• Investigate, troubleshoot, and resolve complex technical issues related to our software products, diving deep into the code when necessary. • Collaborate with the Tier 1 support team to address escalated support tickets, providing expert guidance and assistance. • Document customer interactions and resolutions in our Zendesk ticketing system, maintain accurate records, and ensure proper follow-up. • Work closely with the development team to identify, report, and resolve software bugs. • Contribute to creating and maintaining knowledge base articles, technical documentation, and other support resources. • Participate in ongoing training to stay current with product updates, new features, and industry trends. • Provide feedback and recommendations to improve product functionality, usability, and performance.

• Maintain a reliable, high-speed internet connection • Handle Tech Support requests filed by clinicians or patients from end to end • Manage and organize various project tools (e.g., GitLab, AzureDevOps, spreadsheets, bug trackers, documents) • Conduct Tech Calls for non-tech-savvy patients (mainly older adults) in the USA • Guide patients through Android tablet usage and confirm settings through Samsung Knox • Work with RPM devices to ensure they are connected and transmitting accurate data • Collaborate with Engineering Team and Program Managers to escalate and resolve issues • Assist clinicians and company support staff with technical issues • Run queries and check analytics using Azure’s CosmosDB or Device Analytics • Become extremely familiar with our proprietary app, tablets, RPM devices, and backend systems. • Support clinical team with equipment setup and checking applied security policies • Present and take notes on Technical meetings, specifically on issues encountered and plans to resolve them.

DEPARTMENT OF ECONOMIC SECURITY Your Partner For A Stronger Arizona. DES works with families, community organizations, advocates and state and federal partners to realize our collective vision: A thriving Arizona. DES serves more than 3 million Arizonans. Our Mission is to strengthen individuals, families, and communities for a better quality of life. PC TECHNICIAN Job Location: Division of Technology Services (DTS) 1789 West Jefferson Street, Phoenix, Arizona 85007 Posting Details: Salary: $40,495 - $56,453 Grade: 20 Closing Date: Open Until Filled Job Summary: Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strengthen individuals, families, and communities for a better quality of life. DES is looking for individuals who are committed to service, community, and teamwork. To learn more about DES please visit des.az.gov; or click on the link here to view ‘Our DES’ video. Come Join the DES Team! DES is seeking an experienced and highly motivated individual to join our team as a PC Technician. This position is to support and maintain in-house computer systems, desktops, and peripherals, utilizing both remote and on-site support. This includes the imaging, installation, configuration, connectivity, diagnose/troubleshoot, repair, maintenance, upgrading, relocation of, and tracking of, while ensuring optimal system performance. Responsible for ticket queue monitoring, respond to and update ticketing system incidents and requests timely and accurately. Update of technical documentation, and maintenance of knowledge base, providing end user support and assistance where needed. Work with the programs to meet the division support needs and initiatives. The Desktop and LAN Support Team provides services to all DES offices statewide. Statewide responsibilities include travel, overtime and overnight stays may be required. Job Duties: Essential Duties and Responsibilities include but are not limited to: - PC Setup; image, install and deploy new or re-purposed PC hardware and peripherals agency wide with accuracy and in a timely fashion. Work on multiple assigned service requests simultaneously while managing priorities and work load. Move or relocate equipment for moves, tenant improvements, building issues or other emergencies. - PC Repair; process and complete service requests utilizing both remote and on-site support, that pertain to troubleshooting DES computers, devices and peripherals throughout the state. Work within RMA guidelines to make corrective actions within established intervals. - PC Maintenance; maintains users computer equipment to ensure it has the latest patches and antivirus software in a timely manner. Install, configure, maintain and asset management tracking systems. Install security patches, service packs, update OS and applications with latest software versions. Re-image systems after each user and as needed. - PC Evaluation; evaluate new hardware and software products on test environments before distributing or recommending changes in agency automation standards. Test deployment packages within controlled settings prior to general release or availability. - Inventory Control; responsible for warehouse inventory maintenance and reconciliation. Receiving and accepting into inventory computer devices (PCs, peripherals, printers, etc) as well as participating in the imaging production and deployment process. - Mobile Devices; maintain and update end-user mobile devices as needed, including but not limited to Smartphones, Tablet PCs, etc. Protect hardware and coach end-users in proper agency Security and Responsible use policies. - Documentation; prepare documents, for software and hardware related to PC Support. The PC Tech will compose the documents in a logical format using Microsoft office products. They often are required to find graphics, pictures, or illustrations to go along with the documentation. They will also be required to update documentation from time to time. Ticket queue monitoring and timely update of ticketing system. Knowledge, Skills & Abilities (KSAs): Knowledge of: - General knowledge and understand the principles, capabilities, and operation of networked devices such as servers, PC's, network and communications devices such as workstations and network interface cards - Desktop management and monitoring of application management, physical and software security solutions, virus protection, software distribution, and general version control - Current and supported Operating Systems and Applications, including but not limited to Windows 10, Windows RT, MS Office Professional, O365 and network protocols TCP/IP - Virtual Machines and Virtual Computing - General knowledge of vendor technologies, in-house developed applications and client computing hardware Skills In: - Understanding the complicated integration of hardware and software components to effectively analyze, evaluate and draw logical conclusions and solve complex PC related problems - Effective interpersonal and communication skills, and be capable of planning, organizing and coordinating complex technical activities Ability to: - Analyze system hardware and software problems and provide information to resolve the problem - Understand the inter-workings of personal computer hardware and software - Communicate with technical and non-technical staff - Continually learn an ever-changing environment Selective Preference(s): This ideal candidate for this position will have: - MCP/MCSE desired - Experience with Current/Support Operating Systems including, but not limited to Windows 10 - Virtual environment - Experience also desired - A+ Certification Preferred Pre-Employment Requirements: - In-state travel is required. Driver’s License Requirements. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11). - Employee shall obtain and maintain a valid Level One fingerprint clearance card that meets DES requirements for a Level One card pursuant to Arizona Revised Statute 41-1969. - Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions. - All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify). - The incumbent in this position will lift/carry, push/pull up to 31-40 pounds, therefore a physical exam will be required and job offer is contingent of a successful medical exam. - Associate’s degree plus 1 – 3 years of experience in desktop support (or equivalent experience) Benefits: The Arizona Department of Economic Security offers a comprehensive benefits package to include: - Affordable medical, dental, life, and short-term disability insurance plans - Participation in the Arizona State Retirement System (ASRS) and long-term disability plans - 10 paid holidays per year - Vacation time accrued at 4.00 hours bi-weekly for the first 3 years - Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program). - Sick time accrued at 3.70 hours bi-weekly - Deferred compensation plan - Wellness plans - Tuition Reimbursement - Stipend Opportunities - Infant at Work Program - Rideshare and Public Transit Subsidy - Career Advancement & Employee Development Opportunities Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page Retirement: State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments. On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates. Contact Us: For questions about this career opportunity, please contact us at OODHRstaffing@azdes.gov. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 520-235-3174 or OODHRStaffing@azdes.gov. Requests should be made as early as possible to allow sufficient time to arrange the accommodation.

• Lead Strategic Roadmap Planning: Partner with the Technical Support senior leadership team to drive the development of quarterly roadmaps and prioritization planning for the technical support organization. • Optimize Support Delivery Process: Own the technical lifecycle of the global support stack, including oversight of Workforce Management and Quality Assurance tools. You will lead the design of scoring rubrics and staffing logic to maintain service level targets across global time zones. • Drive Demand and Capacity Planning: Build the support capacity models used for long-term headcount planning. You will use historical volume data and growth projections to predict future support demand and determine the optimal staffing requirements to meet business needs. • Manage Routing and Tiering Logic: Manage the technical rules, definitions, and workflows that dictate how cases are segmented and routed. You will ensure that technical issues reach the correct internal tiers immediately to minimize resolution time and customer effort. • Operationalize Support-to-Success Handoffs: Design and manage the workflows that pass account risks, expansion opportunities or training gaps identified in support tickets to the appropriate Sales or Customer Success teams. You will ensure these handoffs are automated and trackable. • Automate Premium Entitlements: Manage the technical integration of appointment scheduling systems for premium offerings. You will define the logic that verifies a customer’s entitlement in Salesforce before allowing access to specialized support sessions. • Establish Product Feedback Loops: Partner with Product and Engineering to formalize the process for surfacing the voice of the customer sentiment, technical friction points and common product issues. You will provide the data-driven insights needed to influence the product roadmap and reduce support volume at the source.