IT Helpdesk Technician

Community Care Cooperative • Boston, MA

6d • Hybrid

About The Position

The Helpdesk Support I provides technical support and training to C3 user community on all aspects of information systems. This critical role will assist C3 staff with the installation, configuration and ongoing usability of computers, peripheral equipment, and software. The Helpdesk Support I will collaborate with vendor support contacts, C3 IT, and the rest of the C3 organization to resolve advanced technical issues.

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
• Ability to image, configure, set up, and troubleshoot computer hardware
• 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
• Associate's degree in Computer Science or a related field, or equivalent work experience
• 1-2 years of experience in IT support with a focus on Azure, Active Directory, EMR systems like Epic, and HIPAA regulations

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

Responsibilities

• Provide Level 1 support for Azure, Active Directory, MS Suite, and Population Health systems related issues to end- users
• Troubleshoot and resolve technical issues related to Azure, Active Directory, MS Suite, and Population Health systems, including login and access issues, permissions, security concerns, and connectivity issues
• Manage and maintain Active Directory user accounts, groups, and permissions
• Collaborate with other IT team members and CTC to identify and resolve complex issues
• Configure and set up equipment and software for C3 users
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree