• Develops and maintains enterprise architecture roadmaps, target architectures, transition plans, and reference models that align IT capabilities with organizational strategies, mission priorities, and Department of War (DoW) objectives • Leads the creation, validation, maintenance, and governance of architectural artifacts and viewpoints using Department of Defense Architecture Framework (DoDAF) and Unified Architecture Framework (UAF) standards to enable capability analysis, interoperability, reuse of data, and executive decision support • Conducts architectural analyses, including current-state assessments, gap/fit analyses, maturity evaluations, and risk assessments across business, data, application, technology, and security domains to identify opportunities and recommend improvements • Collaborates with senior stakeholders, program offices, CIO elements, and cross-functional teams to integrate enterprise architecture into strategic planning, investment prioritization, capital planning, and acquisition processes • Prepares and delivers high-impact Executive/C-Suite level briefings and presentations, translating complex architectural concepts, analyses, recommendations, and program progress into actionable insights for senior leadership • Provides strategic guidance on emerging technologies, standards compliance, interoperability challenges, and risk mitigation strategies to advance enterprise-wide IT maturity, mission effectiveness, and alignment with federal IT policies

• Provides first contact for moderately complex customer inquiries via phone calls, emails, and web submissions • Assist customers in resolving technical problems with Windows desktop applications, VPN software, PIV credentials, mobile apps, and hardware issues • Follows up with customers to ensure that customer inquiries are resolved in the agreed upon time frame • Logs and tracks inquiries using a problem management application and maintains incident records and related problem documentation • Identifies, evaluates inquiry / prioritizes customer problems and complaints to ensure that inquiries are successfully resolved • Analyzes and evaluates inquiry / problem reports and makes recommendations to reduce help desk call rates • Attempts to resolve as many incidents during the first contact, or at Tier I level and efficiently escalates incidents to Tier II or Tier III when required • Writes knowledgebase articles for common problems • Meets or exceeds established objectives for call resolution time and customer satisfaction

• Assist with coordinating across multiple teams: Data Governance, Data Enablement Real-Time Services, Data Warehousing, and Data Reporting. • Play a pivotal role in ensuring stability, efficiency, visibility, and continuous improvement of enterprise data capabilities. • Evaluate and prioritize incoming requests based on business impact, urgency, and technical feasibility. • Set clear expectations with stakeholders, ensuring alignment with organizational goals. • Communicate trade-offs transparently, advocating for business value over reactive task execution. • Develop a structured framework for prioritization that ensures mission-critical support needs are met while also advancing right-sized enhancements that drive continuous improvement. • Ensure operational metrics, roadmaps, goals/outcomes, project status, and other critical reports outs for the data department are updated appropriately. • Identify and help remove operational roadblocks that limit team effectiveness, including process inefficiencies, unclear responsibilities, or misaligned priorities. • Facilitate necessary resource capacity/demand activities include planning, onboarding, tracking, and support for both employee and contractual staff across all enterprise data teams. • Ensure cross-team collaboration, fostering a shared understanding of priorities, dependencies, and technical solutions. • Create and uphold accountability structures to ensure work is completed efficiently and of high quality. • Drive a culture of ownership, problem-solving, and continuous learning. • Coach team leads on best practices for planning, reporting, and cross-functional collaboration. • Act as a central point of escalation and resolution for cross-team resource conflicts or competing priorities. • Promote the use of generative AI tools to boost team creativity, efficiency, and skill development. • Serve as the bridge between technology teams and business stakeholders, ensuring both sides understand priorities, constraints, and impacts. • Maintain a strong grasp of enterprise data systems, workflows, and potential challenges, ensuring informed decision-making. • Set firm but fair expectations with business stakeholders, ensuring they understand how and why prioritization decisions are made. • Provide regular updates on progress, challenges, and key outcomes related to support and enhancements. • Communicate realistic timelines, risks, and trade-offs when managing requests.

ABOUT THE POSITION This role is a specialized form of helpdesk support in which service and technical skills are used to focus on what is best for the customer. The Helpdesk Associate serves as the face of the company and are responsible for ensuring the customer remains loyal to our brand. The Helpdesk Associate will provide Tier 1 support to our small and midsize business customers by answering general inquiries with a focus on troubleshooting all Linxup devices to ensure minimal gaps in coverage. These inbound inquiries can be in the form of telephone calls, chats, emails, or cases. All interactions should be documented for business use. This position has the flexibility to work remotely and may be required to do so due to business needs. Scheduled hours for this role are Monday - Saturday as assigned. If the Associate is assigned a Saturday shift, they will have a scheduled drop day between Tuesday - Friday. The Helpdesk Associate is required to have a private workspace in their home to ensure productivity and customer information is secure. They will also be responsible for maintaining their internet connection at a level that does not impact their productivity. This includes but is not limited to: Voice over IP (VoIP) phone systems, internal systems, and video conferencing. ESSENTIAL FUNCTIONS – RESPONSIBILITIES: - Communicate effectively with customers via phone, chat, and email - Answer all contacts with a warm and courteous greeting to ensure customer service satisfaction - Clarify customer requirements; probe for and confirm understanding of requirements or problem and provide first contact resolutions - Confirm customer understanding of the solution and provide additional customer education to prevent call backs on the same issue - De-escalate calls by utilizing active listening and positive positioning statements to ensure positive resolution for both the customer and the company - Provide superior technical support on all Linxup branded products and build successful long-term relationships with both internal and external customers - Save customers that are looking to end their relationship with Linxup - Look for ways we can increase revenue on accounts by educating customers on new or existing products we offer - Other duties as assigned QUALIFICATIONS - Excellent written and verbal communication skills required - Exceptional customer service skills - Strong technical aptitude and/or background in triaging technical issues - Ability to learn fast in a non-traditional training environment - Organized with proficient attention to detail - Must possess a strong work ethic, with the ability to adapt to changes quickly and think conceptually - Positive attitude with an ability to flex their approach to meet the individual needs of the customer while still maintaining a positive business relationship - Ability to type well and at a fast pace - Flexibility on schedules WORK ENVIRONMENT - Monday through Friday - Fast-paced environment with opportunities for growth and reward - Company promotes work/life balance to achieve maximum performance professionally and personally COMPENSATION AND BENEFITS - We value hard work and on-the-job-excellence and offer competitive compensation and benefits packages: - Position offers a Base Salary - Medical, Dental, Vision, Life and 401(k) benefits are offered - Paid Time Off (PTO)