IT and EHR Support Specialist

Generations Family Health Center•Willimantic, CT

5d•Onsite

About The Position

The IT and EHR Support Specialist plays a critical part in ensuring that Generations Family Health Center staff are able to effectively access and use technology to further the organization’s mission of providing high-quality healthcare to people throughout Eastern Connecticut. Approximately 70% of this role is dedicated to supporting end users and maintaining core IT systems, including platforms and services from Microsoft, CISCO, and Atlassian. Specifically, the position provides internal customer service and support for staff; leads system configuration and maintenance activity; and supports ongoing documentation activities. The remaining 30% of the time is dedicated to supporting GFHC’s electronic health record (EHR) system.

Requirements

Bachelor’s or associate’s degree in IT, computer science, information systems, or related field; or equivalent non-degree training and work experience
Demonstrated interest and/or experience providing technical support to end users and maintaining IT infrastructure
Certifications, credentials, or formal training in Microsoft 365, Cisco phone systems, and/or Atlassian’s help desk and knowledge management services
Previous EHR experience is not required, but the candidate will be expected to acquire new skills through formal training and mentorship.
Evidence of passed certification exams are preferred, free and independent learning and credentials (for example, completion of no-cost certification tracks from Microsoft) are also indicators of the candidate’s qualifications.

Responsibilities

Provide responsive, high-quality Tier 1 and Tier 2 help desk support for GFHC’s various tools and digital infrastructure, within established service expectations, while escalating Tier 3 issues to vendors
Administer and maintain GFHC’s SharePoint environment, including provisioning new sites, initial site builds, supporting content updates, and performing access and configuration audits under the direction of the IT Manager
As needed, provide hardware support for desktops, monitors, printers, and other hardware throughout the organization
With the rest of the IT team, maintain and expand both internal documentation and a growing self-service knowledge base
Monitor GFHC’s infrastructure to ensure reliability and security by responding and escalating as needed. Specific activities are likely to include LAN/WAN records and logs; managing VOIP systems; assisting with configuring and maintaining firewalls, backups, and other key infrastructure
With the rest of the team, support ongoing evaluation and system strengthening for core systems
Support Human Resources and Leadership team in both onboarding and offboarding, including provisioning access, licenses, and hardware for new staff, and de-provisioning resources for offboarding staff
With all GFHC staff, foster an environment that prioritizes data privacy and security, in accordance with HIPAA
Perform other duties as assigned
In collaboration with GFHC’s EHR team, provide help desk support to clinicians, administrative staff, and other end users, including assisting users with workflow issues, permissions, and other troubleshooting, while appropriately identifying and escalating high-priority issues both within GFHC and to through vendor support channels.
This position is responsible for a narrowly defined scope, but will be asked to work with GFHC’s EHR team to both provide support and update internal and staff-facing documentation as time allows