• Manage the end-to-end onboarding and offboarding process for employees, including provisioning and deprovisioning of accounts, devices, and system access. • Coordinate with People Operations (Rippling) to ensure seamless new hire setup and timely offboarding execution. • Process device registration requests and ensure compliance with MDM enrollment requirements. • Oversee provisioning, configuration, and management of company laptops, with a strong emphasis on Mac and familiarity with Windows machines. • Manage global IT inventory, vendor relationships for hardware ordering, and handle shipping of new devices, repairs, and retrievals. • Deploy and manage MDM solutions (e.g., Kandji), overseeing daily tasks and ensuring endpoint compliance. • Provide troubleshooting and end-user support for tools including Google Workspace, Jira, Confluence, Slack, 1Password, and Rippling. • Handle system access requests, device access approvals, and password/2FA support. • Set up and coordinate repairs and replacements of hardware, including shipping logistics and interim solutions. • Partner with the InfoSec team to support SOC 2 and ISO 27001 audits and ensure endpoint security compliance. • Monitor laptop activity and assist with deployment and management of security tools. • Maintain comprehensive documentation of IT processes and support workflows in Confluence and Jira. • Track and report on ticket volume, resolution times, and support trends.

• Manage the end-to-end onboarding and offboarding process for employees, including provisioning and deprovisioning of accounts, devices, and system access. • Coordinate with People Operations (Rippling) to ensure seamless new hire setup and timely offboarding execution. • Process device registration requests and ensure compliance with MDM enrollment requirements. • Oversee provisioning, configuration, and management of company laptops, with a strong emphasis on Mac and familiarity with Windows machines. • Manage global IT inventory, vendor relationships for hardware ordering, and handle shipping of new devices, repairs, and retrievals. • Deploy and manage MDM solutions (e.g., Kandji), overseeing daily tasks and ensuring endpoint compliance. • Provide troubleshooting and end-user support for tools including Google Workspace, Jira, Confluence, Slack, 1Password, and Rippling. • Handle system access requests, device access approvals, and password/2FA support. • Set up and coordinate repairs and replacements of hardware, including shipping logistics and interim solutions. • Partner with the InfoSec team to support SOC 2 and ISO 27001 audits and ensure endpoint security compliance. • Monitor laptop activity and assist with deployment and management of security tools. • Maintain comprehensive documentation of IT processes and support workflows in Confluence and Jira. • Track and report on ticket volume, resolution times, and support trends.

• The Level 1 Call Center Agent will be responsible to support customers from our 24x7 call center. • This person must provide exceptional call center support. • Ticket/Issue Escalations for assigned call center • Accurately process and record call transactions using a computer and designated tracking software • Assist with last-minute coverage needs • Review customer’s information and determine the issue by evaluating and analyzing the symptoms • Deliver service and support to end-users, including via remote connection or over the Internet • Research required information using available resources • Follow standard processes and procedures • Follow up and make scheduled call backs to customers where necessary • Stay current with email, team chats, system information, changes, and updates • Follows proper escalation procedures as defined by management • Ensure customers receive prompt, accurate and courteous service

Role Description We’re seeking an IT Support Specialist – Tier 1 to deliver high-quality front-line technical support across the organization. You’ll manage Tier‑1 requests, support onboarding/offboarding, and help transition IT operations in-house. - Respond to Tier‑1 support tickets (password resets, locked accounts, computer performance, connectivity issues, etc.). - Manage new hire IT commissioning and account deactivation for departing staff. - Coordinate receipt, logging, and re‑issuance of returned equipment. - Triaging technical issues and escalating to Tier‑2 external partners only after proper documentation and troubleshooting. - Remote into user systems across multiple states to provide hands‑on support. - Build, document, and continuously improve IT support runbooks, SOPs, and knowledge base articles. - Translate troubleshooting steps into clear, repeatable documentation for internal use. - Help standardize IT processes as PCC transitions to an in-house support model. - Other relevant duties as assigned by management. Qualifications - 1–2+ years of IT support experience (help desk, service desk, or similar). - Experience with Windows, Microsoft 365, SharePoint, Intune, Teams ecosystem. - Familiar with remote support and ticketing systems. - Strong communication, documentation, and problem‑solving skills. - Highly organized, accountable, and comfortable working independently in a remote setup. Requirements - Experience with Intune or Device management. - Experience with healthcare systems or EHRs (Athena One preferred). Benefits - Impactful role in a mission‑driven organization. - Competitive salary and long‑term growth potential. - Help build a growing IT function from the ground up.