Role Description This Tier 1 Support Technician role is a remote position based in Argentina. At Netrix Global, the Tier 1 Support Technician will be responsible for: - Intaking customer calls and emails. - Conducting initial assessments of incidents and service requests. - Opening and documenting tickets in our ITSM tool. - Escalating cases per customer procedures. - Working with vendors to open tickets on behalf of customers. - Providing timely and accurate responses to all incoming requests. The goal is to ensure an excellent customer experience, facilitate fast problem resolution, and help eliminate recurring issues. Qualifications - Minimum 2 years of experience working with ticketing systems (e.g., ServiceNow, Jira, Cherwell, Footprints). - Experience with remote monitoring and network monitoring tools (e.g., LogicMonitor, ConnectWise Command, N-Able). - Strong customer service attitude and interpersonal skills. - Excellent written and verbal communication skills in English. - Proven ability to manage multiple tasks effectively and efficiently. - Strong teamwork skills with demonstrated ability to collaborate in fast-paced environments. - Flexible, self-motivated, and highly organized. Requirements - Basic knowledge of network protocols and configurations. - Advanced understanding of operating systems, business applications, printing, and networking. - Strong troubleshooting and problem-diagnosis skills. - Ability to quickly adapt to changing environments. Benefits - Swiss Medical: SMG-30 (family members included). - AWS and Azure certifications. - Happy club: Pedidos Ya. - Internet and connectivity. - Competitive salary and benefits. - English in company. - Ability to work remotely. - An awesome learning environment for you to develop.

• First line of contact with members of the OCHIN collaborative to help research and coordinate resolution of issues by troubleshooting and resolving issues within application modules in response to user requests • Resolve problems with application vendor or other technical support as indicated • Meet Service Level Agreements (SLAs) and OCHIN Customer Service Expectations through the completion of Help Desk tickets, calls and live chats • Triage incoming calls and communications to determine the priority level and appropriate team to address issue • May Provide support to the Electronic Health Record Support Analyst (EHRSA) of other organizations • Perform routine build and configuration in Epic and related products as directed by the Sr. Revenue Cycle Analyst mentor • Discuss and provide workflow solutions and ensure understanding of the system through hands on training • Document build specifications, team processes and complex clinic workflows as directed by the Sr. Revenue Cycle Analyst mentor • Other duties as assigned

• Responsible for leading end-to-end delivery of custom reporting solutions while performing business analysis to define, document, and implement client and system requirements • Serves as both project owner and business analyst, ensuring successful client outcomes through effective planning, requirements gathering, solution design, and execution • Own and manage projects, including timelines, milestones, risks, and deliverables with guided support—from initial discovery through development, testing, and final delivery of custom reports • Lead requirements and solution definition by determining client needs and translating business needs into clear, actionable requirements, user stories, and functional specifications aligned with development standards • Own testing and validation, including defining test scenarios, executing validation, and ensuring deliverables meet business expectations • Serve as the primary point of contact for clients and stakeholders, facilitating all project phases including kickoff, requirements gathering, status updates, training, and final delivery, while effectively managing expectations throughout the lifecycle • Act as the liaison between clients, development teams, and internal stakeholders, ensuring requirements are clearly defined, aligned, and formally approved • Maintain accurate and up-to-date project documentation, including system specifications, procedural updates, and Jira tickets with clear visibility into status, risks, and dependencies • Demonstrate strong organizational, analytical, and communication skills to manage multiple projects simultaneously while maintaining high-quality delivery and responsiveness to client needs • Build and maintain strong relationships with clients and internal teams through professional, effective, and solution-oriented communication • Perform other job-related duties as assigned

• Provide acquisition support to program offices in the development, review, and finalization of procurement package documentation. • Draft and maintain requirements documents including Performance Work Statements (PWS), Statements of Objectives (SOO), and Statements of Work (SOW) using agency-specific templates. • Collect program requirements and draft, edit, and format acquisition documentation in compliance with FAR, EDAR, and agency guidance. • Support development of acquisition artifacts including Independent Government Cost Estimates (IGCEs), Market Research Reports, Acquisition Plans, and Justifications. • Coordinate with Contracting Officer Representatives (CORs), program managers, and stakeholders to gather technical inputs and ensure complete and timely procurement package submission.