Role Description Snapscale is seeking an experienced Level 2 Help Desk / Support Agent to provide technical support within a Managed Service Provider (MSP) environment. This role involves handling escalated IT issues, supporting end users, and managing Microsoft-based systems and infrastructure. The ideal candidate has strong troubleshooting skills, solid technical knowledge, and the ability to work in a fast-paced support environment. - Provide Level 2 technical support for end users via phone and remote tools - Set up new PCs and ensure proper documentation of all work performed - Manage and support Office 365 environments, including user administration - Troubleshoot hardware and software issues on Windows 10 and Windows 11 systems - Support Microsoft Intune device management (basic level) - Administer users and permissions in Windows Server 2012 and later - Provide support for SharePoint (Office 365) administration - Perform virus removal, system cleanup, and remediation tasks - Troubleshoot PC hardware issues (memory, storage, and component replacement) - Support basic network troubleshooting (WAN/LAN, IP addressing, DHCP) - Perform basic firewall troubleshooting and configuration - Use ConnectWise Manage and remote support tools for ticket handling Qualifications - 5–7+ years of experience in a Managed Service Provider (MSP) or Help Desk environment - Strong experience managing Office 365 users and systems - Solid knowledge of Microsoft Windows 10/11 environments - Experience with Microsoft Office 2016, 2019, and Office 365 - Experience with Windows Server 2012 and later user management - Basic knowledge of Microsoft Intune and SharePoint administration - Strong troubleshooting skills for hardware, software, and network issues - Understanding of WAN/LAN, IP addressing, and DHCP concepts - Familiarity with basic firewall configuration and troubleshooting - Willingness to learn new technologies and tools - Strong communication skills with a positive and team-oriented attitude - Detail-oriented, self-driven, and able to work independently Benefits - Health Maintenance Organization (HMO) - Competitive pay - Government-mandated benefits - 13th month pay - Night differential pay - Internet allowance - Yearly salary increase - Opportunities for career growth and development

• You therefore have a direct impact on our customers' satisfaction. • This also strengthens our long-standing successful partnerships and contributes to zvoove's continued success. • Through your open and customer-focused manner, you provide our payroll customers with the necessary (technical) support for all support inquiries. • You are responsible for configuring our software for customers, independently analyzing problems and responding to user requests — by phone, email or remote access — and carefully documenting all processes. • You assist our customers with everyday questions about our software and support them both during onboarding and in successfully preparing their payroll. • Building and continuously expanding expert knowledge of our products comes naturally to you. • Through your interaction with customers, colleagues, sales and the product team you form an important interface and increase the value of our services. • After successful onboarding, you conduct seminars for our customers (online or in person) and thereby effectively further-train our users.

Role Description We are seeking a dynamic and experienced Help Desk Manager to lead our Business Operations Services Center (BOSC) Help Desk operations. This role will be pivotal in managing the daily operations and stakeholder relationships, leading staff development opportunities, and driving continuous innovation to deliver an exceptional customer experience. The ideal candidate is a thought leader with a proven track record in operational excellence, committed to meeting and exceeding Key Performance Indicators (KPIs) and driving the program forward through strategic insight and proactive management. Qualifications - Ability to obtain a U.S. Federal Position of Trust clearance designation. - Must reside in and be able to perform work in the United States. - Must have lived in the United States for 3 of the last 5 years. - Bachelor’s Degree in a related field is required. - Minimum of eight (8) years’ experience working in Medicare programs preferred. - Dynamic leader that has successfully managed a Help Desk team of 100+. - Experience leading a progressive help desk to bring a fresh set of ideas for improvement while leading a large team with potential to scale the program. - Strong stakeholder management skills, with the ability to communicate effectively at all levels of the organization. - Strategic thinker with a growth mindset and an innovative approach to solving complex operational challenges. - Experience with continuous improvement methodologies and commitment to driving process optimization. - Proficiency with tools such as SNOW/CXOne/JIRA/Confluence. Requirements - Lead and manage the Help Desk team, including recruitment, onboarding, training, professional development, and performance evaluation. - Design, implement, and continuously improve help desk procedures, standards, and best practices to ensure high-quality support services. - Ensure timely resolution or appropriate escalation of all support inquiries related to supported applications and systems. - Monitor and manage ticket queues, prioritize escalations, and ensure adherence to established service level agreements (SLAs). - Analyze historical data and forecast trends to provide data-driven insights and recommendations for continuous improvement. - Oversee the creation, maintenance, and enhancement of knowledge base content to support efficient issue resolution. - Communicate effectively with internal and external stakeholders, ensuring inquiries and concerns are addressed promptly and thoroughly. - Collaborate with internal program teams to support the implementation of new technologies, tools, and procedures. - Ensure compliance with organizational policies, procedures, and operational standards. Benefits - Top-tier benefits package to invest in your physical, mental, and financial health and wellness. - Opportunities to learn new skills, seize new challenges, and advance your career as we grow. Public Trust Clearance This role will require the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship.

• Manage endpoint security, vulnerability management, SIEM monitoring, identity and access administration, DNS/email security, secure remote access, and IT operations across Windows, Mac, and selected Linux systems • Implement formal onboarding and offboarding processes for employee accounts and equipment across all company systems • Own an IT help desk and ticketing system for support requests • Own asset management platform to track all company hardware (laptops, desktops, servers, network equipment) • Deploy and manage an MDM solution across all company endpoints (Windows and Mac) • Maintain IT policies and documentation covering security, access management, acceptable use, and incident response • Perform periodic access reviews to ensure proper permissions across all systems • Manage the office LAN, firewall, switches, and internet connectivity • Evaluate and upgrade network equipment as needed • Deploy and manage endpoint security software across all company devices • Enforce disk encryption on all endpoint devices • Monitor and manage endpoint patching and OS updates • Manage DNS and email security configurations • Monitor the Rapid7 SIEM for security events and respond to alerts • Enforce MFA across all company systems • Maintain least-privilege access controls across all platforms • Manage privileged access with segregated administrative accounts • Conduct periodic vulnerability assessments and remediate findings • Maintain an incident response plan and disaster recovery plan, including annual tabletop exercises • Perform regular internal security audits (exposed services, misconfigurations, EOL software) • Coordinate with engineering team on server-side security items (agent deployment, hardening, log ingestion) • Manage core business systems, collaboration suite, and remote-access systems • Manage password manager administration (vaults, sharing policies, permissions) • Manage secure remote access • Manage physical office access control (implement and maintain an electronic access system) • Ensure timely provisioning and deprovisioning tied to employee lifecycle events • Oversee backup strategy -- ensure backups are encrypted and regularly tested for restoration • Provide technical support to approximately 30 employees across Windows and Mac platforms • Support both in-office and remote employees (approximately 50/50 split) • Troubleshoot hardware, software, network, and connectivity issues • Provide patient, clear guidance to less technical staff while respecting the autonomy of technical team members • Set up and configure new employee workstations and laptops