Junior IT Systems Engineer (Athena Support)

CloseKnit MSO•Rockville, MD

4d•$70,000 - $80,000•Hybrid

About The Position

The Junior IT Systems Engineer (Athena Support) provides technical support and routine systems administration in a HIPAA-compliant healthcare environment, with an emphasis on supporting the athenaOne electronic health record (EHR) platform. The role supports IT systems, Microsoft 365, Intune, network infrastructure, athenaOne user administration and configurations, and clinical workflows. Complex EHR configurations and clinical workflow changes are escalated to the designated EHR administrator. The position is hybrid and requires the employee to live in the Washington, DC, Maryland, or Northern Virginia DMV region and be available to work onsite as required. The regular schedule is Monday through Friday, 8:30 AM to 5:00 PM. On-call support after hours and/or on weekends may be required. The role involves a typical office environment and physical activities including extended sitting, manual dexterity, occasional standing and walking, and lifting or moving up to 40 pounds.

Requirements

1–2 years of experience in a help desk or systems administration role; healthcare experience is ideal.
At least one year of hands-on experience supporting athenaOne, including user administration, troubleshooting, and familiarity with clinical workflows.
Familiarity with cloud-based platforms such as Azure and Intune and network management tools such as Meraki.
Strong understanding of Microsoft Windows and Office Suite, and basic macOS troubleshooting knowledge.
Experience with network configuration and support, including peripheral devices such as printers.
Knowledge of HIPAA compliance requirements and the ability to apply them in an IT environment.
Excellent communication skills, with a focus on customer service and team collaboration.
Strong problem-solving skills and ability to take initiative and resolve issues independently.
Ability to work well independently and as part of a team.
A bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
Obtain the athenaOne Front Office Specialist and athenaClinicals Specialist badges within the first 90 days of employment, and the athenaOne Administration Specialist badge within six months. Badges require successful completion of associated learning journeys and exams; CloseKnit provides access to learning resources and examinations.
Must reside in the Washington, DC, Maryland, or Northern Virginia DMV region and be available to work onsite as required.
Ability to meet the physical demands of the position, including extended sitting, manual dexterity, occasional standing and walking, and lifting or moving up to 40 pounds.

Nice To Haves

Experience with athenaOne administrative configurations and provider scheduling.
Industry certifications such as CompTIA A+, Network+, Microsoft 365, or Microsoft Azure certifications.
Experience in a healthcare environment and familiarity with compliance protocols.

Responsibilities

Provide first- and second-level support for Windows, macOS, Microsoft Office, hardware, and software issues using Zendesk.
Assist with troubleshooting laptops, desktops, printers, and systems such as Active Directory, Azure, and Intune.
Support the administration and maintenance of Active Directory, Azure services, and Intune device management.
Assist with configuration, monitoring, and troubleshooting of Meraki network hardware and software.
Help deploy, configure, and troubleshoot end-user devices, including laptops, desktops, monitors, and printers.
Manage routine athenaOne user administration, including onboarding, offboarding, permissions, and access troubleshooting.
Assist with Clinical Admin, Billing Admin, and Schedule Admin configurations, including administrative tables and provider schedules, using approved procedures.
Provide basic support for clinical workflows, including the five-stage encounter process, prescribing, and order entry.
Troubleshoot common athenaOne issues involving patient searches, navigation, and application functionality using O-Help, Success Community, and athenahealth support cases.
Document and track athenaOne support requests in Zendesk, maintain procedures, protect PHI, and escalate complex or patient-care-impacting issues to the EHR administrator.
Maintain accurate IT and athenaOne support documentation, system configurations, and procedures in accordance with HIPAA and organizational policies.
Assist with employee onboarding, technical training, and troubleshooting business applications and communication systems.
Collaborate with senior IT staff to improve support processes, maintain documentation, and ensure timely resolution of technical issues.