• Own the full helpdesk lifecycle: intake, triage, prioritization, resolution, and closure of all support tickets; establish and enforce SLA targets • Provide white-glove, concierge-level support to executives and senior leadership • Troubleshoot and resolve hardware, software, and network-layer issues — LAN/WAN, DNS/DHCP, VPN, Wi-Fi, macOS/Windows, and peripheral failures • Administer user accounts, access provisioning, and endpoint management via MDM (Kandji, Okta, Intune) • Support onboarding and offboarding workflows including device imaging and account setup • Maintain and improve internal IT documentation, runbooks, and knowledge base articles • Manage hardware and software inventory; coordinate procurement and vendor relationships • Collaborate with engineering and infrastructure teams on escalated issues and cross-functional projects

• Develops and leverages relationships with internal and external stakeholders to meet strategic business objectives • Respond to inbound support requests related to the Yardi Senior product suite via help desk platform, phone, email, or chat • Troubleshoot and resolve technical issues related to the platform, ensuring a high level of customer satisfaction • Document, prioritize, and track all inquiries and issues in the help desk ticketing system (e.g., JIRA, ServiceNow, Zendesk) • Ensure all tickets are followed up on, updated regularly, and resolved in a timely manner. • Guides stakeholders through platform features, offer solutions to common problems, and provide training or advice to improve their use of the Yardi Senior product suite • Stays up to date on new features and product updates within the Yardi Senior product suite to maintain a high level of technical knowledge and service excellence • Strives to meet or exceed service level agreements (SLAs) for ticket resolution, response time, and customer satisfaction • Collaborates with internal support teams to resolve challenges • Understands and fosters cross-program and cross-functional dependencies to champion execution success and maximize value capture • Develops regular and thorough status communications for senior leadership and stakeholders • Anticipates and mitigates risks, dependencies, and impediments to facilitate resolutions

• Lead a team responsible for the design, delivery, and continuous improvement of software solutions • Define the vision, architecture, and roadmap for enterprise-scale student support Conversational AI chatbot solutions • Own the end-to-end strategy, design, and delivery of conversational AI platforms • Lead the development and optimization of chatbots using CX Agent Studio, Dialogflow CX and GCP services • Manage and mentor a team of developers and engineers • Establish priorities, KPIs, and success metrics to balance delivery, quality, and innovation • Collaborate with cross-functional stakeholders to align solutions with business needs • Ensure chatbot solutions are scalable, secure, and aligned with enterprise architecture standards • Oversee budget planning, forecasting, and cost optimization for chatbot platforms and cloud infrastructure • Monitor system performance, usage analytics, and continuously improve chatbot effectiveness • Drive adoption of best practices in software engineering, DevOps, and agile methodologies • Provide regular updates to leadership on project progress, risks, and financial status • Ensure compliance with data privacy, security, and accessibility standards • Champion continuous improvement and innovation in AI-driven student support • Manage relationships with external vendors and partners

• Lead day-to-day operations of attest engagements (audits, reviews, compilations, and agreed-upon procedures). • Supervise and mentor junior and senior associates during fieldwork and throughout the engagement cycle. • Review workpapers and draft financial statements to ensure compliance with professional standards (GAAS, SSARS, and other relevant frameworks). • Identify and resolve accounting and audit issues with guidance from managers or partners as needed. • Serve as a primary point of contact for clients during engagements to coordinate requests and deliverables. • Assist with engagement planning and scheduling, ensuring adherence to budgets and deadlines. • Participate in staff training, development, and performance evaluations.