Overview Location: Remote (EST timezone) Job Type: Full time / Contract Work Authorization: No Sponsorship The A.C.Coy company has an immediate opening for a Technical Support - Digital Signage consultant. Ideal candidates must have 3+ years of experience supporting a digital signage or internal communication platform. Responsibilities - Participate in the global deployment of a digital signage platform - Provide post go-live support (will provide ticket support for all user issues) - Post-Installation configuration and support of Digital Signage display devices - Daily monitoring to ensure all devices are up and running - Interact with local IT support teams to confirm resolution of issues, update user list/device owner - Create/execute/validate test plans for platform software upgrades - Account set up and permission creation for new users - Maintain/Update Documentation - Train new users on content management system software (log ins, add slides, adding/saving content, etc.) Qualifications Education: - Bachelor's degree or equivalent experience Experience Required: - Supporting a digital signage (Poppulo, Appspace, etc.) or internal communication platform (intranet) - 3+ years - Experience creating/executing test plans for digital signage platform - 3+ years - Experience working with 3rd party vendors to resolve escalated issues - Providing support and communicating with non-technical users - Change management and governance

• Provide first-level escalation support for critical incidents • Serve as the subject matter expert for assigned customer accounts • Identify the root causes of problems and implement corrective actions • Deliver ongoing recommendations for continual service improvement • Act as the primary point of escalation for field technicians • Monitor and ensure the quality of technician performance • Collaborate with customers and end users to resolve technical issues • Conduct technical readiness calls with field technicians • Support a variety of customer-provided equipment and solutions • Maintain a customer-focused approach

• Responsible for the availability of the Ivanti Endpoint Management Suite and associated services provided through this technology (Patch Management, OS Provisioning, Software Delivery). • Responsible for the development, implementation and communication of associated Plan, Build, Check and Run activities associated with Ivanti such as the corporate build, patch content creation, packaging deployments, patch deployments, custom content creation for vulnerabilities, queries and reporting and maintenance of an Ivanti environment including migrations and upgrades and security (roles-based access control). • Responsible for investigation and remediation of any security vulnerabilities in the Front Office estate within agreed timelines and ensuring minimal impact to the customer experience. • Through standards, ensure security hardening across all Front Office platforms through configuration and regular patch management of both the operating system, Consumer-of-the-shelf (COTS) applications and Cubic software. • Through continuous improvement, assist in maturing packaging and delivery strategy to include areas such as application delivery, antivirus, security patching, drivers /updates, and endpoint build (PCs/ laptop/VM), and Operating System deployment. • Manage and maintain system and process documentation libraries. • Take ownership and accountability of the full life cycle of patch deployments (‘Test’ > ‘Vanguard’ > Production) • Maintain awareness of technical developments within the industry and contribute to roadmaps for the Infrastructure Services. • Maintenance of an Ivanti environment including upgrades and security RBAC (roles-based access control) management. • Participate in projects to deliver customized software distribution to bespoke hardware and devices and provide hand-off processes and procedures. • Escalation of issues to line management as required and contribute to their resolution. • Support with any training requirements resulting from technical changes within Service organisation.

• Provide known fixes or workarounds that contribute to customers being returned to service in a timely fashion. • Triage all incoming Service Requests to the Service Desk and either resolve the request or escalate them to the relevant second or third tier support team. • Maintain accurate records of customer interactions using ITG’s Service Management platform. • Accurately assess the Impact and Urgency of Service Requests and Incidents. • Contribute to Problem Management efforts by recognizing patterns amongst seemingly disparate issues. • Respond to customer requests for information by either providing documentation or by giving “how-to” instruction. • Provide first contact resolution for most customer issues around encryption support, account lockouts, account provisioning, and other common issues. • Appropriately escalate those Service Requests that cannot be resolved on the initial interaction. • Collaborate with teammates through the approved collaboration platforms (MS Teams, Jira Confluence wiki, SharePoint). • Maintain familiarity with support information in the FTS wiki (see Documentation below). • Maintain familiarity with OHSU-wide information sources such as OHSU Now, O2 (OHSU’s intranet), ITC Knowledge Community, etc. • Maintain familiarity with the roles of other teams within ITG so that incoming support requests can be escalated appropriately. • Maintain superior oral, written and aural communication skills and pro-actively build relationships, respect, and trust with customers and colleagues. • Provide follow up customer communication when necessary. • Contribute to the FTS wiki by updating and adding information where needed. • Help with testing of new ITG services and Microsoft and Apple security patches and upgrades, as appropriate.