IT Support Specialist I - Helpdesk

Join our dynamic and friendly IT Team in a position responsible for providing first line support on the IT Help Desk and participating in training new health care providers and staff in the use of HealthDrive software systems and other application software. Support includes triaging, resolving and when needed, escalating the issue to a senior IT team member. HealthDrive connects patients in skilled nursing facilities with vital care. This position is in our Framingham, MA office conveniently located close to routes 90 and 495 in a spacious modern office with a workout center available right in the building!

What's in it for you: PPO Medical, Dental, and Vision Insurance, 401(k) + Company match, Paid Time Off, monthly meal program, bagel Fridays, casual dress code, Verizon Wireless, Dell, and other employee discounts, profit sharing, and employee referral bonuses.

HealthDrive delivers on-site dentistry, optometry, podiatry, audiology, behavioral health, and primary care services to residents in long-term care, skilled nursing, and assisted living facilities. Each specialty offered by HealthDrive is one that directly impacts the quality of daily life for the deserving residents we serve. HealthDrive connects patients in need of vital healthcare to doctors committed to dignity and excellence.

• Triage, resolve and/or escalate technical issues raised by end users
• Respond to daily help desk tickets 
• Perform SQL queries and resolve issues
• Account creation and configuration of hardware/software needs for new hires 
• Imaging of computers
• Software QA testing and documentation
• Train and instruct best practices for HealthDrive employees and remote staff
• IT support to projects and departments outside the department as needed 

• Analytical Problem-Solving Skills – must be adept at analyzing technical challenges, identifying possible causes, and advocate for solutions.
• Must have a desire to provide superior customer service for internal and external facing customers
• Excellent written and oral communication skills – must possess the ability to listen and relay information to all audiences 
• Excellent organizational skills with the ability to handle and prioritize multiple projects 
• Healthcare application and healthcare industry knowledge helpful 
• Electronic Health Records (EHR) and/or medical billing system experience desired 
• Ability to take direction from all levels 
• Exhibit a high level of individual initiative as well as work well within a collaborative team environment.
• Bachelor’s degree required. Degree in Health Information Management (HIM) preferred
• Advanced configuration knowledge of current Windows operating systems 
• Basic to intermediate database reporting skills (ability to read and write basic T-SQL scripts)
• Advanced MS Office skills Understanding of Active Directory and Windows networking management
• Registered Health Information Technician (RHIT®) certification a plus