Help Desk Apprentice Technician- Nights

Published date Posted on Indeed on Jun 08, 2022 (19 d ago)

MAKE A DIFFERENCE AT OCHIN


OCHIN is a rapidly growing national nonprofit health IT organization with two decades of experience transforming health care delivery to drive health equity. We are hiring for a number of new positions to meet increasing demand. When you choose to join OCHIN, you have the opportunity to continuously grow your skills and do meaningful work to help fulfill our mission.

OCHIN provides leading-edge technology, data analytics, research, and support services to more than 600 community health care sites, reaching nearly 6 million patients nationally. We believe that every individual, no matter their race, ethnicity, background, or zip code, should have fair opportunity to achieve their full health potential. Our work addresses differences in health that are systemic, avoidable, and unjust. We partner, learn, innovate, and advocate, in order to close the gap in health for individuals and communities negatively impacted by racism or other structural inequities.

At OCHIN, we value the unique perspectives and experiences of every individual and work hard to maintain a culture of belonging.

Founded in Oregon in 2000, OCHIN employs a growing virtual workforce of more than 700 diverse professionals, working remotely across 40+ states. We offer a generous compensation package and are committed to supporting our employees’ entire well-being by fostering a healthy work-life balance and equitable opportunity for professional advancement. We are curious, collaborative learners who strive to live our values everyday: leadership, collaboration, excellence, innovation, inclusion, and stewardship. OCHIN is excited to support our continued national expansion and the increasing demand for our innovative tools and services by welcoming new talent to our growing team.


Position Overview

The Help Desk Apprentice Technician-Nights will support OCHIN's mission by providing overnight support to member clinics and acute-care health centers/hospitals. The Apprentice Technician must be willing to work an after-hours schedule in a 24/7/365 healthcare IT / Network Operating Center (NOC) help desk environment. The Apprentice Technician will be responsible for the intake, troubleshooting, and triaging of live healthcare IT Help Desk and network infrastructure issues across the OCHIN collaborative. The Apprentice Techinican will monitor dashboards and respond to alerts, escalating to 3rd party vendors and/or on-call engineers when needed. This individual will be responsible for communicating throughout the course of an escalated issue until resolution. They will also be responsible for reporting issues, applying system patches, and assisting the IT team. This role reports to the Help Desk/ NOC Supervisor.

Essential Duties:

  • To be the first line of contact with members of the OCHIN collaborative to help research and coordinate resolution of issues.
  • Troubleshooting and resolution of issues within Epic and other application modules in response to user-reported issues.
  • Work and manage Tier 1 troubleshooting, reboots, and maintenance independently.
  • Display competency in broadband technologies, MPLS, VPN, BGP routing.
  • Monitor and work to resolve real time dashboard alerts and issues, including triage, research, escalation to engineers as needed, and communication with customers.
  • Reacting promptly, resolving issues within defined Service Level Agreements (SLAs).
  • Monitor networking environment via monitoring software and responding to alerts following OCHIN standards.
  • Provide support to the EHR Support Analyst(s) of other organizations.
  • Ensure JIRA Help Desk Tickets are complete and communicated to requester as needed.
  • Manage customer incident communication consistently, following the issue until resolution and providing prompt updates.
  • Be able to manage varying escalation processes based differing escalation policies and procedures.
  • Proactively contact members, staff and third-parties to follow up on issues.
  • Develop ability to understand the needs of the members.
  • Triage incoming calls and communications to determine the priority level and appropriate team.
  • Resolving problems with application vendor or other technical support.
  • Real-time monitoring of network infrastructure and reported issues.
  • Managing user requests according to business needs & priorities.
  • Developing working knowledge of current clinical EHR software technologies.
  • Assist internal teams with customer phone triage.
  • Work required hours, meet company standards for core hours availability, and communicate with manager when variations are needed.
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional development.
  • Other duties as assigned

Qualifications

  • Associates or Bachelor’s degree preferred or equivalent experience
  • Minimum of 2+ years customer service and or IT Help Desk support experience (desired)
  • Electronic Health Record experience in systems such as EPIC is desired
  • Willingness to work flexible schedules and support a 24/7 operation- schedule is full-time and is 3-4 12-hour shifts per week, 6:00 p.m.- 6:00 a.m.
  • Experience with SolarWinds, experience supporting Atlassian Platform (JIRA)(Strongly desired).
  • High aptitude for problem-solving, IT and software configuration
  • Strong documentation skills, and ownership

Work Location and Travel Requirements

  • This position is 100% remote. Work from home requirements are:
    • Ability to work independently and efficiently from a home office environment
    • High Speed Internet Service
    • It is a requirement that employees work in a distraction free workplace
    • Travel may be required based on business requirements for OCHIN.

We offer a comprehensive range of benefits. See our website for details: https://ochin.org/employment-openings


Equal Opportunity Statement

OCHIN is proud to be an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills for the benefit of our staff, our mission, and the communities we serve.

As an Equal Opportunity and Affirmative Action employer, OCHIN, Inc. does not discriminate on the basis of race, ethnicity, sex, gender identity, sexual orientation, religion, marital or civil union status, age, disability status, veteran status, or any other protected characteristics. All aspects of employment are based on merit, performance, and business needs.

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