Enterprise Application Team- Level 1 Support Technician

Overview:

$50,000

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. 

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

11. Adhere to all principles related to the Advocates Way.
12. Attends and actively participates in supervision and staff meetings.
13. Perform all duties in accordance with agency’s policies and procedures.

1. High School Diploma or GED and one year of experience in an administrative support role.
2. Proficiency in Microsoft Office Suite with an emphasis on Word and Excel.
3. Basic knowledge of software tracking and project management software. 
4. Must have a general understanding of the Behavioral Health, Healthcare, or Health Information Technology industries.
5. Excellent written and oral communication skills.
6. Excellent organizational, time management, and planning skills. 
7. Ability to exercise critical and analytical thinking skills.
8. Ability to maintain project deadlines and work independently.
9. Must be able to perform each essential duty satisfactorily.
10. Strongly prefer that a candidate will have a demonstrated understanding of and competence in serving culturally diverse populations.
11. High energy level, superior interpersonal skills, and an ability to function in a team atmosphere.
12. 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.