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Systems and Technical Support Specialist



IT, Customer Service
San Francisco Bay Area, CA, USA
Posted on Friday, February 9, 2024

Homeward is a technology-enabled healthcare provider delivering quality, affordable and comprehensive care to those who don’t have it. Starting in rural America. Today, 60 million Americans living in rural communities are facing a crisis of access to care. In the U.S. healthcare system, rural Americans experience significantly poorer clinical outcomes. This trend is rapidly accelerating as rural hospitals close and physician shortages increase, exacerbating health disparities. In fact, Americans living in rural communities suffer a mortality rate 23 percent higher than those in urban communities, in part because of the lack of access to quality care.

Our vision is care that enables everyone to achieve their best health. So, we’re rearchitecting the way it’s delivered – leveraging breakthroughs in diagnostics, remote monitoring, and a variety of other domains, Homeward is creating a new healthcare delivery model that is purpose-built for rural America and directly addresses the issues that have historically limited access and quality.

Most importantly, we’re aligning everyone’s incentives (ours, partner health plans’, and members’) towards getting and keeping people healthy by taking full responsibility and financial risk for the total cost of each member’s healthcare and outcomes.

Homeward is co-founded by a leadership team that defined and delivered Livongo’s products, and backed most recently by a $50 million series B co-led by Arch Ventures and Human Capital, with participation from General Catalyst for a total of $70 million in funding. With this leadership team and funding, Homeward is committed to bringing high-quality healthcare to rural communities in need.

Join us in tackling healthcare for rural America! We’re seeking a Systems and Technical Support Specialist to be a key contributor to our Technology team who is passionate about having positive societal impact and using technology for good - solving issues of health inequity for communities that have been perennially underserved. As a Systems and Technical Support Specialist, you’ll work shoulder to shoulder with your technology peers and partner closely with everyone in the company to support world-class solutions and help us re-architect health and care starting in rural America.

About the role:

As a Systems and Technical Support Specialist, you will be the first line of defense for our users, providing technical support and troubleshooting a wide range of IT and business system issues. You will play a critical role in ensuring the smooth operation of our IT systems and maintaining user productivity.


  • Serve as the primary point of contact for internal Homeward employees encountering technical issues with hardware, software, network connectivity, and applications( both internal and external)
  • Actively listen to user concerns, diagnose problems accurately, and provide prompt and effective solutions.
  • Utilize remote troubleshooting tools and techniques to resolve issues efficiently.
  • Document resolutions clearly and concisely in ticketing systems for future reference.
  • Escalate complex issues to appropriate teams and track their progress to resolution.
  • Continuously learn and stay updated on the latest IT trends and technologies.
  • Utilize low-code/no-code (LCNC) platforms to automate back-office tasks, streamlining processes and improving efficiency.
  • Configuration of back office tools such as Zendesk, Ringcentral, etc
  • Partner with clinical SMEs to configure and support AthenaOne EHR
  • Identify potential automation opportunities and assess their feasibility using LCNC tools.
  • Provide training and support to users on the use of LCNC solutions.
  • Identify opportunities for process improvement and suggest solutions to enhance the service desk experience.


  • Minimum of 2 years of experience in a similar role.
  • Strong understanding of common desktop operating systems (Windows, macOS) and office productivity suites (Google Workspace).
  • Proficiency in troubleshooting hardware, software, and network connectivity issues.
  • Experience with low-code/no-code platforms (e.g., Retool, Zapier, Airtable, Quickbase).
  • Strong understanding of business processes and workflows.
  • Excellent communication and interpersonal skills, both written and verbal.
  • Ability to work independently and as part of a team.
  • Strong problem-solving and analytical skills.
  • Detail-oriented and able to prioritize tasks effectively.

What shapes our company:

  • Deep commitment to one another, the people and communities we serve, and to care that enables everyone to achieve their best health
  • Compassion and empathy
  • Curiosity, and an eagerness to listen
  • Drive to deliver high-quality experiences, clinical care, and cost-effectiveness
  • Strong focus on sustainability of our business and scalability of our services, to maximize our reach and impact
  • Nurturing a diverse workforce, with a wide range of backgrounds, experiences, and points of view
  • Taking our mission and business seriously, but not taking ourselves too seriously– having fun as we build!


  • Competitive salary, equity grant, unlimited PTO
  • Comprehensive benefits package including medical, dental & vision insurance with 100% of monthly premium covered for employees
  • Company-sponsored 401k plan
  • Flexible working arrangement

At Homeward, a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you have yet to gain experience in the areas detailed above, we hope you will share your unique background with us in your application and how it can be additive to our teams.

Homeward is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Homeward is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.