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