IT Tech Support Analyst, Epic

Community Care Cooperative•Boston, MA

2d•$57,000 - $66,975•Hybrid

About The Position

This position will be housed under our subsidiary organization of C3, Community Technology Cooperative, LLC (CTC). CTC is looking for an experienced Technical Analyst for Epic projects and additional technical support. Reporting to the Technical Manager, the Technical Analyst will be responsible for delivering excellent customer service while resolving technical issues for our clients. The ideal candidate will have experience in: Hardware support Network troubleshooting Basic PowerShell Scripting Basic Command Line experience Okta Admin support Active Directory User Management SharePoint Management and Support Customer Service Creating Technical guides for non-technical folks Effectively running Technical Meetings and taking detailed notes Scheduling Meetings and Calendar Management using Outlook Azure and Entra Management and Support Biscom Faxing set up and support OnBase troubleshooting MDM deployment and support Multitasking in a fast-paced environment

Requirements

Minimum experience of having participated in at least one Epic implementation
Knowledge of Windows operating systems, Microsoft Office, and Active Directory
Knowledge of Microsoft Power platform including, MS Lists, MS Forms, Power Automate, Power Apps
Experience with network troubleshooting, TCP/IP, DNS, and DHCP, VPN
Familiarity with Okta, Biscom, and OnBase software is a plus
Excellent problem-solving skills and attention to detail
Strong written and verbal communication skills
Ability to work independently and as part of a team
Willingness to learn new technologies and processes
Minimum of 2 years of experience in a technical support role

Nice To Haves

Familiarity with the MassHealth ACO program
Familiarity with Federally Qualified Health Centers
Experience with anti-racism activities, and/or lived experience with racism is highly preferred

Responsibilities

Provide technical support for our Epic implementation projects
Triage, troubleshooting and resolving tickets for Health Centers currently live with Epic
Assist in the deployment of Epic software using Kuiper MDM
Plan, perform and lead technical dress rehearsals for Epic implementations
Troubleshoot hardware and software issues related to workstations, servers, and network devices
Provide troubleshooting support and issue resolution for Epic New user onboarding intake process
Create Epic Workstation records and configure settings within the workstation record
Manage and Create Active Directory user accounts, groups, and permissions
Support and manage the CTC Okta Hub and Health Center Okta Spokes for SSO and MFA
Set up and troubleshoot Biscom faxing services for clients
Troubleshoot issues related to OnBase document management system
Assist in resolving complex network issues
Document all technical support cases and resolutions in our ticketing system
Provide excellent customer service and ensure client satisfaction
Provide support for Epic Printer Mapping
Serve as a liaison between CTC, Health centers, Epic, Insource Services, and other vendors/groups as needed
Create and maintain tipsheets and guides to assist users through technical processes
Meet with Health Center IT leaders to discuss and resolve issues entered through tickets
Hybrid position, mostly from home with some on site travel to health centers across Massachusetts and to our office in Boston as needed. On Site required for project milestones
Must be able to effectively run meetings and also take detailed notes during technical meeting
Other Duties as assigned