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IT Tech Support Analyst, Epic

Hybrid in Boston, MA, US • Posted 4 days ago • Updated 4 days ago

Full Time

No Travel Required

Hybrid

$57,000 - $66,975/yr

Community Care Cooperative (C3)

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Job Details

Skills

Technical Support
Network
Issue Resolution
Problem Solving
Servers

Summary

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:

This position will be housed under our subsidiary organization of C3, Community Technology Cooperative, LLC (CTC). CTC is looking for an experienced Technical Analyst for Epic projects and additional technical support. Reporting to the Technical Manager, the Technical Analyst will be responsible for delivering excellent customer service while resolving technical issues for our clients. The ideal candidate will have experience in:

Hardware support
Network troubleshooting
Basic PowerShell Scripting
Basic Command Line experience
Okta Admin support
Active Directory User Management
SharePoint Management and Support
Customer Service
Creating Technical guides for non-technical folks
Effectively running Technical Meetings and taking detailed notes
Scheduling Meetings and Calendar Management using Outlook
Azure and Entra Management and Support
Biscom Faxing set up and support
OnBase troubleshooting
MDM deployment and support
Multitasking in a fast-paced environment

Responsibilities:

Provide technical support for our Epic implementation projects
Triage, troubleshooting and resolving tickets for Health Centers currently live with Epic
Assist in the deployment of Epic software using Kuiper MDM
Plan, perform and lead technical dress rehearsals for Epic implementations
Troubleshoot hardware and software issues related to workstations, servers, and network devices
Provide troubleshooting support and issue resolution for Epic New user onboarding intake process
Create Epic Workstation records and configure settings within the workstation record
Manage and Create Active Directory user accounts, groups, and permissions
Support and manage the CTC Okta Hub and Health Center Okta Spokes for SSO and MFA
Set up and troubleshoot Biscom faxing services for clients
Troubleshoot issues related to OnBase document management system
Assist in resolving complex network issues
Document all technical support cases and resolutions in our ticketing system
Provide excellent customer service and ensure client satisfaction
Provide support for Epic Printer Mapping
Serve as a liaison between CTC, Health centers, Epic, Insource Services, and other vendors/groups as needed
Create and maintain tipsheets and guides to assist users through technical processes
Meet with Health Center IT leaders to discuss and resolve issues entered through tickets
Hybrid position, mostly from home with some on site travel to health centers across Massachusetts and to our office in Boston as needed. On Site required for project milestones
Must be able to effectively run meetings and also take detailed notes during technical meeting
Other Duties as assigned

Required Skills:

Minimum experience of having participated in at least one Epic implementation
Knowledge of Windows operating systems, Microsoft Office, and Active Directory
Knowledge of Microsoft Power platform including, MS Lists, MS Forms, Power Automate, Power Apps
Experience with network troubleshooting, TCP/IP, DNS, and DHCP, VPN
Familiarity with Okta, Biscom, and OnBase software is a plus
Excellent problem-solving skills and attention to detail
Strong written and verbal communication skills
Ability to work independently and as part of a team
Willingness to learn new technologies and processes

Desired Other Skills:

Familiarity with the MassHealth ACO program
Familiarity with Federally Qualified Health Centers
Experience with anti-racism activities, and/or lived experience with racism is highly preferred

Qualifications:

Bachelor’s degree in computer science, Information Technology, or a related field preferred
Minimum of 2 years of experience in a technical support role

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.

Dice Id: 91142721
Position Id: 9027769
Posted 4 days ago

Company Info

About Community Care Cooperative (C3)

GREAT HEALTH is our primary purpose, and in addition to our mission is to continue to leverage the collective strengths of FQHCs to improve the health and wellness of the people we serve, we are also dedicated to building and nurturing a strong team who share our vision. We are forming productive partnerships with critical health care and community organizations, and hiring passionate, talented, and hard-working employees.

Core Values

C3 is committed to creating a work environment that promotes diversity, equity, and racial justice with a stated goal of addressing systemic racism in all aspects of our organization.

C3 continuously strives to achieve and seek to integrate our organization’s CORE VALUES into our work:

Social Justice: When we pursue health equity, everyone benefits
Respect: We practice it when it is easy, and especially when it’s hard.
Integrity: We strive to do the right thing, no matter what.
Optimism: We chart a new path, and ask: Why not?
Learning: We fail, we learn, we do better.
Results: We measure what matters and take risks in service of our mission.

working at C3

C3 is made up of talented individuals who come together every day to help us achieve our goals, and we are always on the lookout for more people who can add value to our team.

It’s our goal to provide a path forward for all of our employees. We do so in a supportive environment and offer a complete benefits package for our employees.

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Ebere Umeo

Human Resource Business Partner @ Community Care Cooperative (C3)

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Hybrid in Boston, Massachusetts

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19d ago

Title: Analyst, Epic Healthy Planet Value Based Care Location:Boston (Hybrid) 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

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