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 nearly 1,000 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 1100 diverse professionals, working remotely across 50 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 Technician must be willing to work an after-hours schedule in a 24/7/365 healthcare IT / NOC help desk environment. The Help Desk 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 Help Desk Technician 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 Technician Supervisor.
At this time, the schedule for this position will be 6am -6pm Pacific Time, Thursday thru Saturday and every other Wednesday.***** This position is on our NOC team.*********
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.
Requirements
Associates degree in Networking and Systems Administration, certifications, plus 1-3 years of experience or equivalent work experience of 3-5 years without a degree.
1-3 years of Network experience, specifically in the areas of: Basic understanding of BGP routing, configuring and troublshooting Cisco routers/switches/firewalls required.
NOC experience is highly desired (Preference given to candidates with NOC experience)
Network+, Cisco CCNA, or related network certification high preferred or must achieve this certification within 6 months of being in the role -Achieves and maintains NOC certification(s)
Experience with SolarWinds, experience supporting Atlassian Platform (JIRA)(Strongly desired).
Minimum of 2+ years customer service and or IT Help Desk support experience (desired).
Minmum of 1.5 years Health care IT experience preferred
Experience with: (experience in all areas listed below preferred)
Electronic Health Record experience in systems such as EPIC.
Proven experience meeting SLAs, including navigation of 24/7 network and applications issues.
Experience leading through customer-wide alert processes, including managing of expedient system notices
Willingness to work flexible schedules and support a 24/7 operation.
High aptitude for problem-solving, IT and software configuration
COVID-19 Vaccination Requirement
To keep our colleagues, members, and communities safe, OCHIN requires all employees—including remote employees, contractors, interns, and new hires—to be vaccinated with a COVID-19 vaccine, as supported by state and federal public health officials, as a condition of employment. All new hires are required to provide proof of full vaccination or receive approval for a medical or religious exemption before their hire date.
Work Location and Travel Requirements
OCHIN is a 100% remote organization with no physical corporate office location. Employees work remotely from home and many of our positions also support our member organizations on-site for new software installations. Nationwide travel is determined based on OCHIN business needs. Please inquire during the interview process about travel requirements for this position.
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
We offer a comprehensive range of benefits. See our website for details: https://ochin.org/employment-openings
Equal Opportunity Statement
OCHIN is 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 does not discriminate on the basis of race, ethnicity, sex, gender identity or expression, sexual orientation, religion, marital or civil union status, parental status, age, disability status, veteran status, or any other protected characteristics. All aspects of employment are based on merit, performance, and business needs.
Base Pay Overview
The typical offer range for this role is minimum to midpoint, with the midpoint representing the average pay in a national market scope for this position. Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will consider a wide range of factors directly relevant to this position, including, but not limited to, skills, knowledge, training, responsibility, and experience, as well as internal equity and alignment with market data.
#Healthcare IT
#Epic EHR
#Solarwinds
#JIRA
#Network Systems Certification
#Systems Administrativ Certification
#NOC Certifications
Salary Description
min-$24.01 mid-$28.81 max-$33.61/per hour
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
Hospitals and Health Care
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