IT Tech Support Analyst, Epic

Community Care Cooperative (C3); Boston (MA); Hybrid; USD 95,000 - 125,000; Full time

Job summary

Community Care Cooperative (C3) seeks a Technical Analyst to support Epic projects and related technical endeavors within our CTC subsidiary. The role reports to the Technical Manager and emphasizes customer service while resolving issues for Health Centers currently live with Epic.

Ideal candidates bring hands-on experience with Epic deployments, hardware and network troubleshooting, Active Directory, Okta, Biscom, OnBase, and Azure/Entra management.

Qualifications

• Minimum one Epic implementation experience.
• Proficiency with Windows operating systems and Office suite.
• Strong Active Directory knowledge and user management.
• Familiarity with Okta SSO and MFA for Health Centers.
• Experience with basic PowerShell scripting for automation.
• Solid network troubleshooting skills (TCP/IP, DNS, DHCP, VPN).
• Experience supporting Epic deployments and related hardware/software.
• Excellent communication and customer-service skills.
• Ability to create user guides and concise documentation.
• Comfortable coordinating technical meetings and taking notes.

Responsibilities

• Provide technical support for Epic implementation projects.
• Triage, troubleshoot and resolve tickets for Epic-enabled Health Centers.
• Assist in Epic software deployment using Kuiper MDM.
• Lead technical rehearsals and planning for Epic implementations.
• Troubleshoot workstation, server, and network device issues.
• Support Epic New user onboarding intake processes.
• Configure and manage Active Directory user accounts and permissions.
• Support CTC Okta Hub and Health Center Okta Spokes for SSO/MFA.
• Set up and troubleshoot Biscom faxing services for clients.
• Troubleshoot OnBase document management issues.
• Resolve complex network problems as needed.
• Document all support cases and resolutions in the ticketing system.

Skills

Epic implementation

Windows OS

Active Directory

Okta SSO

PowerShell

Network troubleshooting

SharePoint

Azure Entra

OnBase

Biscom Fax

MDM deployment

Customer service

Documentation

Meetings & notes

Education

Bachelor’s degree in CS/IT

Tools

Kuiper MDM

Okta Hub

OnBase

Biscom Fax

SharePoint

Job description

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.

Location: Boston (Hybrid)

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
• In compliance with Infection Control practices per Mass.gov recommendations, we require all employees to be vaccinated consistent with applicable law. **