IT Helpdesk Technician (Fenway Health)

Location: Boston (Hybrid)Organization SummaryCommunity 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 SummaryThe 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.ResponsibilitiesProvide Level 1 support for Azure, Active Directory, MS Suite, and Population Health systems-related issues to end- usersTroubleshoot 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 issuesManage and maintain Active Directory user accounts, groups, and permissionsCollaborate with other IT team members and CTC to identify and resolve complex issuesConfigure and set up equipment and software for C3 usersDocument 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 assignedRequired SkillsStrong 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 hardwareFamiliarity 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 environmentDesired Other SkillsAbility to work collaboratively across the organization as part of a teamFamiliarity with the MassHealth ACO programFamiliarity with Federally Qualified Health Centers (FQHCs)Experience working in a provider organizationExperience working in a managed care environmentExperience with anti-racism initiatives and/or relevant lived experience is highly valuedQualificationsAssociate'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, 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. **