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
