About the role At Thatch, technology isn't just what we build—it's how we work. As our IT Support Administrator, you'll be the go-to expert who keeps our teams productive, secure, and equipped to do their best work. This role offers the opportunity to work with modern tools in a Mac-first environment, where you'll have the autonomy to automate processes, improve systems, and directly impact how our entire company operates. If you're someone who thrives on solving technical challenges, values security best practices, and wants to work in a fast-growing healthcare technology company where your contributions are immediately visible, this role is for you. What you'll do - Provide expert support for our technology stack including Macs, iOS, Android, Rippling MDM/SSO, 1Password, Google Workspace, Microsoft Office, Slack, Zoom, Linear, and Notion - Own the complete employee lifecycle experience from onboarding through offboarding, managing access control, hardware provisioning, and ensuring audit-ready documentation - Build and maintain a comprehensive knowledge base that empowers employees to solve common issues independently - Identify opportunities to automate repetitive IT tasks, improving efficiency and reducing manual overhead - Partner with the IT Lead and cross-functional teams to support company-wide initiatives and maintain our security posture Background we're looking for - 3-5 years of hands-on IT support experience in a corporate environment - Certification in Network+, Security+, JAMF, Bettercloud, Okta, or comparable credentials - Deep understanding of SSO, 2FA, passkeys, and password management systems - Strong knowledge of security principles and best practices with proven ability to implement them - Excellent follow-through and organizational skills—you never let tasks fall through the cracks Experience we’d be particularly excited about - Self-motivated individuals who can work independently with minimal supervision and take ownership of projects from start to finish - Quick learners who can master new technologies with minimal guidance - Patient communicators with flexible, inclusive interpersonal skills who genuinely enjoy helping others - Problem-solvers who are resilient in learning from mistakes and view technical challenges as opportunities - People who thrive in fast-paced environments and can adapt quickly to changing priorities What to expect We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly. Here's what to expect: - 25 minute phone screen to talk through your background and interest in Thatch - 30 minute Zoom meeting with the hiring manager to dive deeper into your experience and the role - 30 minute Zoom meeting to meet 3 members of the team - 30 minute Zoom meeting with our founders to discuss your approach to culture and our operating principles Estimated Compensation Range $90,000—$115,000 USD About Thatch We’re a fully distributed early stage company using technology to change the way America does healthcare. We’re a happy, friendly, high-velocity team. You can read more on Thatch here.

• Handle and resolve incoming IT support tickets, maintaining 100% response and completion rates on a weekly basis • Achieve an average response time of ≤ 1 business hour and average resolution time of ≤ 8 business hours • Ensure 100% of tickets are resolved within 24 hours where applicable • Track, monitor, and report on weekly ticket volume and service performance metrics • Prepare, configure, and deploy CAS devices in accordance with project and client specifications • Ensure 100% on-time deployment on a monthly basis • Maintain accurate records of all deployments, configurations, and device inventory • Troubleshoot and resolve device-related issues pre- and post-deployment • Represent the IT department professionally in client-facing meetings • Communicate technical information clearly and concisely to non-technical stakeholders • Gather client requirements and translate them into actionable IT tasks • Maintain a positive client experience — targeting zero negative reviews from staffer surveys on a monthly basis • Maintain organized, consistent, and complete documentation so any team member can follow your trail quickly • Develop and improve SOPs, checklists, and workflows to streamline recurring IT tasks • Identify recurring issues and recommend proactive solutions to reduce ticket volume over time

Job Description: We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what’s possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what’s next to power infinite possibilities for our customers, colleagues and society at large. About the Role: The zyBooks Customer Technical Support Representative is responsible for assisting zyBooks’ student and instructor users via email through an email client called Zendesk. The role consists of troubleshooting issues that users describe and answering questions about the zyBooks application/content and how to use it. Job Responsibilities: · Reviewing student/instructor feedback on zyBooks content and determining the validity of said feedback. · Assisting users with managing accounts. Ie. merging accounts, transferring subscriptions, resetting passwords etc. · Escalating issues to internal teams and managing/overseeing their progress while sharing updates with student/instructor customers. · Assisting the zyBooks Bookstore and Creation team with simple tasks during their busy periods such as generating zyBooks and generating access keys. · Providing feedback on internal processes and making suggestions for improvements. · Keeping track of common trends and sharing any findings with the team. Required Qualifications: - Sophomore or Junior pursuing a degree in CS/CE/IT/Engr/Math at a 4-year or 2-year college/university. - Proficiency in the fundamentals that would be taught in an intro level class for said degree. For ex, if pursuing CS, basic knowledge of loops/branches/functions in either C, C++, Python, or Java. - Strong attention to detail. - Strong written communication skills. - Available to work off hours such as evenings/weekends. - Access to a laptop or computer. Preferred Qualifications: - Has used a zyBooks before as a student. - Beginner skills in Matlab. - Beginner skills in mySQL (Databases). - Beginner skills in Web Programming (HTML/CSS/Javascript). - Desire to stick with the job for longer than one year. We power infinite possibilities. For more than 200 years, we've transformed knowledge into discoveries that shape the world. Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing—creating impact that reaches everywhere. We're not just observers of progress. We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives. Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything. Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance. We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers, and learning champions all while striving to support the health and well-being of all employees. We offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow. We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles either in the United Kingdom, Canada or USA. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. When applying, please attach your resume/CV to be considered. Salary Range: 15 USD to 22 USD#LI-MS1 Job Posting Title: Customer Technical Support Representative - Part Time Location: Remote, VA, USA

ESSENTIAL DUTIES AND RESPONSIBILITIES: - Efficiently assign, schedule, and escalate service tickets company-wide. - Provide front line customer service via incoming calls - Drive excellent customer service by providing detail oriented oversight of ticket communications and scheduling. - Build working inner-company partnerships to ensure a successful cross-department service delivery model. - Demonstrate basic technical expertise for efficient ticket assignment. - Contribute to the TBU strategic and tactical business model. - Other duties as assigned EDUCATION, TRAINING, AND EXPERIENCE: - 4 + years of customer service experience - 2 + year of dispatching experience Preferred - Associates degree or appropriate certifications and 1 year of professional experience in an IT or Telecommunications related field REQUIRED SKILLS: - Interpersonal skills to establish and maintain effective relationships with customers, employees, superiors and business contacts in a professional, timely and courteous manner. - Good written and oral communication skills - Effective analytical and problem-solving skills - Ability to perform a variety of tasks, often changing assignments on short notice - High level knowledge of a wide variety of technologies WORKING CONDITIONS AND PHYSICAL REQUIREMENTS: - Indoor work primarily in the company office environment - Frequent utilization of manual dexterity and visualizing of computer screen - Occasional bending, carrying, squatting, twisting and lifting up to 60 pounds independently - Occasional travel by vehicle and air, with some overnights