• Efficiently respond to and resolve support tickets related to application functionality and performance. • Modify and maintain ETL pipelines and data processing scripts to ensure optimal operation. • Adjust configurations within feature flag management software to tailor client experiences. • Execute REST API requests to troubleshoot, resolve issues, and implement customer solutions. • Collaborate closely with the Senior Engineer and cross-functional teams to deliver high-quality support and effective problem resolution. • Document solutions, and best practices, and contribute to the enhancement of the knowledge base.

• Provide frontline support for both hardware and software issues via telephone or remote assistance in a timely manner • Root cause analysis for end user problems • Escalating technical support issues internally and externally with manufacturers (Microsoft, Dell) • Working remotely with OEM support teams to coordinate and complete repairs • Monitoring client IT systems Up/Down alerts • Respond within SLA to 'outage' events • Perform Windows OS patching and security updates as assigned • Create Technical Documentation and Knowledge Base articles for common troubleshooting and resolutions • Perform routine testing of systems with documentation • Conduct regular audits for system access and monitoring applications • Attend and contribute to weekly internal meetings • Set quarterly ROCKs and meet deadlines for tasks provided • Assist with monitoring security alerts and escalate as needed

Role Description This is a senior Service Desk role supporting mission-critical operations within a highly regulated healthcare environment. As the Service Desk Analyst, you will actively work the service desk queue, resolve complex issues, and serve as an escalation point for Level 2–3 incidents. In addition to core service desk responsibilities, you will also have the opportunity to contribute to AI-driven improvements and Power Platform automation initiatives that enhance IT processes and broader departmental workflows. Location - Remote Key Responsibilities - Actively manage and resolve Level 2–3 service desk tickets across North America. - Serve as an escalation point for complex, multi-layer incidents and root cause investigations. - Troubleshoot Windows 10/11, macOS, identity, network, endpoint, and enterprise application issues. - Administer Microsoft 365 (SharePoint, Teams, Exchange, OneDrive). - Manage identity systems including Active Directory, Entra ID, and Okta. - Stage, configure, image, and ship laptops and desktops for new hires, repairs, replacements, and upgrades. - Manage endpoint lifecycle and compliance using Intune and MDM solutions. - Participate in a 24/7 after-hours and weekend on-call rotation. - Identify opportunities to improve request handling, incident resolution, and knowledge base efficiency using AI. - Support development of automation and reporting solutions using Power Apps, Power Automate, Power BI, ChatGPT (OpenAI), and Microsoft Copilot. - Other duties as assigned. - Travel to PharmaLogic sites across North America (and Canada) required. Measurable Expectations - Reduce repetitive or manual service desk tickets through automation initiatives within the first 12 months. - Improve knowledge base quality, structure, and usability. - Maintain high customer satisfaction while independently managing complex issues. - Demonstrate ownership of at least one measurable service improvement initiative within first year. Qualifications - Minimum 7 years of progressive enterprise IT Service Desk or End-User Computing experience. - Demonstrated Level 2–3 troubleshooting expertise in complex environments. - Strong Microsoft 365 and SharePoint administration experience. - Hands-on experience with Intune and endpoint lifecycle management. - Experience with Active Directory, Entra ID, and Okta. - Experience building or supporting Power Apps, Power Automate, and Power BI solutions. - Practical exposure to enterprise AI platforms such as ChatGPT (OpenAI) and Microsoft Copilot. - Ability to communicate technical and AI concepts clearly to non-technical stakeholders. - Strong time management skills and ability to work independently. Benefits - 401(k) retirement benefit program - Medical - Dental care - Disability insurance - Employee assistance program - Life insurance - Paid time off - Vision care

Are you a hard-working security engineer who enjoys ensuring that technology and integrations are working in tip-top condition? Do you love setting up new services and ensuring customers are protected, secured, and advised? That's exactly what we do here at Expel. As an Associate Technical Support Engineer, it is your responsibility to ensure that the integration between our customers and Expel's technology is working well. This includes assisting our customers to integrate with Expel and ensuring that our existing customers are getting the most out of our services. You'll work with multiple teams from Sales to Development. And, of course, you will spend time supporting our customers. We pride ourselves on our simple and fast onboarding process. This can only happen when we work as a team. You will be counted on to build positive relationships, and to learn not only the intricate details of our solution, but our customers' environments and technologies. Using a variety of modern tools and technology, you will analyze, tackle and investigate device integration issues. In addition to bringing technical expertise to the role, you will have the opportunity to learn and research multiple technologies to support our customers. This will vary from on-prem firewalls to the latest cloud based SIEMs and SaaS applications. Experience with these tools are a huge advantage, however not required! Does this sound like you? If yes, then we'd love to talk with you. We're looking for someone who is passionate about helping customers maintain a tip-top environment while ensuring that together, we detect the bad stuff. We have an amazing team and believe you'll love getting to know us. What Expel can do for you - Provide a platform to take charge of key processes and showcase your capabilities. - Empower you to craft and refine the methodologies you implement. - Ensure your contributions are integral to our business strategy. - Connect you with industry experts across the security domain. - Offer a dynamic, transparent, and engaging work environment. - Challenge you to contribute to our evolving security landscape. What you can do for Expel - Monitor, troubleshoot and fix technology integration issues - Ensure all customer support activities are built, supervised and resolved in the Expel ticketing system - Provide guidance, mentorship and oversight in delivering our services to customers - Identify and drive improvements to our processes and technology - Work to constantly refine the enrichment and accuracy of our health monitoring systems - Offer your expertise and step in to help when customers and analysts need additional support - Support our Solution Architects and Engagement Managers to ensure we are taking care of our customers with high levels of care and quality What you should bring with you - 1+ years of professional experience in a related field. - Basic knowledge of security detection and response tools. - Strong organizational, prioritization, and time management skills. - Ability to understand and design various evaluation & measurement techniques. - Familiarity with network architecture and security infrastructure. - Basic understanding of Windows & Linux operating systems and command line tools. - Introductory knowledge of SIEM technologies and query languages. - Foundational understanding of networking principles, TCP/IP, and core protocols. - Experience in network and security technologies is a plus. - Some experience in software development or scripting is advantageous. Additional Information The base salary range for this role is between $65,300 and $94,700 + bonus eligibility and equity. We believe in paying transparently and equitably. Your salary will ultimately be based on factors such as your experience, skills, team equity, and market data. You’ll also be eligible for unlimited PTO (which we model and encourage), work location flexibility, up to 24 weeks of parental leave, and really excellent health benefits. This position requires candidates to be based on the East Coast of the United States. We’re only hiring those authorized to work in the United States (PST preferred). We do not currently sponsor immigration visas. We’re an Equal Opportunity Employer: You’ll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, age, or on the basis of disability. #LI-Remote Salary Range $65,300—$94,700 USD