Technical Analyst

career locationBoston, MA

career datePosted November 22, 2023

career description Download PDF

Program/s: Community Technology Cooperative

Reports to: Manager, IT

Classification: Individual Contributor

Community Technology Cooperative, LLC (CTC) a subsidiary organization of C3, will house all Application Analyst positions. CTC is looking for highly motivated individuals with all levels of experience to implement, maintain, support, and maximize the use of clinical, financial, and administrative portions of the newly purchased Epic software applications utilized by Community Technology Cooperative.

Job Responsibilities:

CTC is looking for an experienced Technical Analyst for Epic projects and additional technical support. 
Reporting to the Manager of IT, 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
• Epic Workstation records
• Technical Dress Rehearsals for Epic implementations
• Active Directory User Management
• Okta support
• Biscom Faxing set up and support
• OnBase troubleshooting
• Kuiper 

•  Provide technical support for our Epic implementation projects 
• Triage, troubleshoot and resolve tickets for Health Centers currently live with Epic
• Assist in the deployment of Epic software using Kuiper. 
• Plan and Perform 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 

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

Required Skills:
• Minimum experience of having participated in at least one with 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

Community Care Cooperative (C3) is a 501(c)(3) non-profit, Accountable Care Organization (ACO) governed by Federally Quality 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. 

** In compliance with Covid-19 Infection Control practices per recommendations, we require all employees to be vaccinated consistent with applicable law. ** 

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