IT Tech Support Analyst, Epic

Location: Boston (Hybrid)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 supportNetwork troubleshootingBasic PowerShell ScriptingBasic Command Line experienceOkta Admin supportActive Directory User ManagementSharePoint Management and SupportCustomer ServiceCreating Technical guides for non-technical folksEffectively running Technical Meetings and taking detailed notesScheduling Meetings and Calendar Management using OutlookAzure and Entra Management and SupportBiscom Faxing set up and supportOnBase troubleshootingMDM deployment and supportMultitasking in a fast-paced environmentResponsibilities:Provide technical support for our Epic implementation projectsTriage, troubleshooting and resolving tickets for Health Centers currently live with EpicAssist in the deployment of Epic software using Kuiper MDMPlan, perform and lead technical dress rehearsals for Epic implementationsTroubleshoot hardware and software issues related to workstations, servers, and network devicesProvide troubleshooting support and issue resolution for Epic New user onboarding intake processCreate Epic Workstation records and configure settings within the workstation recordManage and Create Active Directory user accounts, groups, and permissionsSupport and manage the CTC Okta Hub and Health Center Okta Spokes for SSO and MFASet up and troubleshoot Biscom faxing services for clientsTroubleshoot issues related to OnBase document management systemAssist in resolving complex network issuesDocument all technical support cases and resolutions in our ticketing systemProvide excellent customer service and ensure client satisfactionProvide support for Epic Printer MappingServe as a liaison between CTC, Health centers, Epic, Insource Services, and other vendors/groups as neededCreate and maintain tipsheets and guides to assist users through technical processesMeet with Health Center IT leaders to discuss and resolve issues entered through ticketsHybrid 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 milestonesMust be able to effectively run meetings and also take detailed notes during technical meetingOther Duties as assignedRequired Skills:Minimum experience of having participated in at least one Epic implementationKnowledge of Windows operating systems, Microsoft Office, and Active DirectoryKnowledge of Microsoft Power platform including, MS Lists, MS Forms, Power Automate, Power AppsExperience with network troubleshooting, TCP/IP, DNS, and DHCP, VPNFamiliarity with Okta, Biscom, and OnBase software is a plusExcellent problem-solving skills and attention to detailStrong written and verbal communication skillsAbility to work independently and as part of a teamWillingness to learn new technologies and processesDesired Other Skills:Familiarity with the MassHealth ACO programFamiliarity with Federally Qualified Health CentersExperience with anti-racism activities, and/or lived experience with racism is highly preferredQualifications:Bachelor’s degree in computer science, Information Technology, or a related field preferredMinimum of 2 years of experience in a technical support role** In compliance with Infection Control practices per Mass.gov recommendations, we require all employees to be vaccinated consistent with applicable law. **