Data Informatics Support Technician

Overview

The Data Informatics Support Technician provides remote and on-site support to clinical staff for the electronic health record applications used by Housing Works. The technician primarily responds to requests submitted through the organization’s ticketing system and participates in a weekly rotation at clinic locations.

Responsibilities

• Provide day-to-day technical and functional support for EHR applications, including eClinicalWorks, eICare, AIRS, eSHARE, and other assigned systems.
• Respond to support requests involving system access, application errors, workflow questions, account permissions, and data discrepancies.
• Investigate reported issues, document findings, determine appropriate resolutions, and escalate complex problems to vendors or internal technical teams.
• Communicate system issues, outages, workarounds, maintenance activities, and resolutions clearly to affected users.
• Avoid support requests involving system access, application errors, workflow questions, account permissions, and data discrepancies.
• Track support requests through the organization’s ticketing system and maintain accurate documentation of actions taken.
• Create and maintain training materials, including guides, videos, procedures, and workflow documentation.
• Manage user accounts, roles, permissions, locations, and access settings across supported applications.
• Perform special projects assigned by the supervisor.
• Participate in advocacy efforts and direct actions addressing the interconnected crises of homelessness and HIV/AIDS.

Requirements

• A high school diploma or equivalent required.
• An Associate or Bachelor’s degree in information technology, health informatics, computer science, healthcare administration, or a related field is preferred.
• Equivalent relevant experience may be considered.
• CompTIA certification, such as A+, Network+, or Security+, is preferred.
• At least 2-3 years of experience providing application, technical, data, or help desk support, preferably in a healthcare or clinical setting.
• Ability to identify and analyze trends affecting clinical staff and supported applications.
• Strong written and verbal communication skills.
• Ability to manage multiple requests and prioritize work based on urgency and organizational impact.
• Ability to handle confidential information responsibly and comply with applicable privacy and security requirements.
• Ability to sit and work at a computer or participate in meetings for extended periods.
• Ability to transport and set up standard computer equipment at clinic locations.

Additional Skill Requirements

• Ability to travel to other Housing Works locations by public transportation several times per week.
• Ability to sit and work at a computer or participate in meetings for extended periods.
• Ability to transport and set up standard computer equipment at clinic locations.

Benefits

We have three comprehensive healthcare plans to choose from based on your priorities and budget. Housing Works covers most of the plan; you pay a portion, based on your salary. Staff begins accruing PTO immediately for a total of up to 30 days earned in the first year. We offer employees an educational benefit. This money is available for tuition loan reimbursement, tuition costs, and text books.

Pay

Compensation Range: $60,000 - $70,000 yearly commensurate with experience

Schedule

N/A