Helpdesk Support

About the position

The Helpdesk Support 1 provides technical support and training to the health center's user community on all aspects of information systems. This critical role will assist Fenway Health staff with the installation, configuration and ongoing usability of computers, peripheral equipment, and software. The Helpdesk Support 1 will collaborate with vendor support contacts to resolve advanced technical issues.

Responsibilities

• Provide Level 1 support for Azure, Active Directory, EntraID, Fortinet VPN, and EMR related issues to end-users
• Troubleshoot and resolve technical issues related to Azure, Active Directory, Fortinet and EMR systems, including login and access issues, permissions, security concerns, and connectivity issues
• Manage and maintain EntraID and Active Directory user accounts, groups, and permissions
• Collaborate with other IT team members to identify and resolve complex issues
• Monitor and maintain Azure, Active Directory, and EntraID environments to ensure high availability and performance
• Document solutions to recurring issues, troubleshooting steps, and procedures
• Provide excellent customer service and communication to end-users and healthcare providers
• Ensure compliance with HIPAA regulations in all IT activities
• Perform other duties as assigned

Requirements

• Strong knowledge of Azure, Active Directory, and EMR systems concepts, including account management, group policy, security, and authentication protocols. Epic EMR is a plus
• Familiarity with HIPAA regulations and ability to maintain compliance in all IT activities
• Strong problem-solving skills and ability to troubleshoot technical issues
• Excellent written and verbal communication skills
• Ability to work independently as well as in a team environment

Nice-to-haves

• Ability to work collaboratively, across the organization, and as part of a team
• Familiarity with the MassHealth ACO program
• Familiarity with Federally Qualified Health Centers
• Experience working in a provider organization
• Experience working in a managed care environment
• Experience with anti-racism activities, and/or lived experience with racism is highly preferred