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About the Role

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 include troubleshooting application, hardware, and software issues; testing equipment and system functionality; maintaining inventory records; and creating technical documentation, training materials, and support guides. The technician also collaborates with internal departments and external vendors to investigate and resolve identified issues.

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.
Assist staff with navigating applications and following established system workflows.
Track support requests through the organization’s ticketing system and maintain accurate documentation of actions taken.
Provide on-site technical support and manage equipment inventory across multiple clinic locations.
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

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 travel to clinic locations throughout the New York City area.
Working knowledge of Windows based computers, iPads, remote management tools, hardware, software, and basic network troubleshooting.
Experience supporting and training users in person and remotely.
Clear verbal and written communication, tailored to different staff needs and levels of technical experience.
Strong interpersonal, customer service, and organizational skills.
Ability to work independently and collaborate effectively across departments.
Commitment to a harm reduction approach when working with underserved populations.
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.

Location

New York City area

Work Type

Remote
On-site

Experience Level

2-3 years of experience

Education Level

High school diploma or equivalent
Associate or Bachelor’s degree preferred

Salary/Compensations

$60,000 - $70,000 yearly

Benefits

Three comprehensive healthcare plans to choose from.
Housing Works covers most of the healthcare plan cost.
Staff begins accruing PTO immediately.
Up to 30 days of PTO earned in the first year.
Educational benefit available for tuition loan reimbursement, tuition costs, and text books.

About the Company

Housing Works was founded in 1990; With a long-term commitment to AIDS advocacy.
Housing Works established New York State’s first harm reduction-based, OASAS-licensed outpatient drug treatment program.
Other services include Health Home care management, behavioral health, and syringe exchange programs.
A pioneer in the social entrepreneurship movement, Housing Works operates 10 high-end thrift shops in Manhattan and Brooklyn and a much-loved Bookstore Cafe in Soho.
Housing Works fights for funding and legislation to ensure that all people living with HIV/AIDS have access to quality housing, healthcare, HIV prevention, and treatment, among other lifesaving services.

Equal Opportunity

Housing Works provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
Housing Works complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
Housing Works also does not request prior salary information during the hiring process.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.