• Own day-to-day IT support for employees across time zones, including triage, troubleshooting, and resolution for hardware, software, access, and network issues. • Provide high-quality onboarding and offboarding, ensuring new hires are productive quickly and departures are handled cleanly (device return, access removal, account deprovisioning). • Build and maintain internal documentation, runbooks, and self-serve workflows that reduce repeated requests and improve employee experience. • Operate a reliable ticketing and prioritization system, with clear communication and strong follow-through. • Administer and improve identity and access workflows in Okta, including group strategy, app assignments, SSO configurations, and access request patterns. • Manage endpoint fleet operations using Workspace ONE, including provisioning, configuration baselines, patching workflows, encryption posture, and inventory hygiene. • Own laptop lifecycle management: procurement, standard builds, repairs, replacements, asset tracking, and secure disposal. • Partner with Security to support access reviews, MFA enforcement, device posture policies, and incident response needs (while keeping IT operations pragmatic and low-friction). • Administer Google Workspace, including user lifecycle management, groups, shared drives, permissions, and baseline configuration standards. • Administer Slack workspace operations, including access management, role-based administration, and configuration that supports both productivity and security needs. • Improve SaaS sprawl and vendor hygiene by helping maintain an accurate inventory of internal tools, owners, and renewal timelines. • Support rollout of new internal tools and changes with clear planning, documentation, and stakeholder coordination. • Partner with Security, Engineering, and Operations to translate requirements into practical IT controls and workflows. • Identify operational gaps and lead projects to close them, such as better onboarding automation, improved device compliance reporting, or clearer ownership of internal systems. • Provide visibility into IT health, recurring issues, and improvement opportunities through lightweight metrics and regular updates.

Position Overview The Customer Technical Support (CTS) Representative provides phone-based technical support to consumers, primarily assisting with connectivity between hearing devices and mobile applications. This fully remote role requires strong technical aptitude, effective communication skills, and the ability to work independently in a self-guided environment. The position involves a high volume of calls and emails and plays a key role in delivering a positive customer experience through efficient troubleshooting and support. Key Responsibilities: - Typically reports to the Customer Service Team Lead or Customer Service Manager - Under broad direction and some supervision executes day-day operational activities in defined area(s), processes and procedures key to business delivery and customer satisfaction ambitions, such as order entry, order management, customer calls or technical support - Acts as a liaison between sales and customers - Executes service level improvement as directed by direct manager - On-boarding of new hires - Provide training to new and current team members on systems, processes, and product as assigned by Manager/Supervisor - Monitoring and scoring of team member interactions with customers - Continuous coaching of all team members - Work with Supervisor to assist with setting of tone and direction of team - Serve as technical resource for other team members - In Supervisor’s absence provide point of contact for team members to answer questions and resolve issues if applicable Desired Qualifications - Education with a 2 - 4 Years degree or 3 - 5 years of relevant experience - Some leadership experience preferred but not required Position Type and Expected Hours of Work: Monday – Friday standard business hours between 9:30 AM to 6:00 PM CST Working Environment: Remote Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Candidates must be able to reliably work on-site three days per week as outlined above. About Us GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and driven by innovation, we deliver technology that enhance the senses of hearing and sight. We help people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses, and provide great experiences for audio and gaming enthusiasts. What We Offer We value our employees and offer competitive wages and benefits including: - Generous Benefits including PTO and Paid Holidays - 401k with Company match - Paid Parental Leave & Transition Back to Work Benefits - Company HSA Contributions - Discounted GN Group products We encourage you to apply Even if you don’t match all the above-mentioned skills, we will gladly receive your application if you think you have transferable skills. We highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well. We are committed to an inclusive recruitment process GN welcomes applicants from all backgrounds and applicants will receive equal consideration for employment. We make life sound better by developing intelligent sound solutions that transform lives through the power of sound, enabling you to hear more, do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. Our wireless headsets are designed to fit any lifestyle - from sports enthusiasts to commuters and office workers. GN operates in more than 90 countries across the world. Founded in 1869, GN has more than 7,000 employees today. Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range from $22 - $24/hr. In addition, you may be eligible for a discretionary bonus. Compensation for roles at GN depend on a wide array of factors including but not limited to location, role, skill set, and level of experience. To remain competitive, GN offers a competitive benefits package, including annual bonuses, health insurance, a 401(k) plan, paid time off and paid holidays. GN participates in E-Verify. View the E-Verify poster here. View the Right to Work poster here. Disability Accommodation If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail bloomington-humanresources@gnresound.com. This email is provided for the purpose of supporting applicants who have a disability that prevents them from being able to apply online. Only emails received for this purpose will be returned. Emails left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

Position Overview The Customer Technical Support (CTS) Representative provides phone-based technical support to consumers, primarily assisting with connectivity between hearing devices and mobile applications. This fully remote role requires strong technical aptitude, effective communication skills, and the ability to work independently in a self-guided environment. The position involves a high volume of calls and emails and plays a key role in delivering a positive customer experience through efficient troubleshooting and support. Key Responsibilities: - Typically reports to the Customer Service Team Lead or Customer Service Manager - Under broad direction and some supervision executes day-day operational activities in defined area(s), processes and procedures key to business delivery and customer satisfaction ambitions, such as order entry, order management, customer calls or technical support - Acts as a liaison between sales and customers - Executes service level improvement as directed by direct manager - On-boarding of new hires - Provide training to new and current team members on systems, processes, and product as assigned by Manager/Supervisor - Monitoring and scoring of team member interactions with customers - Continuous coaching of all team members - Work with Supervisor to assist with setting of tone and direction of team - Serve as technical resource for other team members - In Supervisor’s absence provide point of contact for team members to answer questions and resolve issues if applicable Desired Qualifications - Education with a 2 - 4 Years degree or 3 - 5 years of relevant experience - Some leadership experience preferred but not required Position Type and Expected Hours of Work: Monday – Friday standard business hours between 9:30 AM to 6:00 PM CST Working Environment: Remote Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Candidates must be able to reliably work on-site three days per week as outlined above. About Us GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and driven by innovation, we deliver technology that enhance the senses of hearing and sight. We help people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses, and provide great experiences for audio and gaming enthusiasts. What We Offer We value our employees and offer competitive wages and benefits including: - Generous Benefits including PTO and Paid Holidays - 401k with Company match - Paid Parental Leave & Transition Back to Work Benefits - Company HSA Contributions - Discounted GN Group products We encourage you to apply Even if you don’t match all the above-mentioned skills, we will gladly receive your application if you think you have transferable skills. We highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well. We are committed to an inclusive recruitment process GN welcomes applicants from all backgrounds and applicants will receive equal consideration for employment. We make life sound better by developing intelligent sound solutions that transform lives through the power of sound, enabling you to hear more, do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. Our wireless headsets are designed to fit any lifestyle - from sports enthusiasts to commuters and office workers. GN operates in more than 90 countries across the world. Founded in 1869, GN has more than 7,000 employees today. Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range from $22 - $24/hr. In addition, you may be eligible for a discretionary bonus. Compensation for roles at GN depend on a wide array of factors including but not limited to location, role, skill set, and level of experience. To remain competitive, GN offers a competitive benefits package, including annual bonuses, health insurance, a 401(k) plan, paid time off and paid holidays. GN participates in E-Verify. View the E-Verify poster here. View the Right to Work poster here. Disability Accommodation If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail bloomington-humanresources@gnresound.com. This email is provided for the purpose of supporting applicants who have a disability that prevents them from being able to apply online. Only emails received for this purpose will be returned. Emails left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

Overview Job Summary We are seeking a proactive and client-focused Level 1 Service Desk Teammate to join our IT team. As the first point of contact for practices experiencing technical issues, you will play a key role in ensuring smooth operations by addressing Level 1 tickets efficiently and professionally. This position requires strong communication skills, attention to detail, and a commitment to excellent customer service. This remote position will have the hours of 7am - 4pm eastern time, Monday-Friday. About Specialized Dental Partners Specialized Dental Partners is one of the nation’s leading dental support organizations for Endodontic, Periodontic, and Oral Surgery practices. With more than 250 practice locations and over 430 doctors across the United States, Specialized Dental Partners empowers specialists to focus on exceptional patient care while the organization delivers tailored business, operational, and strategic support. Responsibilities Key Responsibilities Issue Intake and Resolution - Act as the first point of contact for practices, documenting details of reported issues. - Troubleshoot and resolve Level 1 technical issues related to hardware, software, Microsoft 365, and basic networking. - Escalate more complex issues to senior analysts or engineers when needed. Ticket Management - Monitor and manage assigned tickets in the service desk system. - Ensure timely resolution of issues and adherence to service-level agreements (SLAs). - Accurately record troubleshooting steps and resolutions for future reference. Customer Communication - Communicate clearly and effectively with practice staff, providing user-friendly instructions and updates. - Deliver a positive customer experience while maintaining professionalism and empathy. Documentation and Reporting - Contribute to internal knowledge base articles. - Flag recurring issues or patterns to help the team improve long-term solutions. Collaboration - Partner with other IT team members to ensure smooth hand-offs. - Provide feedback to improve processes and enhance the service desk experience. Qualifications Required Qualifications: - 2+ years of experience in IT support, help desk, or technical customer service (healthcare or multi-site experience a plus). - 2+ years of troubleshooting experience with Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive). - 2+ years working knowledge of Windows operating systems and common hardware (PCs, printers, peripherals). - 2+ years of experience troubleshooting common connectivity issues (Wi-Fi, VPN, password resets). Preferred Skills: - CompTIA A+ or other entry-level IT certification. - Exposure to ITIL practices. - Experience supporting 100+ end users in a service desk or call center environment. - Customer service background with a focus on achieving high satisfaction scores. - High attention to detail, organization, and follow-through. - Familiarity with ticketing systems and ability to manage multiple tickets simultaneously. - Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users - Experience working in a healthcare environment, dental highly preferred Work Environment: - Remote position with regular collaboration via Teams, email, and ticketing systems. - Must have a reliable internet connection and dedicated workspace. - Must be willing to work shifts of multiple time zones. Specialized Dental Partners, its affiliates, related companies and independently owned supported clinical practices are proud to be Equal Opportunity Employers. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. The salary range for this role is $55,000 - $65,000 per year. At Specialized Dental Partners, its affiliates, related companies and independently owned supported clinical practices, we are committed to ensuring fair and equitable pay for all employees. We adhere to all applicable federal, state, and local laws regarding pay equity and non-discrimination. Our compensation practices are designed to ensure that employees are paid fairly based on their role, experience, performance, and contributions to the company, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We regularly review our compensation practices and conduct pay equity audits to identify and address any disparities. By fostering a culture of transparency and fairness, we aim to create an inclusive workplace where all employees feel valued and respected.