You get a quiet satisfaction from closing a ticket cleanly. Not just resolving the issue — but leaving the person on the other end feeling like they were heard, helped, and didn't have to explain themselves twice. You've worked a queue before. You know what it means to triage well, communicate clearly under pressure, and stay patient when the person you're talking to isn't. At Fixify, we're building an AI-native IT automation platform that combines technology with a human touch. The "human touch" part isn't a tagline — it's the job. Our Help Desk Analysts are the people who make that real for our customers every day. You'll work directly with end users, collaborate with customer IT teams, and partner with Engineering to improve the workflows that reduce toil for everyone. The work you do shows up immediately, in real customer experiences, across companies that depend on us to keep things running. This is a hands-on role. You'll be in the queue, on the tools, and in the conversation — covering shifts across a 24/7/365 support operation. If you want to do real support work at a company where support actually matters, this is it. What we can do for you - Put you at the center of a product where IT support isn't a cost center — it's the whole point. - Give you direct exposure to automation and AI workflows that are actively changing how IT support gets done. - Surround you with analysts, engineers, and customer IT teams who take quality seriously and share what they know. - Give you space to build expertise across a broad technical stack in a fast-moving environment. What you can do for us - Deliver prompt, high-quality technical support to end users — diagnosing and resolving issues across productivity tools, operating systems, and identity and access management. - Communicate clearly and professionally with customers through every interaction, including the complicated ones. - Collaborate with Engineering to develop and improve IT automation workflows that reduce manual work over time. - Participate in shift rotations as part of a 24/7/365 support operation. What you should bring with you - 2+ years of experience in an IT support role. - Working knowledge of productivity tools, including Google Workspace, Microsoft 365, and Slack — and the ability to troubleshoot and explain them to others. - Working knowledge of Windows and macOS for diagnosing and resolving common issues. - Working knowledge of help desk and ticketing systems, including tools like Jira, ServiceNow, and Freshdesk. - Working knowledge of identity and access management practices and tools. - Working knowledge of TCP/IP and common network protocols, with the ability to address typical network issues. - Familiarity with Mobile Device Management platforms — experience with JAMF is a plus. - Clear written and verbal communication skills; you can explain technical issues to non-technical people without making them feel small. - Strong instincts for prioritisation and decision-making when multiple things need attention at once. - A collaborative working style — you're effective across teams, time zones, and org boundaries.

• Responsible for following policies and procedures set within the pharmacy department to ensure that Members obtain appropriate medications in a timely, cost-effective, and efficient manner. • Requires use of and proficiency in multiple computer programs. • Handle calls from Members, pharmacies, and providers concerning pharmacy issues such as coverage, prior authorization, step therapy, networks, and overrides, and denial rationale. • Review incoming prior authorization request and contact provider's office, pharmacies, prior authorization department, or Member to clarify the intent of the prior authorization and identify any potential missing information. • Enter prior authorizations and formulary exception requests into referral form. • Review Plan policy to determine which requests need to be sent on the clinical pharmacist team for review. • Complete initial and benefit denial letters. • Serve as a liaison with the pharmacy benefit manager (PBM) in regards to pharmaceutical questions or issues that arise. • Serve as a resource for other departments within the health plan. • Meet and maintain all benchmark stats (prior authorizations, medical claims reviews, phone, approval, denial letters and CRM volume) while holding this position.

• Reset passwords and multi-factor authentication for Office 365, Google Workspace, and Windows OS via AAD and AD. • Provide technical support for commonly used applications such as Outlook, Slack, Zoom, and QuickBooks. • Administration for Office 365/Google Workspace to handle requests for delegate access, shared mailboxes, aliases, and distribution lists. • File system syncing issues with OneDrive, Dropbox, and Google Drive. • Network connectivity issues such as Wi-Fi connection, slow internet speeds, network outages/no internet. • Email related issues with sending, receiving, spam, and archiving. • Hardware related issues like no audio, Bluetooth devices not connecting, computer won't boot, display connection issues. • Printer and Scanning issues like jams, not available on the network, driver issues, incorrect scanning and printing, etc. • Account and email suspicious activity. • Properly documenting your work in support requests and thoroughly explaining solutions provided with any system configurations to ensure consistent service quality. • Participate in knowledge-sharing activities and stay updated with the latest in industry trends, technologies, and best practices to enhance the service desk’s capabilities.

• Manage, mentor, and deliver architectural expertise to this enterprise-grade organization • Take ownership of a core business domain encompassing a set of products, services, and business capabilities • Provide guidance to product and project teams on holistic architecture solutions to drive the tech design, development, and delivery • Analyze market trends and emerging technology to find and manage risk and opportunities to guide investment decisions • Develop and maintain architecture standards, patterns, and principles