Enterprise Application Team - Level 1 Support Technician

Advocates; Framingham (MA); On-site; USD 50,000 - 52,000; Full time

Job summary

Advocates is seeking a Level 1 Support Technician to provide remote technical assistance across the agency’s platforms, with a focus on the electronic health record applications. The role involves testing, defect tracking, and creating training materials, plus end-user trainings primarily via Zoom.

The candidate will work in a hybrid setting, collaborating with the Enterprise Applications team to ensure smooth operation and timely resolution of support requests.

Qualifications

• High School Diploma or GED required.
• Proficiency in Microsoft Office (Word, Excel) preferred.
• Experience in administrative support or help desk is a plus.
• Basic knowledge of software tracking and project management tools.
• Understanding of healthcare or behavioral health domains is beneficial.

Responsibilities

• Deliver remote technical support for agency applications.
• Communicate professionally with users.
• Perform initial troubleshooting for requests.
• Escalate to senior team members as needed.
• Log defects and support requests in tracking software.
• Contribute to testing and verification of EHR updates.
• Create supplemental training materials.
• Provide end-user trainings via Zoom.
• Maintain project plans and deadlines.
• Support Enterprise Applications team as needed.

Skills

Written communication

Organizational skills

Time management

Team collaboration

Education

High School Diploma or GED

Tools

Microsoft Word

Microsoft Excel

Software tracking tools

Project management software

Job description

Overview

Salary Range: $50,000-$52,000

Schedule: Monday-Friday 9am-5pm

This is a hybrid role.

The Level 1 Support Technician is responsible for delivering remote technical support to users on various platforms used across the organization, with primary focus on the agency electronic health record applications. The Level 1 Support Technician will assist with application testing, defect tracking, and documentation of solutions. The Level 1 Support Technician will also assist in creating training materials and provide end user trainings primarily via zoom.

Who We Are

At Advocates, we provide comprehensive services for people facing developmental, mental health, or other life challenges.

We’re a nonprofit, mission-driven organization with a person-centered approach, empowering the individuals we support to make choices, build independence, and live full, meaningful lives. Our work is rooted in respect, compassion, and inclusion, and we envision a world where individual differences are appreciated and celebrated.

At Advocates, we value the ideas, experiences, and contributions of employees and are committed to fostering a supportive, welcoming culture where everyone can grow and thrive.

Minimum Education Required

High School Diploma/GED

Responsibilities

• Work as part of a team that delivers remote technical support for applications used across the agency.
• Communicate with users in a professional and courteous manner.
• Complete initial troubleshooting for support requests.
• Escalate support requests to senior team members when appropriate.
• Test and enter software defects and support requests into tracking software used for different vendors.
• Perform development verification testing in updated versions of the agency electronic health record applications.
• Create supplemental training materials.
• Provide remote staff trainings.
• Maintain all project plans and deadlines.
• Provide additional support to the project team and Director of Enterprise Applications on an as needed basis.

Qualifications

• High School Diploma or GED and one year of experience in an administrative support role.
• Proficiency in Microsoft Office Suite with an emphasis on Word and Excel.
• Basic knowledge of software tracking and project management software.
• Must have a general understanding of the Behavioral Health, Healthcare, or Health Information Technology industries.
• Excellent written and oral communication skills.
• Excellent organizational, time management, and planning skills.
• Ability to exercise critical and analytical thinking skills.
• Ability to maintain project deadlines and work independently.
• Must be able to perform each essential duty satisfactorily.
• Strongly prefer that a candidate will have a demonstrated understanding of and competence in serving culturally diverse populations.
• High energy level, superior interpersonal skills, and an ability to function in a team atmosphere.
• Must possess the ability to read and speak English.

Advocates is committed to cultivating a diverse and welcoming community where everyone feels respected and valued. Advocates fosters a culture of inclusion that celebrates and promotes diversity along multiple dimensions, including race, ethnicity, sex, gender identity, gender expression, sexual orientation, partnered status, age, national origin, socioeconomic status, religion, ability, culture, and experience.