This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Technical Support Engineer (T2) is a specialized technical resource within Casepoint’s Government team, focused on providing high-level technical support for our suite of government applications. This role ensures the technical stability, performance, and availability of the software platforms that government agencies rely on to fulfill their mandates. As a Tier 2 engineer, you will resolve escalated technical incidents that require deep system investigation and administrative configuration. What You’ll Do: - Application & System Support: Diagnose and resolve "jobs pending" or "jobs failing" incidents by performing targeted application service restarts (IIS) within hosted customer environments to restore platform functionality. - Legacy Data Ingestion Support: Facilitate cloud-based data setup and EDR (Electronic Data Retrieval) uploads for customers maintaining legacy versions, ensuring successful data availability within the platform. - Service & Performance Management: Actively monitor and administer Casepoint applications, including running performance and capacity reports to diagnose and resolve failed processes. - Technical Configurations: Execute technical setups for API installations and platform integrations for government workflows. - Advanced Troubleshooting: Troubleshoot, research, diagnose, and resolve escalated incidents where standard front-end interventions are insufficient. - Identity & Access Support: Configure SAML/SSO for hosted environments, including troubleshooting lockouts and managing the placement of Pay.gov and Login.gov certificates. - Government Software Expertise & Administration: Act as the primary technical expert on Casepoint solutions, advising both internal teams and government customers during complex issue resolution. - Administrative Access Recovery: Manage high-level security overrides, including unlocking administrative accounts and performing password resets for users locked out of FX and Pal configuration applications. - End-User Technical Support: Respond to end users on technology-related issues and questions, capturing detailed information regarding the issue and resolutions in the ticket tracking system. - Incident Lifecycle Management: Work directly with customers to reproduce technical issues, capturing detailed diagnostic information to develop comprehensive root cause analyses. - Platform Evolution: Stay up-to-date on skills and knowledge with new developments across the Casepoint platforms. - Testing & Evaluation: Participate in the testing and evaluation of Casepoint applications and outside utilities to provide input on system integration. - Strategic Leadership & Coordination: Provide technical leadership during meetings with Customer Success Managers and Project Managers to iron out technical details and help them track project progress. - Cross-Functional Collaboration: Coordinate with internal teams (Information Services, Product, Customer Services) to ensure system issues are resolved in a timely manner. - Communication Management: Manage internal and cross-departmental communication for given projects, including email responses and follow-ups. - Operational Flexibility: Perform day-to-day task technical support needs and other duties as assigned to support the evolving needs of government customers. Qualifications - Education: Degree in Computer Science, Information Technology, or an equivalent combination of education and experience. - Specialized Knowledge: Demonstrated familiarity with the technical requirements of supporting government-specific software. - Technical Proficiency: Proven ability to diagnose and resolve complex incidents involving web servers (IIS), database queries, and identity providers (SAML/SSO). - Communication: Exceptional oral and written communication skills with the ability to lead technical discussions with government clients. - Citizenship: US Citizenship (non-dual) is required by government contract. - Clearance: Ability to obtain and maintain a Public Trust or higher clearance. Work Location & Flexibility We are headquartered in Washington, D.C., and this role is eligible for remote work from the following states: AR, AZ, CA, CO, CT, D.C., DE, FL, GA, IL, IN, KS, KY, MA, MD, MI, MN, NC, NH, NJ, NY, OH, OR, PA, SC, TX, VA, WA, WI, WY. If you live outside these states, unfortunately we’re not able to consider your application at this time.

• Provide support to NetSuite Users across Europe, via a Ticketing system. • Manage user roles, permissions, and access controls to ensure appropriate system access across the organisation. • Configure system preferences, settings, and customisations in line with business needs. • Monitor and support key system modules to maintain stability, performance, and reliability. • Escalate complex cases to NetSuite Support or our implementation partner Macrofin as required and manage tickets through to closure. • Provide on-going support to system users, answering questions about functionality, troubleshooting issues, guidance on best practices and providing training as needed. • Collate user feedback and suggestions relative to system improvements and process improvements. • Customise forms, fields, records, workflows, and reports aligned to the business. • Undertake data imports, exports, and migrations whilst ensuring data accuracy. • Identify opportunities for process optimisation and automation within the NetSuite environment.

• Taking customer calls Level 2 support in break fix of office printing and imaging equipment, software solutions that we provide. • Liaising with customers when the technician will be onsite to rectify the issue including secondary callout when parts are needed. • If parts are needed, liaise with technicians about necessary onsite work and organize this with the vendors. • Distribute these parts onsite to the customers. • Remote installation for printing and imaging equipment upgrade for customers with installation of print drivers and workflows such as scan to email. • Take care of internal IT infrastructure as a system administrator. • Support future clients under an MSP and be the system administrator for the customer.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Advisor retains students from the point of enrollment to program completion and drives persistence through clinical or professional placements. The Advisor is responsible for providing outreach to students via multiple methods to support their successful completion of programmatic and placement requirements. - Completes outreach via phone, email, and text message as outlined by program-specific engagement strategies. - Responds to student inquiries via phone, email, and text message. - Collaborates with Enrollment Advisor to successfully onboard new students as required by program. - Documents all student communication and maintains relevant data points in CRM and other systems. - Documents relevant communication with cross-functional team members and performs any required action items. - Understands the fluctuations of their student population and works with Associate Director to achieve retention and placement goals. - Confirms final student and enrollment numbers at close of term for Enrollment Verification. - Conducts outreach around key progress markers for students, including registration, participation, clearance completion, grades, and at-risk indicators. - Communicates with university partner faculty or advisor contacts via email as appropriate within designated timeframe. - Provides timely escalations to Associate Director for communication to university partner or internal stakeholders. Qualifications - Bachelor's degree is required. - At least 1-2 years of related experience (i.e., Student Advising, Call Center, In/Out Bound, Customer Service) required. - Experience working in higher education or similar environment highly preferred. - Understands the needs and challenges faced by adult learners. - A passion for excellence and adaptability. - Excellent written and verbal communication skills. - Ability to multitask, prioritize, and deal with ambiguity. - Aptitude to research, critically think about, and analyze student records and policy for resolution. - A strong attention to detail including skills in record keeping and records management. - Strong interpersonal, problem solving, and customer service skills. - Outstanding listening and comprehension skills. - A genuine interest and commitment to help students achieve their goals. - Ability to work independently in the absence of supervision. - Communication Skills: Written and oral communications are clear, organized, and effective; listens and comprehends well. - Reliability/Dependability: Consistently performs at a high level; manages time and workload effectively to meet responsibilities. - Judgment & Decision-Making: Makes thoughtful, well-reasoned decisions; exercises good judgment, resourcefulness, and creativity in problem-solving. - Initiative & Flexibility: Demonstrates initiative, often seeking out additional responsibility; identifies problems and solutions; thrives on new challenges and adjusts to unexpected changes. - Cooperation & Teamwork: Respectful of colleagues when working with others and makes valuable contributions to help the group achieve its goals. - Intermediate proficiency with Microsoft Office, including Outlook, Excel, and Word. - Intermediate proficiency with Microsoft Dynamics CRM, InPlace, and assigned university partner Student Information Systems (SIS) and Learning Management Systems (LMS) preferred. - Familiarity with assigned university partner clearance tracking systems, such as Complio, CastleBranch, etc. - Comfort using multiple systems daily, navigating between systems, and learning new technology. Benefits - Embrace the flexibility of remote, hybrid, and flexible work options. - Access a competitive array of medical, vision, and dental insurance plans. - Take advantage of our Employee Assistance Program (EAP) and various mental health and well-being support programs. - Invest in your future with our tuition reimbursement and professional development programs. - Secure your retirement with our 401(k) retirement contributions and company matching. - Enjoy our paid leave policies designed to ensure you have the time to rest and recharge. - Company-supported life and AD&D insurance, along with short-term and long-term disability coverage. - Inclusive parental leave programs designed to support you and your family.