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VITRA Health understands that most caregivers face tremendous financial and emotional challenges, often without compensation or support for their selfless efforts. That's why, at VITRA, we provide comprehensive assistance to caregivers with financial support, a customized care plan, community resources, and caring teams of nurses and case managers.

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

Essential Functions

• Serve as the primary point of contact for Vitra's CRM/EHR platform administration including but not limited to Salesforce Health Cloud

• Full desktop support, diagnosing and resolving issues in response to customer reported incidents

• Planning and analyzing existing work processes

• Ensure all Help Desk tickets are entered, monitored and follow-ups are completed

• Identifies and reports trends as well as tracks patterns of issues

• Provides leadership feedback on process improvement initiatives with a customer service approach

• Participates in employee training, onboarding and offboarding

• Provides technical guidance and support to IT team members and other departments, resolving complex technical issues

• Manages security measures to protect the organization's data, including firewalls, intrusion detection systems, and access controls

• Assists in development and maintenance of backup and recovery procedures to safeguard data integrity and ensure business continuity in case of system failures

• 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

• Shows genuine interest and compassion for the communities we serve and commitment to the diversity of our clients and team members

• Offer technical support to company staff and troubleshoot computer problems

• Customer service centered and responsiveness approach to IT service delivery

• Serve as a liaison between department leaders & IT Service Desk team

• Leverage clinical knowledge and work with Leadership to anticipate roadblocks and develop IT solutions as needed

• Capable of supporting Windows, Mac, and mobile devices (Android, iOS) including MDM platforms such Intune and JAMF

• Oversee print management across our main sites

Education, Experience and Licensure Requirements

• Bachelor's degree required

• At least 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/prioritize related job tasks, and excellent attention to detail

Physical and Environmental Demands:

• This is a full-time onsite position based in the Braintree office that will require occasional travel to our Boston office.

• Works in a clean well-lit environment with fluctuating temperatures near 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; requires pushing and pulling equipment and supplies weighing up to 35 pounds; requires walking and standing; requires frequent sitting more than 75% of the workday; requires the ability to negotiate stairs; requires visual acuity and manual dexterity to operate equipment.

Vitra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.