Application & End User Support Technician

Medlogix, LLC delivers innovative medical claims solutions through a seamless collaboration of our medlogix® technology, our highly skilled staff, access to our premier health care provider networks, and our commitment to keeping our clients’ needs as our top priority. Medlogix has a powerful mix of medical expertise, proven processes and innovative technology that delivers a more efficient, disciplined insurance claims process. The result is lower expenses and increased productivity for the auto insurance and workers’ compensation insurance carriers; third party administrators (TPAs); and government entities we serve.

Position: Application & End User Support Technician

Location: Remote

FMLA: Exempt, Full-Time

Summary:
 

The Application & End User Support Technician provides responsive, hands-on support for business applications, Microsoft 365, Windows devices, user accounts, and day-to-day technology needs. This role combines practical troubleshooting with clear communication to help employees remain productive, secure, and confident with the technology they use every day.

The technician owns service requests from initial contact through resolution or effective escalation, supports employee onboarding, maintains clear documentation, and collaborates with infrastructure, security, application, and vendor teams to resolve incidents and recurring problems.

Responsibilities:
 

• Provide Tier 1-2 support for business applications, laptops, desktops, mobile devices, printers, peripherals, and remote-access tools.
• Troubleshoot Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, and access-related issues.
• Assist with passwords, multifactor authentication, account access, and group membership in Active Directory and Microsoft Entra ID.
• Own service desk requests from initial contact through resolution or effective escalation, while keeping users informed of progress.
• Support onboarding by preparing devices, coordinating access, installing approved software, and helping new employees get started.
• Work with infrastructure, security, application, and vendor teams to resolve incidents and recurring problems.
• Create clear support notes, user instructions, and knowledge articles.
• Help employees adopt Microsoft 365 Copilot and other approved business tools.
• Identify suspicious activity or potential security concerns and escalate them promptly.
• Suggest improvements that make support processes, systems, documentation, or training more effective.
   

Competencies (knowledge, skills and abilities necessary to perform the job):
 

• Strong troubleshooting skills and the judgment to know when and how to escalate.
• Clear, professional communication with both technical and non-technical users.
• A customer-focused approach, strong follow-through, and accurate documentation habits.
• Ability to take ownership and keep users informed until an issue is resolved.
• Ability to remain calm and methodical when priorities shift or several requests arrive at once.
• Ability to explain technical topics in a practical, approachable way.
• Commitment to security, confidentiality, teamwork, and continuous improvement.
• Interest in learning new applications and helping others use technology effectively.
   

Education / Professional Certifications or Licenses Required:
 

• Associate's or bachelor's degree in information technology or equivalent practical experience.
• CompTIA A+, Network+, Microsoft 365 Fundamentals, Azure Fundamentals, or similar certifications are preferred.
   

Experience Requirements:
 

• Two to three years of experience in help desk, desktop support, application support, or end-user support.
• Practical experience supporting Microsoft 365, Windows devices, user accounts, and common business applications.
   

Supervisory responsibilities:
 

• This position does not have direct supervisory responsibilities.
   
  EEOC STATEMENT:
  Medlogix is an Equal Opportunity Employer. Medlogix does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status or any other basis covered by appropriate law. We will continue to maintain our commitment to making all employment-related decisions based on the merit of each individual.