IT CRM Administrator

About Vitra Health

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.

To help share our mission and expand our community impact, Vitra Health is seeking an IT CRM Administrator who is passionate about community engagement and helping people access the care and resources they deserve.

The Opportunity

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
• Foster culture of customer service and commitment to quality care.
• Serve as a brand ambassador for Vitra reflecting our vision, mission, and values.
• Show a genuine interest and compassion for the communities we serve.
• Other duties as assigned.

Education, Experience and Licensure 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/prioritize related job 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; require pushing and pulling equipment and supplies weighing up to 35 pounds; require 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.

Perks and 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.

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.