For over 35 years, Peak Technologies has been at the forefront of providing end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes. JOB SUMMARY & SCOPE Responsible for providing technical support and assistance to end-users within our organization. You will respond to inquiries, diagnose, and troubleshoot technical issues, and provide timely solutions to ensure the smooth operation of our systems and technology infrastructure. KEY ACCOUNTABILITIES - Respond to incoming support inquiries via phone, email, or ticketing system in a timely and courteous manner. - Analyze and troubleshoot technical issues reported by end-users, including hardware, software, and network problems. - Provide effective solutions to technical issues, guiding end-users through corrective steps or performing remote troubleshooting. - Escalate unresolved issues to appropriate IT personnel or vendors for further investigation and resolution. - Assist with the installation, configuration, and deployment of software applications and updates. - Document support tickets, resolutions, and procedures to build a knowledge base for future reference and training. - Provide basic training and assistance to end-users on software applications, systems, and IT best practices. - Monitor system performance and security to identify potential issues or vulnerabilities proactively. - Conduct routine maintenance tasks such as system updates, patches, and backups. - Follow established IT policies, procedures, and guidelines to ensure compliance and security. EDUCATION + EXPERIENCE + KEY TRAITS - A bachelor's degree in Computer Science, Information Technology, or related field is preferred. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) may be advantageous. - Prior experience in a technical support role or help desk environment is desirable. - Proficiency in troubleshooting hardware, software, and network issues. Familiarity with operating systems (Windows, macOS, Linux), productivity software (Microsoft Office, G Suite), and remote support tools. - Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users. - Strong customer service orientation with a focus on providing a positive support experience to end-users. - Ability to analyze problems, identify root causes, and implement effective solutions. - Ability to collaborate with team members and other IT personnel to resolve complex issues and achieve common goals. - Willingness to learn and adapt to new technologies and procedures in a fast-paced environment. TYPICAL PERFORMANCE TARGETS - SERVICE DELIVERY: Sustained, measured excellence in project & process delivery - COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement - INNOVATION: Step changed delivery in safety, quality, and/or cost LANGUAGE SKILLS - Primary language used in daily operations is English. Additional primary company languages include Spanish, French, and Dutch. - Read and interpret documents, procedure manuals and various correspondence from both internal and external. - Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization. SUPERVISION - Role does not require supervision of direct and indirect reports. DECISION MAKING + REASONING - Able to take accountability and responsibility for business target delivery and decision making. - Possess a unique blend of business and technical savvy, a big-picture vision, and the drive to make that vision a reality. WORKING RELATIONSHIPS - Internal Customer Peak Technologies, Inc. is an Equal Opportunity Employer who fully and actively supports equal access for all people regardless of Race, Color, Religion, Gender, Age, National Origin, Veteran Status, Disability, Genetic Information or Testing, Family and Medical Leave, Sexual Orientation and Gender Identity or Expression.

• Provide advanced support for enterprise-scale eDiscovery platforms, including Relativity Server (2021+) and RelOne • Support large global customers operating across multiple time zones with strict SLAs • Act as a primary point of coordination during incidents, ensuring clear communication with internal teams, vendors, and customers • Troubleshoot complex issues across distributed systems, including: - Citrix and VDI environments - Windows and Linux servers - SQL Server - Active Directory, MFA, and authentication services - Networking and cloud infrastructure (Azure) • Collaborate with Infrastructure, Development, and Data Management teams to resolve platform and performance issues • Proactively identify risks, recurring issues, and opportunities for improvement • Learn and adopt new eDiscovery technologies to enhance platform support and customer satisfaction • Create and maintain technical documentation, runbooks, and user-facing guidance • Drive issues to resolution end‑to‑end rather than relying solely on escalation

• Respond to customer inquiries via phone, chat, and email in a timely and professional manner • Provide basic technical support for software, user access, and general system navigation • Create, update, and resolve support tickets using our ticketing system • Escalate complex issues to appropriate internal teams when necessary • Document all customer interactions and troubleshooting steps accurately • Follow standard operating procedures and contribute to knowledge base updates

Lyra Technology Group is a private equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.   Tier I Technician - Lyra Technology Group Lyra Technology Group is seeking a Tier I Technician for their operating company, Pact-One Solutions, based in the Bay Area and Las Vegas, NV. As a Tier I Technician at Pact-One Solutions, you will interface directly with our clients at their dental practice locations across the Bay Area. As a key contributor, you’ll work on challenging network projects, troubleshoot client issues with cross-functional teams, and maintain cordial and professional client relationships. About Pact-One Solutions… With more than 20 years of experience, Pact-One Solutions is a rapidly expanding MSP IT firm with a focus on dental practices. Our passion is collaborating as a team to provide excellent client service through high-performing networks and enduring partnerships. "Think Team, Never Give Up, Do the Right Thing, Humble yet Hungry" are the guiding principles by which we operate. Your work as a Tier I Technician will include several components: - Drive to client sites in the Bay Area to set up workstations, troubleshoot dental software, and fix hardware. - Install, upgrade, and support Windows desktop and server operating systems. - Configure, troubleshoot, and maintain: - Windows Servers and desktops - Active Directory - Firewalls, antivirus, email, and backup systems - Provide on-site support while upholding strong, professional client relationships. - Coordinate with internal teams to resolve complex issues and implement projects. - Work from Home: When you aren't needed in the field, you’ll be supporting clients remotely from your home office. - Build Relationships: You aren't just a number here. You will get to know the doctors and office staff you support, becoming their trusted tech hero. Our ideal Tier I Technician has the following qualifications: - At least 1 year of technical experience (Retail IT/Repair experience is a great foundation!). - Strong interpersonal skills are a must. Can you explain technical issues to a Dentist or Office Manager without using jargon? - You have a valid CA Driver's License with a clean driving record. Company car and gas card will be provided for business use. - Ability to lift up to 50 lbs. You will be moving workstations, unpacking servers, and crawling under desks to get the cable management just right. - You are eager to learn. Dental IT involves specialized equipment (sensors, X-rays, practice management software)—we can teach you the tech if you bring the attitude. - Must be willing to travel to Las Vegas for a final in-person interview and be available to spend the first month of employment in Las Vegas for comprehensive training. (Hotel accommodations, transportation and food stipend will be provided.) - Great customer service skills, with an attention to detail. - Proficient communication skills. The target salary for this role is $22/hour and will operate in a remote capacity in the Bay Area. This is a full-time role with benefits and potential for overtime pay. Successful applicants for this role must be able to pass a background check and drug test, as well as valid automotive insurance and a clean driving record. If this seems like an opportunity that is appealing to you, let’s have a conversation.