Helpdesk Support I (Maintenance)

Title: Helpdesk Support I
Reports to: Manager, IT
Classification: Individual Contributor
Location: Fenway Health (Hybrid)
Job description revision number and date: V2.0; 5.6.2024
Organization Summary:
Community Care Cooperative (C3) is a 501(c)(3) non-profit, Accountable Care Organization (ACO) governed by Federally Qualified Health Centers (FQHCs). Our mission is to leverage the collective strengths of FQHCs to improve the health and wellness of the people we serve. We are a fast-growing organization founded in 2016 with 9 health centers and now serving hundreds of thousands of beneficiaries who receive primary care at health centers and independent practices across Massachusetts. We are an innovative organization developing new partnerships and programs to improve the health of members and communities, and to strengthen our health center partners.

Job Summary:
The IT Helpdesk Technician provides technical support and training to the health centers user community on all aspects of information systems. This critical role will assist Fenway Health staff with the installation, configuration and ongoing usability of computers, peripheral equipment, and software. The IT Helpdesk Technician will collaborate with vendor support contacts to resolve advanced technical issues.

Responsibilities:
Provide Level 1 support for Azure, Active Directory, EntraID, Fortinet VPN, and EMR related issues to end-usersTroubleshoot and resolve technical issues related to Azure, Active Directory, Fortinet and EMR systems, including login and access issues, permissions, security concerns, and connectivity issuesManage and maintain EntraID and Active Directory user accounts, groups, and permissionsCollaborate with other IT team members to identify and resolve complex issuesMonitor and maintain Azure, Active Directory, and EntraID environments to ensure high availability and performanceDocument solutions to recurring issues, troubleshooting steps, and proceduresProvide excellent customer service and communication to end-users and healthcare providersEnsure compliance with HIPAA regulations in all IT activitiesPerform other duties as assigned
Required Skills:
Strong knowledge of Azure, Active Directory, and EMR systems concepts, including account management, group policy, security, and authentication protocols. Epic EMR is a plusFamiliarity with HIPAA regulations and ability to maintain compliance in all IT activitiesStrong problem-solving skills and ability to troubleshoot technical issuesExcellent written and verbal communication skillsAbility to work independently as well as in a team environment
Desired Other Skills:
Ability to work collaboratively, across the organization, and as part of a teamFamiliarity with the MassHealth ACO programFamiliarity with Federally Qualified Health CentersExperience working in a provider organizationExperience working in a managed care environmentExperience with anti-racism activities, and/or lived experience with racism is highly preferred
Qualifications:
Associate's degree in Computer Science or a related field, or equivalent work experience1-2 years of experience in IT support with a focus on Azure, Active Directory, EntraID EMR systems like Epic, and HIPAA regulations

** In compliance with Covid-19 Infection Control practices per Mass.gov recommendations, we require all employees to be vaccinated consistent with applicable law. **