Junior IT Systems Engineer (Athena Support)

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 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 quali?cations.

• 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.