Notice to Rhode Island applicants: Care Access complies with Rhode Island law prohibiting smoking in enclosed areas within places of employment. Care Access is also subject to is subject to Chapters 29–38 of Title 28 of the Rhode Island General Laws.
Notice to Maryland applicants: UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT, OR CONTINUED EMPLOYMENT, THAT AN INDIVIDUAL SUBMIT TO OR TAKE A LIE DETECTOR OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100. 

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