• Actively manage the Tier 2 and Tier 3 network support queue within PCORI’s Zendesk ITSM platform, taking ownership of assigned incidents and service requests. • Perform comprehensive troubleshooting and root cause analysis for network-related incidents, focusing on restoration of service within SLA targets. • Provide clear, consistent, and timely communication to PCORI stakeholders and within ticket logs throughout an incident's lifecycle. • Serve as the first point of engineering escalation, resolving a majority of incidents and escalating the most complex issues to the Lead Network & Cloud Engineer. • Execute planned maintenance activities, including firmware updates, patching, and configuration changes during approved maintenance windows. • Implement standard, pre-approved configuration changes during core business hours as requested. • Support the Lead Engineer in performing semi-annual architecture and capacity reviews by gathering performance data and operational metrics. • Participate in a shared on-call rotation to provide 24/7/365 response for all Priority 1 and Priority 2 infrastructure incidents. • Maintain meticulous documentation for all actions taken within Zendesk tickets, creating a clear audit trail for every incident and request.

• Manage and coordinate critical customer escalations in a global environment • Act as the single point of contact for high-severity incidents • Collaborate with cross-functional teams to ensure timely issue resolution • Provide regular updates to customers and internal stakeholders during incidents • Track incident progress and ensure accountability across teams • Maintain incident documentation and reporting • Provide weekend or off-hours support when required

Who is STAT?   We are a technology-enabled financial operations partner, dedicated to helping retail suppliers and vendors drive value through deep expertise, ensure transaction accuracy using cutting-edge technology, and strengthen their financial operations with a white-glove approach. Our vision is to empower the world’s leading brands to elevate profitability through operational precision, innovative financial solutions, and a workplace culture that inspires our people and partners to achieve excellence. Culture at STAT STAT is a fast growing, tech enabled services company headquartered in Bentonville, Arkansas with a team that spans across the U.S. We have built a strong foundation and continue to grow with purpose, guided by our vision to empower retail suppliers and vendors through innovation and excellence. Our culture thrives on collaboration, inclusivity, and connection. We believe the best results happen when every team member feels empowered to lead, contribute, and bring their unique perspective to the table. As a remotely distributed company, we make it a priority to stay closely connected by celebrating milestones, birthdays, and big wins together no matter where we are. At STAT, you’ll find a team that works hard, has fun, and supports one another every step of the way. We’re ambitious, driven, and passionate about the work we do, but just as importantly, we’re kind, approachable, and genuinely excited to grow together.

Role Description We are looking for a Desktop Support Engineer to provide technical assistance to our clients. You will help install, upgrade, and troubleshoot hardware and software systems. If you’re computer-savvy and enjoy supporting end users, we’d like to meet you. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions. You should also be familiar with remote troubleshooting techniques. Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction. Responsibilities - Address user tickets regarding hardware, software, and networking. - Walk customers through installing applications and computer peripherals. - Ask targeted questions to diagnose problems. - Guide users with simple, step-by-step instructions. - Conduct remote troubleshooting. - Test alternative pathways until you resolve an issue. - Customize desktop applications to meet user needs. - Record technical issues and solutions in logs. - Direct unresolved issues to the next level of support personnel. - Follow up with clients to ensure their systems are functional. - Report customer feedback and potential product requests. - Help create technical documentation and manuals. Qualifications - Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role. - Hands-on experience with Windows/Linux/Mac OS environments. - Working knowledge of office automation products and computer peripherals, like printers and scanners. - Knowledge of network security practices and anti-virus programs. - Ability to perform remote troubleshooting and provide clear instructions. - Excellent problem-solving and multitasking skills. - Customer-oriented attitude. - BSc in Computer Science or relevant field.