What are the responsibilities and job description for the Helpdesk Support position at C3?
Title: Helpdesk Support 1
Reports to: VP of 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 Helpdesk Support 1 provides technical support and training to the health center’s 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 Helpdesk Support 1 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- users
- Troubleshoot and resolve technical issues related to Azure, Active Directory, Fortinet and EMR systems, including login and access issues, permissions, security concerns, and connectivity issues
- Manage and maintain EntraID and Active Directory user accounts, groups, and permissions
- Collaborate with other IT team members to identify and resolve complex issues
- Monitor and maintain Azure, Active Directory, and EntraID environments to ensure high availability and performance
- 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
- 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, 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
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, 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. **
