• The Tier I IT Support Specialist is the first point of contact for end‑users experiencing technical issues. • This role focuses on responding to support requests, troubleshooting basic hardware/software challenges, assisting in system access needs, and escalating more complex issues to Tier II support when necessary. • Tier I ensures excellent customer service, accurate documentation, and smooth day‑to‑day IT operations.

• Serve as the enterprise technical authority across multiple system domains including VistA extraction (VX130) • Lead the development and maintenance of enterprise architecture artifacts, including technical roadmaps, integration strategies, system topology, and platform-level decision frameworks • Provide direct architectural oversight of InterSystems IRIS environments, including mirror configurations, shadowing, journaling, failover strategies, and performance tuning • Guide the alignment of system designs with long-term data syndication, migration, and analytics goals across VA-hosted and external systems • Collaborate with system engineers, integration developers, and infrastructure teams to validate and implement architectural solutions • Support the development of backup/recovery strategies, change management protocols, and disaster recovery alignment across enterprise systems • Interface with government stakeholders to present architectural strategies, provide recommendations, and respond to evolving mission requirements

• Deliver training sessions on Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Office Web Apps. • Train users on core computer skills such as basic navigation, switching programs, browser use, tab management, printing, and rebooting systems. • Provide instruction on navigating LifeStance resources such as the Compass site and Trailhead learning modules. • Create training materials, including videos, guides, knowledge articles, and quick reference sheets. • Build structured training programs for onboarding and ongoing skill development. • Collaborate with IT leadership to identify recurring knowledge gaps and implement targeted training solutions. • Partner with HR to integrate technology training into the new-hire experience. • Maintain up-to-date documentation for user workflows, technology systems, and best practices. • Assist with the creation of training content aligned with IT Support processes. • Contribute to Tiered Support knowledge content when needed. • Work with IT Support teams to understand common issues and develop training to reduce preventable tickets. • Provide coaching for field technicians or support personnel on effective user education strategies.

• Provide first-line support for hardware, software, and account-related issues through Oportun’s IT Service Desk channels (chat, ticketing, and walk-up support). • Troubleshoot and resolve Windows, macOS, and mobile device issues, escalating complex incidents when necessary. • Assist in configuring and deploying laptops, peripherals, and mobile devices for new hires and existing employees. • Utilize remote support tools (e.g., Kaseya) to assist end-users and perform basic troubleshooting remotely. • Support onboarding and offboarding activities including account setup, device provisioning, and access management using Okta and Microsoft 365. • Maintain accurate IT asset inventory, perform audits, and ensure hardware tracking and compliance. • Learn and support mobile device management (MDM) tools such as Intune, Tanium, and Jamf for basic system configuration and updates. • Document procedures, update technical knowledge bases, and contribute to process improvement initiatives. • Collaborate with IT peers to identify recurring issues and recommend solutions to enhance user experience. • Deliver outstanding customer service and represent IT with professionalism and empathy in all user interactions.