• Provide telephone and email support to Veterans during scheduled Help Desk hours • Assist Veterans to understand the purpose of the survey, navigate survey materials, and complete the survey • Communicate clearly and consistently using VA-approved Help Desk scripts • Accurately log all contacts, dispositions, and resolutions in accordance with quality control • Recognize indicators of emotional distress and apply the VHA-approved Distressed Veteran Process • Complete all required initial and refresher training

• Coordinates daily and weekly Help Desk staffing schedules to ensure adequate coverage during operating hours and surge periods • Provides coverage for Help Desk staff, when needed, to cover unexpected gaps and to support call volume for timely support • Monitors call volume and operational demands, communicating staffing needs, risks, and opportunities for improvement with the Project Manager • Works closely with the Project Manager to support initial and just-in-time Help Desk training, ensuring staff fully understand workflows, scripts, and protocols • Supports Help Desk staff in responding to distressed Veteran interactions and ensures proper application of the tiered distress protocol • Monitors Help Desk performance for consistency, professionalism, and adherence to protocols.

The Senior (Sr.) IT Systems Specialist is a hands-on position responsible for ensuring the reliability, security, and compliant operation of IT systems in a regulated Life Sciences environment. This position provides day-to-day administration of infrastructure, network and end-user systems while delivering responsive, service-oriented technical support to employees across the organization. In addition to broad operational IT capability, this role is intended to bring greater depth of experience in supporting technology within a regulated GxP life sciences environment. The Sr. IT Systems Specialist will help ensure that IT systems remain secure, compliant, and audit-ready, with particular focus on validated systems, electronic records and signatures, data integrity, and applicable requirements such as 21 CFR Part 11. The role combines strong technical expertise with an understanding of IT compliance and data integrity requirements in regulated environments. The Sr. IT Systems Specialist works to maintain systems in a validated state, supports internal and external audits and ensures IT processes align with applicable regulatory and internal control requirements. This position also serves as a key operational resource within the IT function and provides backup support to the IT Manager to help maintain a stable, secure, and audit-ready technology environment. Duties and Responsibilities (include but not limited to): IT Operations & Network Support - Provide support for the SAB network, assisting with configuration, monitoring, and troubleshooting of IT systems. - Administer Mac/OS, Windows, Android and iOS, MDM. - Maintenance and configuration of 0365 Tennent - Ensure all systems, and applications are up to date, patched and secure. - Maintenance of Active Directory and Entra user accounts and security settings - Maintain up-to-date network diagrams and documentation to support regulatory reviews. - Network administration, assisting with configuration, monitoring, and troubleshooting of IT systems. Compliance and Validation: - Collaborate with QA/RA teams to align IT processes with quality and compliance requirements. - Perform system validation and periodic reviews. - IT Lead for internal and external audits by providing IT compliance evidence and addressing findings. - Act as system administrator for user access controls to all systems including GxP validated and financial systems. - Understanding of GMP, GAMP, FDA (21 CFR Part 11), and other applicable Life Sciences regulations is a plus. System & Data Integrity: - Enforce SOPs, standards, and guidelines to ensure compliant management of electronic records and signatures. - Monitor and remediate issues affecting data traceability or regulatory compliance. - Collaborate with QA/RA teams to ensure IT systems align with quality and compliance needs. IT Security: - Create, implement and enforce IT security standards and best practices on all servers, laptops, and desktop computers. - Configure, support and maintain IT security tools including Arctic Wolf, ThreatLocker and Microsoft Defender. Change Management & Risk Mitigation: - Administer IT change management processes to ensure that changes to validated systems are properly assessed, documented, and approved. - Conduct post-implementation reviews to confirm continued compliance and validated state. Documentation, Audit & Regulatory Engagement: - Maintain IT compliance documentation. - Participate in internal and external audits, including FDA and SOX-related reviews, ensuring IT compliance posture is well-documented - Lead IT effort through cross-functional collaboration to ensure internal controls structure and compliance requirements are achieved and maintained. Business Continuity and Disaster Recovery: - Develop, test, implement and ensure ongoing readiness of Business Continuity and Disaster Recovery (BCDR) plans. - Ensure recovery processes align with compliance requirements and maintain validated system states post-recovery. Supervisory Responsibilities: This position does not have supervisory responsibilities. Education, Experience and Certifications: - Bachelor’s degree in Information Technology, Computer Science, Life Sciences, or a related field (preferred). - 4+ years of progressively responsible experience in IT compliance within a regulated industry (Life Sciences, Pharma, Biotech, or Medical Devices). - Demonstrated experience with validated systems, electronic records/e-signatures, and compliant change control processes preferred. - Hands-on experience with audits (internal, external, and regulatory). - Familiarity with SOX, NIST, and other IT control frameworks is a plus. - Experience with IT infrastructure, including Entra ID, Active Directory, MS365, switches, firewalls, and remote support tools. - Zoho ManageEngine ADAuditPlus and M365 Manager Plus - Strong understanding of compliance in validated systems and electronic data integrity. - Strong troubleshooting, analytical, and problem-solving skills. - Excellent written and verbal communication skills. - Ability to manage multiple priorities in a regulated environment while maintaining attention to detail. Physical Demands: While performing the duties of this job, the employee is regularly required to walk, stand and sit. The employee must regularly lift and/or up to 10 pounds and occasionally lift and/or move up to 40 pounds. Working Environment/Travel: Role can be office based or remote. Must hold a valid driver’s license and have reliable transportation for travel between company locations. This role requires regular travel between SAB’s South Dakota locations and may require occasional travel to SAB’s Miami Beach, FL location. ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. SAB BIO is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. SAB BIO is committed to the principle of equal employment opportunity for all employees and does not discriminate based on race, religion, color, sex, gender identify, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other legally protected status. EOE/AA/Vets #GXP #ITSpecialist #21CFRPart11

• Providing remote telephone and email-based IT operational support services to the organization. • Owning, tracking, troubleshooting and resolving IT incidents and service requests. • Fulfilling requests and resolving incidents daily to ensure service-related issues are identified and resolved within established Service Level Agreements (SLAs). • Establishing and maintaining communication with technology customers to keep them updated with status of their requests. • Proactively escalating any issues that cannot be resolved within the established timeframes.