Junior IT Systems Engineer (Athena Support)

Description

Department: IT Operations

Location: Must live in the DMV (Washington, DC, Maryland, Virginia) area

Schedule: Hybrid 

Job Summary:

The Junior IT Systems Engineer (Athena Support) will provide technical support and routine systems administration within a HIPAA-compliant healthcare environment, with a particular emphasis on supporting the  athenaOne  electronic health record (EHR) platform.  Responsibilities include troubleshooting IT systems, supporting Microsoft 365, Intune, and network infrastructure, and assisting with athenaOne user administration, configurations, and clinical workflows. The ideal candidate will have hands-on athenaOne experience, strong troubleshooting skills, and the ability to support both technical and clinical staff. Complex EHR configurations and clinical workflow changes will be escalated to the designated EHR administrator.

Key Responsibilities:

IT Support and Troubleshooting:

•  Provide first- and second-level support for hardware and software issues, including those related to Windows, macOS, and Microsoft Office, utilizing the Zendesk ticketing system.

•  Assist in the management and troubleshooting of network devices such as laptops, desktops, and printers, as well as supporting systems like Active Directory, Azure, and Intune.

Systems Administration:

•  Support the administration and maintenance of Active Directory, Azure services, and device management through Intune.

•  Assist in the configuration, monitoring, and troubleshooting of network hardware and software, specifically Meraki solutions.

•  Help deploy, configure, and troubleshoot end-user devices such as laptops, desktops, monitors, and printers.

AthenaOne EHR Administration and Support:

•  Manage routine athenaOne user administration, including onboarding, offboarding, permissions, and access troubleshooting.

•  Assist with Clinical Admin, Billing Admin, and Schedule Admin configurations, including administrative tables and provider schedules, using approved procedures.

•  Provide basic support for clinical workflows, including the five-stage encounter process (Check-In, Intake, Exam, Check-Out, and Sign-Off), prescribing, and order entry.

•  Troubleshoot common athenaOne issues, including patient searches, navigation, and application functionality, using O-Help, Success Community, and athenahealth support cases.

•  Document and track athenaOne support requests in Zendesk, maintain procedures, protect PHI, and escalate complex or patient-care-impacting issues to the EHR administrator.

Compliance, Documentation, and Operational Support:

•  Maintain accurate IT and athenaOne support documentation, system configurations, and procedures in accordance with HIPAA and organizational policies.

•  Assist with employee onboarding, technical training, and troubleshooting of business applications and communication systems.

•  Collaborate with senior IT staff to improve support processes, maintain documentation, and ensure timely resolution of technical issues.

Why Join CloseKnit

•  Competitive compensation based on experience and qualifications.

•  Health, dental, and vision insurance.

•  Life insurance.

•  401(k) retirement plan.

•  Paid time off (vacation, holidays, sick leave).

•  Professional development and continuing education opportunities.

•  Supportive, collaborative, and inclusive work culture.

Requirements

Required Skills and Abilities: Experience and Technical Skills:

•  1-2 years of experience in a help desk or systems administration role, ideally within a healthcare setting.

•  Familiarity with cloud-based platforms such as Azure and Intune, as well as network management tools like Meraki.

•  Strong understanding of Microsoft Windows and Office Suite; basic troubleshooting knowledge of macOS.

•  Experience in network configuration and support, including peripheral devices like printers.

•  Knowledge of HIPAA compliance requirements and the ability to apply them in an IT environment.

•  Minimum one year of hands-on experience supporting athenaOne, including user administration, troubleshooting, and familiarity with clinical workflows, is required. Experience with athenaOne administrative configurations and provider scheduling is strongly preferred.

Interpersonal Skills:

•  Excellent communication skills with a focus on customer service and team collaboration.

•  Strong problem-solving skills with the ability to take initiative and resolve issues independently.

•  Capacity to work well both independently and as part of a team.

Education and Experience:

Required:

•  A Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

•  Within the first 90 days of employment, obtain the athenaOne Front Office Specialist and athenaClinicals Specialist badges. The athenaOne Administration Specialist badge must be obtained within six months of employment. CloseKnit will provide access to the required learning resources and examinations. All badges require successful completion of the associated learning journeys and exams.

Preferred:

• Industry certifications such as CompTIA A+, Network+, Microsoft 365, or Microsoft Azure certifications are preferred.
• Experience in a healthcare environment and familiarity with compliance protocols is preferred.

Work Schedule Requirements:

• The regular work schedule is Monday through Friday, 8:30 AM to 5:00 PM. This is a hybrid position, and candidates must reside in the Washington, DC, Maryland, or Northern Virginia (DMV) region and be available to work onsite as required.
• This position may require on-call support after hours and/or on weekends as needed. 

Physical Requirements:

• Ability to meet the physical demands of the position, including extended periods of sitting, manual dexterity for handling tasks, occasional standing and walking, and the ability to lift and move up to 40 pounds.
• Adaptability to a typical office work environment, which may include moderate noise levels, with accommodation provided for individuals with disabilities to fulfill essential job functions.