Role Description The IT Support Analyst will provide primary technical support, onsite and remotely, to end-users on various technical issues and problems on multiple platforms including desktops, laptops, mobile devices and other peripherals. They will also perform root cause analysis, develop checklists for typical problems and recommend procedures, controls, and user training for problem prevention. The IT Support Analyst will be supporting users across the US with tier 1 and tier 2 issues. They will be responsible for responding to, documenting, and resolving service tickets in a timely manner to meet Service Level Agreement (SLA). The IT Support Analyst must have excellent communication and problem-solving skills to diagnose, evaluate and resolve complex situations, or when appropriate, escalate or route them to appropriate IT team members. This position may require independent work, sharing information and assisting others with support issues or projects. Core Responsibilities - Provide exceptional customer service in person, via phone or web conference, and email as appropriate - Resolve help desk issues including troubleshooting hardware and software issues - Perform user administration duties, using strict security protocols - Configure user applications according to documented standards - Administer e-mail accounts and lists using either Google Workspace or Office365 - Configure laptops, desktops, and mobile devices, as needed - Configure and deploy IP phones and service - Assist with basic network implementation and support across multiple sites, including firewall configuration, wi-fi access point management and switch configuration - Manage the helpdesk ticket queue to ensure that all service tickets are dealt with quickly and efficiently - Provide assistance and backup to the other members of the support team - Ensure that all critical matters are either dealt with in an efficient manner or escalated to the appropriate person as required to resolve - Document resolutions and update knowledge base - Other responsibilities, as required, to support the IT team Critical Skills & Attributes - Effective process and technical training skills - Strong problem-solving and analytical skills to identify issues and develop effective solutions - Strong written and verbal communication skills to convey technical information clearly to non-technical stakeholders - Basic hardware, operating system and web application knowledge to provide technical support Preferred Knowledge and Skills - Minimum 2 years of hands-on experience working in an end-user desktop support role or computer operations environment required - Microsoft Office and Office365 - Service Minder and Google Workspace experience preferred - Windows and Mac OS - Remote Desktop support - Chrome browser - Active Directory - Exchange and Outlook - Experience diagnosing VOIP handsets or softphones, helpful - TCP/IP, DNS and DHCP, basic understanding of switch and firewall configuration - Remote support for mobile devices - Basic understanding of AI and prompting - Understanding of anti-virus and related security products and protocols - Experience of working with a helpdesk management system, maintaining exceptional customer service levels, working in a team environment Required Experience & Qualifications - 2+ years of experience in an IT environment supporting users and processes - Strong analytical and problem-solving skills - Excellent communication and collaboration skills - Familiarity with IT frameworks and tools Company Description Empower Brands was founded in 2022 as a product of the integration of Lynx Franchising and Outdoor Living Brands. Empower encompasses ten industry-leading brands across commercial and residential services: JAN-PRO, FRSTeam, Archadeck Outdoor Living, Outdoor Lighting Perspectives (OLP), Conserva Irrigation, Koala Insulation, Wallaby Windows, Superior Fence and Rail, Bumble Roofing and Canopy Lawn Care. Empower is dedicated to providing its customers with the highest quality products and services in the commercial and home services industry while simultaneously delivering its franchise owners committed personal support, tools and empowerment to pursue their own success. Empower Brands is a portfolio company of MidOcean Partners, a leading private equity firm with an excellent track record investing in successful, growth-focused franchise businesses. For more about Empower Brands, visit the company’s new website at EmpowerFranchising.com.

Role Description Colliers Engineering & Design is seeking a skilled Technical Specialist II to join our growing Telecom team! This position requires an active Illinois SE professional license and offers the flexibility of a remote work arrangement. Responsibilities include: - Review and/or prepare structural reports and modification designs for telecommunications projects, including but not limited to: - Mount and tower analyses - Water tanks - Silos - Concealment structures - Supporting structure analyses - Review and/or preparation of reports/findings, plans, specifications, cost estimates, permits, and other contract documents, ensuring compliance with QA/QC policies and procedures. - Provide management team with technical assistance and supervision in the preparation of proposals, expressions of interest, and contracts for assigned projects. Qualifications - Bachelor’s degree in civil engineering is required; structural focus preferred. - 10+ years of related experience, minimum of 3 years performing structural engineering on telecommunication structures. - Illinois SE (Structural Engineer) licensure required. - Valid driver’s license required. - Proficient in telecom-specific 3D structural engineering software (RISA 3D, TNX Tower, etc.); experience with other structural analysis software is a plus. - Demonstrate the ability to learn, incorporate, and demonstrate new advances in technology (i.e., AutoCAD, Revit, RISA, etc.) and train junior engineers on the same. - Ability to work in a fast-paced environment while managing multiple tasks for various internal clients. - Demonstrate necessary competencies for successful execution of work duties including but not limited to: - Technical writing - Public presentation skills - Interpersonal communication - Knowledge of the political process and its impact on our work - Analytical techniques - Proper techniques for field work and supervisory skills - Ability to read, write, and understand English for purposes of comprehending written job-related communications and verbal instructions and interactions. - Requires a pre-employment drug screen. - MVR will be checked and monitored. Benefits - Company paid medical, dental, and vision coverage - Paid pregnancy disability leave - Short- and long-term disability insurance - Life insurance - Company-matched 401(k)/Roth - Paid time off that includes parental and military leave - Employee referral and professional license bonuses - Straight time policy that compensates exempt employees for billable hours worked in excess of 40 billable hours within a work week - Resources and technology needed to encourage personal and professional growth opportunities through: - Reimbursement for education - A free in-house resource for hundreds of educational and self-enrichment courses - Mentorship program - Wellness program - Women’s Organization - Ongoing philanthropic opportunities

• Hands-on Salesforce developer supporting an active implementation. • Primary focus on building and maintaining Lightning Web Components, implementing Apex-based logic when needed, and operating integrations via MuleSoft or direct REST/SOAP API connections. • Responsible for production support, troubleshooting, and enabling the implementation team to deliver secure, testable, and performant solutions. • Build, maintain, and troubleshoot Lightning Web Components (LWC); ensure accessibility, performance, reusability, and clear documentation. • Implement server-side business logic with Apex (synchronous and asynchronous patterns), ensuring bulkification and governor‑limit safety. • Integrate Salesforce with external systems via MuleSoft middleware or direct REST/SOAP APIs; own connector code, error handling, retries, and monitoring. • Configure Salesforce where appropriate (objects, fields, page layouts, flows, security), prioritizing code-first solutions when complexity or performance demands it. • Create and maintain automated tests (Apex unit tests, integration tests) and support CI/CD pipelines (SFDX, Git, automated deployments). • Troubleshoot production incidents, perform root‑cause analysis, deliver hotfixes, and document runbooks and post‑mortems. • Participate in technical design reviews, estimate implementation effort, and work with other developers on LWC/Apex/integration. • Implement observability for components and integrations (logging, alerts, dashboards).

• Taking lead on customer escalations in all regions, providing regular updates to the customer base on timelines for resolution and resolution path. • Liaising with Collibra developers, product managers, and other experts to resolve complex product issues regarding Collibra products and related third-party products. • Providing structured enablement on technical topics and new features by conducting training sessions and contributing to the knowledge-base. • Leveraging and promoting an understanding of advanced technologies, best practices and user requirements to create and recommend innovative solutions. • Participating in the on-call rotations when needed to ensure severe issues get addressed as soon as possible. • Managing/executing a diverse set of tasks as a technical leader of the Global Support organization.