IT CRM Administrator

VITRA Health•Boston, MA

1d•Onsite

About The Position

Vitra Health is a mission-driven healthcare organization committed to improving the quality of life for individuals and families across Massachusetts. Through innovative home- and community-based services, Vitra supports aging adults, people with disabilities, and individuals with complex care needs. The IT CRM Administrator will serve as the primary CRM/EHR admin responsible for managing, optimizing, and supporting the Salesforce environment, as well as providing enterprise desktop support to Vitra Health staff. This includes equipment deployment and maintenance, ticket tracking, troubleshooting, user assistance, training, and Help Desk support.

Requirements

Bachelor's degree required
3-4 years of experience in systems administration, network management, and IT support is preferred
Progressive Healthcare experience preferred
CRM platform certifications (Salesforce preferred)
Strong analytical and troubleshooting skills to resolve technical issues efficiently
Excellent verbal and written communication skills to interact with team members and other departments effectively
Ability to multitask, learn new skills and adapt to change
Demonstrated ability to work independently, and willingness to work in the field if needed
Ability to withstand varying job pressures, organize/prioritize related job tasks, and excellent attention to detail

Responsibilities

Serve as the primary point of contact for Vitra’s CRM/EHR platform administration including but not limited to Salesforce Health Cloud
Full desktop support, diagnosing and resolving issues in response to customer reported incidents
Planning and analyzing existing work processes
Ensure all Help Desk tickets are entered, monitored and follow-ups are completed
Identifies and reports trends as well as tracks patterns of issues
Provides leadership feedback on process improvement initiatives with a customer service approach
Participates in employee training, onboarding and offboarding
Provides technical guidance and support to IT team members and other departments, resolving complex technical issues
Manages security measures to protect the organization's data, including firewalls, intrusion detection systems, and access controls
Assists in development and maintenance of backup and recovery procedures to safeguard data integrity and ensure business continuity in case of system failures
Create and update technical documentation and procedures related to system management, operations and staff support
Manage user accounts and permissions, ensuring compliance with security policies and best practices
Participate in project planning and implementation, collaborating with other departments to meet organizational goals
Shows genuine interest and compassion for the communities we serve and commitment to the diversity of our clients and team members
Offer technical support to company staff and troubleshoot computer problems
Customer service centered and responsiveness approach to IT service delivery
Serve as a liaison between department leaders & IT Service Desk team
Leverage clinical knowledge and work with Leadership to anticipate roadblocks and develop IT solutions as needed
Capable of supporting Windows, Mac, and mobile devices (Android, iOS) including MDM platforms such Intune and JAMF
Oversee print management across our main sites
Foster culture of customer service and commitment to quality care.
Serve as a brand ambassador for Vitra reflecting our vision, mission, and values.
Show a genuine interest and compassion for the communities we serve.
Other duties as assigned.

Benefits

Health Insurance with a 75% employer contribution.
Dental and Vision Benefits.
Supplemental Benefits Life, Accident, Critical Illness and Disability Insurance.
401K with a company match.
Accrued Paid-Time-Off.
ADP LifeMart Corporate Discounts
Competitive Pay Rates.
Wellness Benefits.
Tuition Reimbursement.
Supportive team structure and company culture with a focus on work/life balance.