Helpdesk Support

Helpdesk Support

20 Nov 2024
Massachusetts, Boston, 02108 Boston USA

Helpdesk Support

The Helpdesk Support 1 provides technical support and training to the

health centers 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

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