What are the responsibilities and job description for the Helpdesk Support position at Community Care Cooperative (C3)?
Job Details
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. **
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
