HEALTH CARE NOC - HELP DESK TECHNICIAN

MAKE A DIFFERENCE AT OCHIN

OCHIN is a nonprofit leader in health care innovation and a trusted partner to a growing national provider network, delivering the clinical insights and tailored technologies needed to expand patient access, strengthen care teams, and improve the health of rural and medically underserved communities.

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 vision of good health and well-being for everyone.

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

Founded in Oregon in 2000, OCHIN employs a growing virtual workforce of more than 1,200 skilled professionals, working remotely across 49 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 opportunity for professional advancement. We are curious, collaborative learners who strive to live our values every day. 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 NOC Help Desk Technician is 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.

Essential Functions:

• Troubleshooting and resolution of issues within Epic and other application modules in response to user-reported issues.
• 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.
• Manage customer incident communication consistently by triaging incoming calls to determine priority level and appropriate team, following the issue until resolution and providing prompt updates.
• Other duties as assigned.?

• Associate's degree in Networking and Systems Administration or equivalent work experience (1-3 years); Bachelor's degree preferred.
• Network+ or Cisco CCNA (must be obtained within 6 months if not already held).
• CCNA Security, CCNA Wireless, Cisco Associate preferred.
• Must achieve and maintain NOC-related certifications.
• 2+ years of IT Help Desk or customer service support experience preferred.
• 4+ years of experience supporting a Network Operations Center or similar role is a plus.
• Experience with Cisco routers, switches, and firewalls.
• Familiarity with broadband technologies including MPLS, VPN, and BGP routing (basic understanding required; advanced knowledge preferred).
• Experience with SolarWinds and Atlassian tools (JIRA) strongly desired.
• Exposure to Electronic Health Record systems such as Epic preferred - candidates with Epic experience will be prioritized
• Experience developing and supporting system alerts and notifications in a 24/7 environment.
• Knowledge of IT and software configuration, troubleshooting, and documentation.
• Familiarity with version control systems (e.g., TFS, SVN).
• Exposure to Microsoft products and development environments (e.g., Visual Studio, MSSQL).
• Experience designing procedures in collaboration with Systems Engineers.
• Ability to train and mentor team members on Help Desk processes.
• High attention to detail; methodical and data-driven approach.
• This position will work flex hours primarily covering holidays and weekends to support 24/7 operations.
• Prior to moving forward to the team interview, all candidates are required to complete a 50-60-minute competency assessment. The assessment gives us insights into how your strengths, preferences, and work style align with the OCHIN's nine core competencies. It's not about passing or failing-it's about understanding fit and setting you up for success.

Physical Requirements/Work Environment:

• Constant interpersonal skills, teamwork, and customer service. Frequent creativity, mentoring, presentations/teaching. Occasional decision making and independent judgment or action.
• Reading, speaking, writing, and understanding English.
• While performing the duties of the job, the employee is regularly required to sit for long periods of time; stand and walk; use hands to finger, handle or feel; reach with hands and arms.
• This position requires a virtual home-office environment, working remotely and will require that employees be on camera for all virtual meetings.
• The role routinely uses standard office equipment such as computers and mobile devices.

Base Pay Overview

OCHIN uses broadened pay ranges to support equitable and market-aligned compensation practices. The final offer will be based on a variety of factors, including relevant skills, certifications, education, experience, training, responsibilities, internal equity, and market data.

Work Locations 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/career

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.

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