Role Description Protera Technologies is seeking a dedicated Service Desk Analyst to join our dynamic team. As part of our 24 x 7 x 365 service center operation, you will play a crucial role in ensuring smooth and effective communication between internal teams and external customers. - Manage the full lifecycle of incidents and service requests received from customers. - Coordinate incident investigation and resolution by communicating with the appropriate L1, L2, and L3 support teams. - Follow all Service Desk policies and procedures while working in a shift-based environment. Qualifications - Excellent verbal and written communication skills in English. - Strong attention to detail. - Ability to multitask, prioritize and work independently. - Effective problem-solving and troubleshooting capabilities. - Willingness to work a shift schedule. - Desire to grow and commit to the role. - Ability to lift up to 40 pounds. - Knowledge of end device troubleshooting (laptops, printers, etc.). - Technical skills with server equipment installation (rack/unrack and cable). - Participation in backup operations and asset management lifecycle. - Ability to pass a background check. Requirements - Familiarity with Microsoft Office Suite (Word, PowerPoint, Excel, Outlook). - Analytical skills. - Basic knowledge of Linux. - Understanding of database administration. - Keen understanding of ITSM tools and ITIL best practices. - Experience in Networking, System Administration, Databases, or Application Support. - Foreign language skills (Spanish, French, German) are advantageous. Benefits - Competitive salary package. - Comprehensive health and dental insurance. - Professional development opportunities. - Collaborative and supportive work environment. - Unlimited PTO.

• Build and Prototype AI Apps for partner organizations • Co-Design AI Tools with Educators • Flex across Partner Work and Special Projects • Run Design Sprints and Build Sessions • Coach Educators through the Build Process • Push the Boundaries of what's Possible on the Platform • Host Office Hours and Open Build Time • Support Student-Facing AI Building • Bring Field Insights Back to Playlab team

• Identify high leverage opportunities for creating AI apps that enhance math teaching and learning • Build bespoke math apps on Playlab for and with partner organizations • Co-design with math educators through hands-on coaching and design sprints • Set the bar for math AI tools across the platform • Mentor Learning Engineers on math-adjacent work • Run high-trust coaching through various support methods • Push the boundaries of what's possible in math apps • Support student-facing math building initiatives • Bring field insights back to Playlab's product and engineering teams

• Support 2 to 3 Lab Schools. • Hold the relationship with each school's founding team across the 24-month partnership, with monthly leader check-ins, weekly build sessions, and on-call support through launch. • Partner With the Senior LE in Your Region. • Work alongside the Senior Learning Engineer anchoring the cohort to deliver consistent technical support across your assigned schools and contribute to phase-by-phase programming. • Build Bespoke AI Tools alongside teachers and leaders, including custom assessment tools, lesson planners, student-facing builders, and family communication apps tuned to each school's pedagogy. • Contribute to the Open-Source Playbook. • Document builds, capture patterns from your schools, and feed insights into the playbook that ships at month 24 for the field. • Run Coaching Sessions through drop-in office hours, async build support, and 1:1 video coaching with builders and leaders at your schools. • Co-Facilitate Quarterly Convenings. • Three days every quarter for 24 months, supporting build sessions and hosting office hours alongside the broader Lab Schools team. • Grow Your Craft through regular practice with senior LEs, build reviews, and ongoing mentorship from the Head of Learning Engineering. • Contribute Beyond the Cohort as Needs Arise. • Step into adjacent partnerships, cross-team initiatives, or new bets that benefit from LE craft. We'll set expectations together so the lab schools work always stays the anchor, while leaving room for the kind of flexibility a small, ambitious team requires. • Bring Field Insights Back to Playlab's product, engineering, and research teams to shape platform features and shared playbooks.