IT CRM Administrator (Salesforce)

Vitra Health is a mission-driven healthcare organization committed to improving the quality of life for individuals and families across Massachusetts. Through innovative home- and community-based services, Vitra supports aging adults, people with disabilities, and individuals with complex care needs. Supported by a Nurse and Case Manager, Vitra ensures clients receive compassionate, personalized, and dignified care.

About the role

The IT CRM Administrator will serve as Vitra Health’s primary CRM/EHR admin responsible for managing, optimizing, and supporting the Salesforce environment, as well as providing enterprise desktop support to staff. This includes equipment deployment and maintenance, ticket tracking, troubleshooting, user assistance, training, and Help Desk support.

Responsibilities

• Serve as the primary point of contact for Vitra's CRM/EHR platform administration, including Salesforce Health Cloud.
• Provide full desktop support, diagnosing and resolving issues in response to customer-reported incidents.
• Plan and analyze existing work processes.
• Ensure all Help Desk tickets are entered, monitored, and followed up on.
• Identify and report trends, as well as track patterns of issues.
• Provide leadership feedback on process improvement initiatives with a customer service approach.
• Participate in employee training, onboarding, and offboarding.
• Provide technical guidance and support to IT team members and other departments, resolving complex technical issues.
• Manage security measures to protect the organization's data, including firewalls, intrusion detection systems, and access controls.
• Assist in the development and maintenance of backup and recovery procedures to safeguard data integrity and ensure business continuity.
• Create and update technical documentation and procedures related to system management, operations, and staff support.
• Manage user accounts and permissions, ensuring compliance with security policies and best practices.
• Participate in project planning and implementation, collaborating with other departments to meet organizational goals.
• Offer technical support to company staff and troubleshoot computer problems with a customer service-centered approach.
• Serve as a liaison between department leaders and the IT Service Desk team.
• Leverage clinical knowledge and work with leadership to anticipate roadblocks and develop IT solutions as needed.
• Support Windows, Mac, and mobile devices (Android, iOS), including MDM platforms such as Intune and JAMF.
• Oversee print management across main sites.
• Foster a culture of customer service and commitment to quality care.
• Serve as a brand ambassador for Vitra, reflecting our vision, mission, and values.
• Show genuine interest and compassion for the communities we serve.
• Perform other duties as assigned.

Requirements

• Bachelor's degree required.
• 3-4 years of experience in systems administration, network management, and IT support is preferred.
• Progressive healthcare experience preferred.
• CRM platform certifications (Salesforce preferred).
• Strong analytical and troubleshooting skills to resolve technical issues efficiently.
• Excellent verbal and written communication skills to interact with team members and other departments effectively.
• Ability to multitask, learn new skills, and adapt to change.
• Demonstrated ability to work independently and willingness to work in the field if needed.
• Ability to withstand varying job pressures, organize and prioritize tasks, and excellent attention to detail.

Physical and Environmental Demands

• Works in a clean, well-lit environment with fluctuating temperatures in close proximity to others.
• Requires substantial periods of repetitive work utilizing a computer, monitor, keyboard, and mouse.
• Requires lifting and carrying equipment and supplies weighing up to 35 pounds; pushing and pulling equipment and supplies weighing up to 35 pounds; walking and standing.
• Requires frequent sitting (more than 75% of the workday).
• Requires the ability to navigate stairs.
• Requires visual acuity and manual dexterity to operate equipment.

Benefits

• Health Insurance with a 75% employer contribution.
• Dental and Vision Benefits.
• Supplemental Benefits: Life, Accident, Critical Illness, and Disability Insurance.
• 401K with a company match.
• Accrued Paid-Time-Off.
• ADP LifeMart Corporate Discounts.
• Competitive Pay Rates.
• Wellness Benefits.
• Tuition Reimbursement.
• Supportive team structure and company culture with a focus on work/life balance.