Remote Enterprise Apps Support Technician (Hybrid)

Advocates; Framingham (MA); Hybrid; 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

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.