Role Description The role of Help Desk Technician is responsible for providing technical support to Mainstream Fiber Internet customers. HD Techs are responsible for tasks assigned by the Company in connection with service order and installation activation for residential customers. These tasks may include, but not be limited to, installation, maintenance and repair of voice, data, and/or service either remotely or at the customer premise. - Works on assignments that are moderately complex in nature where judgement is used to resolve problems and make routine recommendations. - Monitors and notifies management when similar frequent issues occur so that appropriate action can be taken. - Work will generally be full time in an office setting, although overtime may be required, along with site visits to customer locations as needed. - May be required to perform additional duties and tasks as required by the Company. - Respond to requests for assistance by phone, email, and system alerts/tickets. - Create, update, and provide follow up for tickets created in Mainstream’s customer relationship management portal. - Logs customer problems and tracks calls through resolution. - Escalate details of issues to NOC support if required. - Ensure timely escalation of customer problems by assigning priority and resolution. - Follow established documented procedures, and identify potential improvements. - Provide triage and support for network and circuit outages. - Perform additional tasks as assigned. Qualifications - High School Diploma or equivalent education, required. - Experience in troubleshooting basic networking related issues: including routing, switching, firewalls, and DHCP. - Exposure to VOIP phones and knowledge of basic function. - Ability to identify and distinguish audible tones/levels and colors. - Ability to communicate naturally and pleasantly over the telephone. - Requires alertness and attention to detail with ability to work under stress. Requirements - Associates or Bachelors’ degree in related field, preferred. - Network+ Certified, preferred. Additional Notes - Position is remote-based, following necessary in office training. - Please note the Help Desk at Mainstream is NOT a traditional PC Help Desk. There is no computer troubleshooting required, past knowing how to run speed tests, verifying the end user equipment is receiving an IP address, and other basic network checks. - Mainstream Fiber Networks reserves the right to modify, interpret, or apply this job description in any way the organization desires. - This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. - This job description is not an employment contract, implied or otherwise.

Role Description Support Technicians help our clients manage their technology, support their employees, and respond to day-to-day support needs. Working in the Dedicated IT Service Desk provides an experience of learning and managing systems of all shapes and sizes across the healthcare industry. Employees can expect to be equipped with modern hardware, tools that automate the ability to deliver an amazing experience, and systems that level up skills and experience. Support Technician II’s are customer-oriented individuals that provide technical support to users efficiently and accurately. They primarily focus on fielding all incoming calls and assisting with e-mailed tickets as needed, as well as assisting and mentoring ST1. Support Technician II's are considered DIT’s core technical team that support a large variety of clients, solving their technical problems through creative problem solving. We Are Looking for Candidates That Embody Our Core Values: - Collaborate: Leave your ego at the door. None of us is as smart as all of us. Collaboration propels us toward our common goals in a way that benefits the company, its people, and its clients. - Own: Take extreme ownership of your role and establish yourself as the go-to person in your position. Go above and beyond to deliver the right results: when you think sending an email is enough, pick up the phone and CALL. - Dedicated: Model dedication, reliability, and responsibility. Rise to challenges, follow through, improve interpersonal experiences with clients, partners, and colleagues. Position yourself to be the most dedicated on your team every day. - Empathize: See things from different angles and place yourself in others' shoes. Display genuine interest in, care and concern for our clients, partners, and colleagues in every interaction. Observe with the intent to learn and actively listen with the intent to truly hear. Functions of Support Technician - Level 2 - Handle support tickets and work to resolve client issues within SLA times - Work with team, Service Delivery Manager, and Team Lead to provide top quality service - Work on a variety of basic to complex issues requested by end users - Create tickets, document detailed notes, and accurately track time - Update technical documentation in system - Own and work email tickets when not answering calls or when requested - Escalate requests or tickets to Team Lead with detailed notes of attempted remediations and recommended solutions - Train/Mentor and Assist Support Technician I's - Identify possible Major Incidents and notify Team Lead/Service Delivery Manager immediately - Find alternative workarounds to problems when established procedures fail - Train users in supported software & hardware - Assist clients with the installation of business line software and related services for infrastructure or end-user - Vendor management for client related support ticket resolution - Ensuring all cases are followed up on in a timely manner - Provide timely updates to clients - Assist in training new employees Technical Skills Required - Ability to solve problems without specific instructional guidance - Observe daily activities to learn overall IT Infrastructure, methods, and industry standards - Assist clients with the installation of business line software and related services - Train users in supported software & hardware - Work with vendor support contacts to resolve technical problems with Equipment & software - Ability to explain technical information in simple terms - Intermediate to advanced experience supporting/troubleshooting: - Workstation hardware - Windows/Mac OS - Mobile devices - MFA - Desk phones and headsets - Printers/Scanners - SharePoint/OneDrive/365 - Active Directory - DNS/DHCP - NTFS/File permissions - Firewall/VPN - Network Infrastructure including R&S and APs/WAPs - Understanding of support tools, techniques, and technology used to provide client services - Typing skills to ensure quick and accurate entry of service ticket details (50 WPM) - Technical Writing and Documenting Education/Experience Qualifications - High School Diploma/GED required. - Certifications: CompTIA A+, Network+, Security+, Cisco, Microsoft Certifications – multiple preferred + relevant experience - At least 2-3 years in a previous help desk or relevant advanced role, required. - Prior MSP experience required - Prior Healthcare IT experience preferred - ConnectWise experience preferred - Experience supporting medical clients, EMR, and HIPAA understanding preferred

Role Description Love146 seeks a dedicated technology professional to advise, support, and manage projects on an as-needed basis. This role will include regular collaboration with the Love146 Tech Manager to identify and address gaps in our existing technological structures and to manage implementations and tasks that fall outside of our existing capacity. Project Deliverables - Collaborative Assessment & Strategic Alignment - Partner with the Tech Manager to understand current systems, constraints, and organizational priorities. - Help identify and prioritize opportunities surfaced through internal assessments (e.g., gaps in capacity, inefficiencies, or system limitations). - Contribute to shaping a right-sized, sustainable technology roadmap that aligns with Love146’s mission and operational realities. - Offer perspective on emerging tools and trends (including AI) with an emphasis on practical, mission-aligned application. - Strengthening Data Systems & Practices - Advise and support improvements to core data systems (including Salesforce and related tools) to increase reliability, clarity, and usability. - Contribute to building sustainable data practices that reduce reliance on ad hoc workarounds. - In the event of systems migration, ensure data integrity and continuity throughout any transitions. - Document decisions and processes to support ongoing internal ownership. - Build with sustainability in mind, ensuring solutions are maintainable within existing or realistic future capacity. - AI & Automation Exploration (Thoughtful and Responsible) - Partner with the COO and Tech Manager to explore where AI and automation could meaningfully support the work (without adding unnecessary complexity). - Pilot practical use cases that improve efficiency, insight, or staff capacity. - Support gradual, well-supported adoption rather than rapid or disruptive implementation. - Project-Based Implementation & Shared Ownership - Take on clearly scoped projects as needed, from planning through execution. - Work in partnership with internal stakeholders, valuing their context and experience. - Communicate clearly about progress, tradeoffs, and constraints. - Remain flexible and responsive as priorities evolve. Qualifications - Salesforce Developer certification or equivalent experience with comparable platform(s). - Google Workspace administration experience. - Knowledge of current cybersecurity trends and best practices. - Knowledge of AI and other emerging technologies. Project Timeline - Anticipated June 2026 start, with ongoing needs-based project work. Project Budget - Hourly Range: $125-$175. - Blended Team Hourly Rate(s): $150-$225. Proposal Submission Instructions & Deadline Submit a proposal for the scope of work above and a resume. Love146 Contact tech@love146.org

• Provide day-to-day technical support for laptops, mobile devices, and peripherals • Diagnose and resolve hardware, software, and network issues in a timely manner • Install, configure, and maintain operating systems, applications, and security tools • Manage user accounts, permissions, and access controls (e.g., Active Directory, email systems) • Support onboarding and offboarding processes (device setup, access provisioning/deprovisioning) • Monitor and respond to helpdesk tickets, ensuring SLA adherence • Maintain IT asset inventory and documentation • Assist in network administration tasks (LAN/Wi-Fi connectivity, VPN support) • Support cybersecurity practices (patching, antivirus, awareness, incident reporting) • Provide user training and guidance on IT tools and best practices • Troubleshot IT technical issues and resolve them in a courteous, professional, and timely manner in person or via email, telephone, and/or other electronic media. • Completes setup and configuration of company laptops and desktops and t - Other duties as assigned by the CISO.