• Answer incoming calls/emails from customers to provide basic help desk support and troubleshoot user problems. • Provide professional customer service and timely resolution or escalation of issues. • Perform user data corrections and respond to questions. • Assist users with moving their accounts between locations, updating contact information and setting up alerts on multiple devices. • Send more complicated user issues to appropriate hierarchy for troubleshooting. • Learn fundamental operations of commonly used software, hardware and other equipment. • Accurately log all service requests and document resolutions using call tracking software. • Educate end users on appropriate system use and share technology best practices. • Exercise patience and professionalism during stressful situations.

• Take ownership of the end-to-end employee technology lifecycle — onboarding, offboarding, device provisioning, account setup, and access management — building a process that's seamless, secure, and scalable for a growing team. • Manage Scribe's device fleet, including laptop procurement, imaging, configuration, deployment, and returns, using Apple MDM tooling and Kandji to keep all endpoints enrolled, configured, and compliant. • Own day-to-day administration of access management, including user provisioning/deprovisioning, SSO app management (Okta), MFA configuration, and periodic access reviews. • Serve as the primary point of contact for internal IT support, troubleshooting hardware, software, and connectivity issues for both remote and in-office employees with speed and empathy. • Own SaaS tool administration across Scribe's technology stack — managing licenses, tracking usage, evaluating new tools, and ensuring cost-efficiency and compliance. • Partner with the Information Security team to maintain and strengthen security controls, including device encryption, patching, endpoint protection, and user access governance. • Support SOC 2 compliance efforts by maintaining internal IT controls, documenting security practices, and collaborating on audit readiness. • Manage relationships with outsourced providers for office infrastructure, including physical network (e.g. WAN/WLAN, IDF/MDF, VLAN), AV systems, badge access, and related vendor coordination.

• Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support. • Acts as representative of technical services to its customers. Initiates, escalates or resolves problem tickets and/ or service requests. • Troubleshoots and resolves technical problems, escalates to support resources. • Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations. • Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s). • Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner. • Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources. • Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers. • Must be able to provide clear, concise, information through written and verbal communications. • Provides comprehensive help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support. • Conducts problem determination for incidents/ problems involving medium to moderately high complexity using documented procedures and available tools. • Using appropriate tools, escalates and coordinates problems to internal IT partners and external vendors. • Take part in mentoring process. • Comprehensive knowledge of all site standard equipment and facilities. • Advanced knowledge of non-standard but commonly used products including escalation procedures. • Is able to partner with internal IT operations and external vendors to solve technical problems

• Perform end–to–end configuration across at least three Oracle HCM Cloud modules (Core HR, Absence, Payroll, Compensation, Talent, ORC, Time & Labor, Benefits, etc.) • Build, validate, and optimize configuration workbooks; plan setup tasks; and ensure migration readiness • Execute detailed hands–on configuration including legislative setups, element definitions, time rules, formulas, payroll flows, approvals, and flex fields • Conduct requirements workshops and translate business needs into accurate, scalable Oracle HCM configurations • Lead configuration activities across prototyping, solution build, SIT, UAT, and production deployment • Develop and troubleshoot complex Fast Formulas across Absence, Payroll, Compensation, Eligibility, and custom calculations • Work with technical teams on HCM Extracts, HDL loads, OTBI/BIP reporting, and integration-related activities • Ensure solution quality, track configuration changes, and support go–live and hyper care phases