Primary Care IT Support Lead
6 - 10 years
Framingham, MA
Full-time
Hybrid
1 month ago
About the role
Overview
The Primary Care IT Support Lead serves as the single point of contact for all HealthDrive Primary Care providers experiencing technology issues with the Ethizo EMR and related systems. This role owns the complete ticket lifecycle from intake through resolution, including triage, direct resolution of technical and administrative issues, escalation to Clinical Informatics for clinically-driven questions, and management of the vendor escalation process with Ethizo via ZenDesk. The role also encompasses the existing IT responsibilities of laptop and Samsung phone provisioning, Microsoft Office support, and browser and connectivity troubleshooting for Primary Care providers.
The hourly pay range for this position is $26.00 - $36.00 per hour.
What's in it for you: PPO Medical, Dental, and Vision Insurance, 401(k) + Company match, Paid Time Off, lunch program, hybrid schedule opportunity, Verizon Wireless, Dell, and other employee discounts, profit sharing, employee referral bonuses, and more.
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 .
Responsibilities
Ticket Management and Triage
Tier 1 Direct Resolution
Tier 2A Technical Investigation
Device and Application Support
Dr. First Account Management
Vendor Ticket Management
Provider and Facility List Management
Cross-Training
Qualifications
Work Environment
Physical Requirements
The Primary Care IT Support Lead serves as the single point of contact for all HealthDrive Primary Care providers experiencing technology issues with the Ethizo EMR and related systems. This role owns the complete ticket lifecycle from intake through resolution, including triage, direct resolution of technical and administrative issues, escalation to Clinical Informatics for clinically-driven questions, and management of the vendor escalation process with Ethizo via ZenDesk. The role also encompasses the existing IT responsibilities of laptop and Samsung phone provisioning, Microsoft Office support, and browser and connectivity troubleshooting for Primary Care providers.
The hourly pay range for this position is $26.00 - $36.00 per hour.
What's in it for you: PPO Medical, Dental, and Vision Insurance, 401(k) + Company match, Paid Time Off, lunch program, hybrid schedule opportunity, Verizon Wireless, Dell, and other employee discounts, profit sharing, employee referral bonuses, and more.
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 .
Responsibilities
Ticket Management and Triage
- Serve as the single front door for all Primary Care provider technology support tickets via FreshService.
- Acknowledge all incoming tickets within 1 business hour during coverage hours (best-effort target).
- Classify every ticket as Tier 1, 2A, 2B, or 3 and route accordingly.
- Redirect non-technology tickets (HR/administrative) to Primary Care Operations or HR.
- Maintain FreshService tickets with status updates throughout the lifecycle, regardless of tier.
- For vendor-dependent tickets, open and manage parallel ZenDesk tickets with Ethizo, following up at minimum every 2 business days.
- Close the communication loop with providers upon resolution.
Tier 1 Direct Resolution
- Patient record corrections: merges, location/transfer updates, discharge status fixes, date of service corrections, and demographic data corrections.
- Scheduling corrections: duplicate appointment cleanup and provider schedule adjustments.
- Access and authentication: login resets, PIN resets, mobile token re-attachment, and server connectivity issues.
- New provider navigation assistance and basic Ethizo orientation.
Tier 2A Technical Investigation
- Note synchronization issues between Ethizo, PCC, and Matrix.
- Provider and facility configuration changes (facility assignments, POS codes, provider list updates).
- Platform display errors and data integrity issues.
- Dr. First authentication failures and credential configuration.
- Note workflow errors (draft, e-sync, signing, superbill generation).
Device and Application Support
- Laptop builds, deployment, and troubleshooting for Primary Care providers.
- Samsung phone provisioning and Ethizo mobile app installation and configuration.
- Microsoft Office application access and troubleshooting.
- Browser configuration and compatibility for Ethizo web access.
Dr. First Account Management
- Create and configure Dr. First ePrescribing accounts as part of new provider onboarding in Ethizo.
- Maintain Dr. First credentials, device lists, and authentication configurations.
- Troubleshoot prescription routing errors and credential mismatches.
- Coordinate with Dr. First support for issues beyond HealthDrive’s configuration control.
Vendor Ticket Management
- Open ZenDesk tickets with Ethizo for Tier 3 issues with complete documentation.
- Gather screenshots and screen recordings from providers’ devices when needed.
- Track all open ZenDesk tickets and maintain a log visible to IT leadership.
- Coordinate with Clinical Informatics when vendor issues have clinical workflow implications.
Provider and Facility List Management
- Provider setup in Ethizo and Dr. First for new hires.
- Facility additions and configuration updates as Primary Care expands.
- NPI and credential maintenance in Ethizo.
Cross-Training
- Cross-train at least one IT team member on Tier 1 resolution procedures for backup coverage.
- Maintain standard operating procedure documentation for all Tier 1 ticket types.
Qualifications
- 3–5 years of IT support experience, preferably in healthcare.
- Experience supporting third-party SaaS/web-based applications.
- Familiarity with ITSM ticketing systems (FreshService or equivalent).
- Strong troubleshooting methodology and documentation skills.
- Ability to communicate clearly with non-technical clinical staff.
- EMR/EHR support experience strongly preferred.
- ePrescribing platform experience (Dr. First or equivalent) is a plus.
Work Environment
- After 90 days of training, this is a Hybrid position with 4 days in the office.
Physical Requirements
- Be able to lift 10lbs occasionally.
Skills
Information TechnologyHospitals and Health Care