Senior IT Support Specialist

Description

Primary Purpose of Position:

North Shore Community Health (NSCH) is an industry leader in exceptional delivery of community healthcare. We are seeking a skilled Senior IT Support Specialist who is an expert in Azure, Active Directory, Meraki, VPN, and EMR systems like Epic to lead and provide technical assistance to our company's end-users. The successful candidate will work closely with IT leadership, providing guidance and mentorship to other team members, and ensure the smooth operation of our IT Infrastructure at NSCH. They will work closely with our IT team, healthcare providers, and other departments to meet IT needs and provide excellent customer service to our end- users.

The Organization

North Shore Community Health (NSCH) is a highly accomplished community health organization that prides itself on its compassionate approach to serving the surrounding communities with comprehensive and culturally sensitive care. With a strong commitment to excellence, NSCH provides:

• Comprehensive primary care.
• Dental services.
• Behavioral health care.
• Care management.
• Pharmacy services.
• Substance abuse disorder treatment.
• Nurse care management.
• Insurance enrollment assistance.

NSCH operates service sites at Gloucester, Peabody, and Salem Family Health Centers, ensuring convenient access to care. Additionally, NSCH extends its reach through school-based health centers within the Salem and Peabody School Districts. NSCH collaborates with Bentley Academy, Collins Middle School, Horace Mann School, Bates Elementary School, and the Peabody Learning Academy for behavioral health services.

As a community-based safety net healthcare provider, NSCH actively encourages diversity and welcomes staff members who reflect the rich tapestry of our communities. We highly value the contributions of our team members and offer a wide range of perks and comprehensive benefits. These include health and wellness benefits, tuition reimbursement, loan forgiveness opportunities, and other appealing benefits.

We believe in supporting our employees from day one, and all eligible staff members can take advantage of these benefits right from the start of their employment at NSCH. We aim to foster a supportive and rewarding environment that empowers our team members to provide exceptional care to our communities.

Mission

North Shore Community Health’s mission is to build healthy communities by providing exceptional care to all.

Vision

Healthy People | Vibrant Communities

Values

Accountability

We take our responsibility to ourselves, each other, and the NSCH Community very seriously. We understand our individual roles, and positions of power with respect to how others perceive our roles and actions. We hold ourselves accountable when we make mistakes–acknowledging the error, owning it, taking corrective actions, and moving forward. We follow through on what we commit or resolve to do.

Integrity

Integrity is the foundation of healthy relationships. We are committed to the highest ethical standards: honesty, fairness, respectfulness, and trustworthiness. We are honorable and respectful in dealings with others, and we strive to deal honestly, fairly, and in a respectful, ethical, and trustworthy manner when in agreement or disagreement.

Empathy

Empathy is a deep appreciation for another’s situation and point of view, which is the basis for the golden rule and our intrinsic sense of justice. We strive to bring empathy into our interactions with each other and with our patients.

Courage

We see courage as the strength of character to stand up for our convictions and belief system. To have courage is to have the fortitude to take risks and to extend one’s behaviors, actions, and thoughts beyond one’s comfort zone. We appreciate that courage is often required to compromise. Courage is a state of mind to face adverse, difficult, and challenging situations with confidence and positive energy.

Respect

NSCH holds its patients in the highest regard. We provide care that is respectful of and responsive to individual patient needs and values. We take the time to listen to concerns, understand what is important, and provide appropriate solutions and care. We do this through coordination and integration of care, collaboration, and teamwork.

Commitment

NSCH is committed to the health and well-being of its community, patients, and staff. We demonstrate this commitment by constantly striving to align our actions with our mission, vision, and values.

EEO Statement:

We, North Shore Community Health (NSCH), are an equal employment opportunity employer. Our goal is to have a diverse workforce representative of all people, at all job levels, in the organization. We do not and will not make any personnel decisions (like recruiting, hiring, job assignments, and promotions) based on age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity, gender expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

https://www.nschi.org/wp-content/uploads/2022/03/nsch_eeo-policy-statement-dec-2021.pdf

Essential Functions:

•  Provide Level 1 and Level 2 support for Azure, Active Directory, Meraki, VPN, VoIP, Printing, and EMR related issues to end-users.
•  Troubleshoot and resolve complex technical issues related to Azure, Active Directory, Meraki, VPN, and EMR systems, including login and access issues, permissions, security concerns, and connectivity issues.
• Manage and maintain Azure, Active Directory, Meraki, and VPN configurations, user accounts, groups, and permissions.
• Collaborate with other IT team members to identify and resolve complex issues and participate in testing and implementation of IT projects.
•  Monitor and maintain all the production environments to ensure high availability and performance.
•  Logs, tracks and manages IT tasks to completion in a timely manner and per manager/department expectations. 
• Develop and document standard processes and resources for use by IT team members and/or end users. 
•  Work collaboratively with the other members of the IT department and provide excellent customer service and communication to end-users. 
• Ensure compliance with HIPAA regulations in all IT activities and maintain up-to-date knowledge of HIPAA regulations.
•  Evaluate and recommend new technologies, tools, and methodologies to improve the IT support team's performance and efficiency.
•  Conduct training sessions for end-users and IT support team members on new technologies and tools.
• Provide mentorship and teaching to more junior team members. 
•  Participate in intra- and interdepartmental collaboration and handles multiple tasks concurrently to meet deadlines.
• Attend/complete all required trainings and participate in meetings as required.
• Perform additional duties as requested to fulfill NSCH’s mission. 

Requirements

• Bachelor's degree in Computer Science or a related field, or equivalent work experience.
• 3-5 years of experience in IT support with a focus on Azure, Active Directory, Meraki, VPN, EMR systems like Epic, and HIPAA regulations.
• Strong knowledge of Azure, Active Directory, Meraki, VPN, and EMR systems concepts, including account management, group policy, security, and authentication protocols.
• Familiarity with cloud VoIP systems such as Dialpad.
• Strong problem-solving skills and ability to troubleshoot complex technical issues.
• Ability to manage IT support tickets and tasks to meet departmental KPIs for response and resolution times. 
• Ability to use knowledge base articles and guides to effectively troubleshoot or resolve issues in various applications/platforms.
• Ability to work with minimum supervision and interact with employees at all levels throughout the organization. 
• Demonstrates effective prioritization skills for managing multiple concurrent issues.
• Demonstrates desire and willingness to learn other IT projects, functions, and actively engage in projects that might be new to you.
• Proven analytical and organizational skills. Ability to take meeting notes and create/ update/change project plans.
• Excellent oral and written communication and customer service skills.
• Azure, Active Directory, Meraki, VPN, and EMR certification is a plus.
• Proficient with Excel, Word, and Outlook.
• Familiarity with HIPAA regulations and ability to maintain compliance in all IT activities.
• Ability to access all program locations (including travel to our sites).
• Ability to work on-site up to 5 days a week. Flexibility to work from various sites and/or remotely as needed to meet business needs. 

As a health center, NSCH expects all employees to receive all required vaccinations and health screenings each year. Moreover, as a condition of employment, all employees are expected to be vaccinated against COVID19, including providing proof of having received the COVID­19 vaccine, unless a religious or medical exception is granted. All prospective employees are required to be vaccinated before their first day of employment, and proof of vaccination record must be provided with pre­hire paperwork. To request an accommodation from the vaccine requirement or if you have any questions about this mandate, please contact the Human Resources Department at hr@nschi.org 

At North Shore Community Health, we are dedicated to building a diverse workforce. Are you excited about this role but feel that your past experience does not align perfectly with every requirement in the job description? We encourage you to apply! Your skills may be suited for this or other roles here at North Shore Community Health

Living on the North Shore

With facilities in Salem, Peabody, and Gloucester, NSCH offers access to New England’s Coastal charm just thirty minutes outside Boston. The North Shore is connected to the city via the Rockport Commuter Rail line, which makes stops in Salem and Gloucester. The North Shore has plenty to offer, with a rich history and thriving cultural scene.

For Information Please Contact:

Talent Acquisition Department

North Shore Community Health

TalentAcquisition@nschi.org