IT Helpdesk Technician (Fenway Health)

Location: Boston (Hybrid)

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 nationally. 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 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.

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
  

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 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

Desired Other Skills:

• Ability to work collaboratively across the organization as part of a team
• Familiarity with the MassHealth ACO program
• Familiarity with Federally Qualified Health Centers (FQHCs)
• Experience working in a provider organization
• Experience working in a managed care environment
• Experience with anti-racism initiatives and/or relevant lived experience is highly valued

Qualifications:

• 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

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