IT And EHR Support Specialist

IT and EHR Support Specialist

(Full-Time; 40-hour week)

Location: Willimantic, CT

Built on Community Care, Powered by Teamwork, Supported by Strong Benefits

Why you'll love working here: At Generations Family Health Center, you'll be part of a mission-driven, team-based environment focused on delivering compassionate, community-centered care. Join a collaborative team dedicated to serving our community.

About Generations Family Health Center: Generations Family Health Center is a regional community health center serving a 37-town rural region in eastern Connecticut, with locations in Willimantic, Danielson, Norwich, and Putnam. Our dedicated staff provides comprehensive primary care services to patients of all ages, including medical, dental, and behavioral health care, as well as care coordination and community outreach. In addition to our main facilities, we offer mobile programs and School-Based Health Centers.

Job Summary: Reporting to the IT Manager, the IT and EHR Support Specialist plays a critical part in ensuring that Generations Family Health Center staff are able to effectively access and use technology to further the organization's mission of providing high-quality healthcare to people throughout Eastern Connecticut.

Approximately 70% of this role is dedicated to supporting end users and maintaining core IT systems, including platforms and services from Microsoft, CISCO, and Atlassian. Specifically, the position provides internal customer service and support for staff; leads system configuration and maintenance activity; and supports ongoing documentation activities. The remaining 30% of the time is dedicated to supporting GFHC's electronic health record (EHR) system.

RESPONSIBILITIES:

IT Support (70%)

• Provide responsive, high-quality Tier 1 and Tier 2 help desk support for GFHC's various tools and digital infrastructure, within established service expectations, while escalating Tier 3 issues to vendors
• Administer and maintain GFHC's SharePoint environment, including provisioning new sites, initial site builds, supporting content updates, and performing access and configuration audits under the direction of the IT Manager
• As needed, provide hardware support for desktops, monitors, printers, and other hardware throughout the organization
• With the rest of the IT team, maintain and expand both internal documentation and a growing self-service knowledge base
• Monitor GFHC's infrastructure to ensure reliability and security by responding and escalating as needed. Specific activities are likely to include LAN/WAN records and logs; managing VOIP systems; assisting with configuring and maintaining firewalls, backups, and other key infrastructure
• With the rest of the team, support ongoing evaluation and system strengthening for core systems
• Support Human Resources and Leadership team in both onboarding and offboarding, including provisioning access, licenses, and hardware for new staff, and de-provisioning resources for offboarding staff
• With all GFHC staff, foster an environment that prioritizes data privacy and security, in accordance with HIPAA
• Perform other duties as assigned

Electronic Health Record Support (30%)

• In collaboration with GFHC's EHR team, provide help desk support to clinicians, administrative staff, and other end users, including assisting users with workflow issues, permissions, and other troubleshooting, while appropriately identifying and escalating high-priority issues both within GFHC and to through vendor support channels.
• This position is responsible for a narrowly defined scope, but will be asked to work with GFHC's EHR team to both provide support and update internal and staff-facing documentation as time allows

Compensation and Benefit:

Hourly: $26.39/hour - $28.54/hour (based on applicable experience)

Benefits:

• 5 weeks of paid time off
• 9 paid holidays
• Medical, dental, vision and life insurance coverage
• 403(b) retirement savings plan with employer contribution
• Voluntary Life insurance
• Employee Assistance Program
• FSA & DCA options