• Verify caller enrollment status with Mercy Care Plan. • Collect and document accurate demographic information from members/callers, as well as from Mercy Care systems. • Confirm details such as whether members receive special assistance (applicable to members with serious mental illness). • Utilize the QuickBase database to complete intake forms, ensuring documentation of members' reasons for calling is thorough and precise. • Provide empathetic and compassionate support to all callers. • Assist with special projects as assigned.

• Provide 2nd line Service Desk support for client IT incidents and requests, to include but not limited to: - M365 and O365 Administration - Resolve basic virtual client issues including virtual and physical endpoints – ie. Citrix - PC hardware and software errors and issues - Desktop or related client hardware peripherals - Microsoft Azure related incidents and requests • Research, resolve, and respond to complicated technical Incidents received via phone calls, emails, and submitted requests in a timely manner following Standard Operating Procedures • Act as an escalation point for technical problems from junior analysts • Accept and log external and internal client calls • First Call Resolution - Execute first attempt to resolve the client call on first call • Perform administration and support of virtual and physical endpoints and systems using available system tools • Escalate incidents and requests to the appropriate technical team for additional troubleshooting and resolution • Track the progress of client incidents and requests during the entire lifecycle to ensure the issues are closed within the agreed Operation Level Agreement • Communicate, internally and externally, the status of the call directly with the client • Contribute to the Knowledge Base with updates to existing articles and generation of new articles • Assist with cross training of Service Desk team members as needed

Role Description Coretek is searching for a highly motivated Senior Service Desk Analyst to join as a key member of our Service Desk Team. The Senior Service Desk Analyst is responsible for providing advanced technical support, troubleshooting complex IT issues, and mentoring junior analysts. This role involves ensuring the efficient operation of IT services, resolving escalated incidents, and improving Service Desk processes. The candidate will be responsible for providing exceptional customer service to internal Coretek employees and external clients. Responsibilities - Provide 2nd line Service Desk support for client IT incidents and requests, to include but not limited to: - M365 and O365 Administration - Resolve basic virtual client issues including virtual and physical endpoints – ie. Citrix - PC hardware and software errors and issues - Desktop or related client hardware peripherals - Microsoft Azure related incidents and requests - Research, resolve, and respond to complicated technical incidents received via phone calls, emails, and submitted requests in a timely manner following Standard Operating Procedures - Act as an escalation point for technical problems from junior analysts - Accept and log external and internal client calls - First Call Resolution - Execute first attempt to resolve the client call on first call - Perform administration and support of virtual and physical endpoints and systems using available system tools - Escalate incidents and requests to the appropriate technical team for additional troubleshooting and resolution - Track the progress of client incidents and requests during the entire lifecycle to ensure the issues are closed within the agreed Operation Level Agreement - Communicate, internally and externally, the status of the call directly with the client - Contribute to the Knowledge Base with updates to existing articles and generation of new articles - Assist with cross training of Service Desk team members as needed Qualifications - 3-4 years working at a Service Desk in a medium-to-large operational environment supporting multiple clients and systems - Advanced understanding of the following operating systems: - Windows - MAC - Proficient knowledge of Active Directory tools and processes - Basic knowledge of networking frameworks - Network+, A+, or Security+, required - MS900 or AZ900 certifications are preferred - ITIL v4 Foundations certification required Shift - Hours - 7 p.m. - 7 a.m. - Alternating Weeks - Wednesday, Thursday, Friday, Saturday - Thursday, Friday, Saturday

Role Description The Fraud Analyst III Senior OMI actively supports the United States Securities and Exchange Commission Division of Enforcement’s Office of Market Intelligence (OMI). - Serve as an expert for all Office of Market Investigator analyst tasks and be the point person for daily questions from these resources; solve complex tasks and create and maintain a FAQ document. - Coordinate with program analysts, accountants, and attorneys to discuss trends, issues, system enhancements, or process improvements that would enhance the efficiency and effectiveness of the analyst’s work. - Analyze program reports to identify backlogs and trends; troubleshoot for the Data Quality Review. - Make recommendations regarding tips that are not securities matters. - Conduct quality reviews of work products. - Conduct workflow processing and recommend process improvement. - Provide Program support as time permits, including managing contractor team meetings for data, process, and assignment dissemination. - Support investigations, perform standardized analyses, or create custom analyses. - Support multiple dataset types and solutions, and have a general understanding of the financial and securities markets and common fraud schemes. - Review incoming TCRs (including tips and attachments) to assess whether they meet threshold criteria for further review (e.g., credible, actionable, subject matter is within jurisdiction, etc.). - Draft detailed summaries of complaints of allegations of misconduct by companies and individuals and input into TCR system following specific entry guidelines. - Prepare TCRs for external referral (file preparation, redactions, indexing, approval, transmission, documentation in system). - Apply SEC defined processes, allocation principles, and assignment criteria, and assign TCRs for further review following specific guidance. - Tag TCRs with product or topic codes leveraging SEC specific guidance. - Possess a general understanding of the SEC, its mission, and the concept of a security and registered entity. - Identify relevant subjects of interest in TCRs and input subject name, contact info, and other data into relevant fields in TCR system. - Perform data quality review by reading tips and associated documents and identifying subjects and type of allegations being made; input corrections or missing information in critical data fields in the TCR system. - Gather intelligence from third-party sources (e.g., GMI Analyst, Alexa, CLEAR, WebCRD, IARD, Google Searches, Thompson One) and summarize research in a well-written, concise, factually sound manner. - Utilize a variety of proprietary technology systems to include case management systems and various compliance, workflow, and database systems. - Conduct research across various systems and databases to identify prior relevant complaints and related investigations/exams, and locate relevant information related to TCR subjects and allegations. - Analyze results and document analysis by reading source information and making reasoned connections. - Identify themes/patterns and group incoming TCRs related to similar subjects and topics. - Identify and resolve duplicate TCRs. - Other duties as assigned. Qualifications - Bachelor’s Degree in a relevant field such as business, finance, or accounting acknowledged by accrediting bodies or organizations recognized by the US Department of Education. - Minimum six (6) years of experience as a Fraud Analyst or Financial Investigator. - Certified Fraud Examiner (CFE). - Ability to provide favorable credit history. Preferred Qualifications - Master’s Degree. Knowledge, Skills and Abilities - Strong comprehensive reading skills; ability to apply business writing skills to summarize information on a large variety of topics. - Ability to apply judgment to determine urgency of matter by reading the content and comparing substantive content to information in other systems. - Strong organizational skills; attention to detail. - Ability to analyze and interpret big data for trends, patterns, and associations. - Ability to work effectively in an extremely pressured environment. - Possess and use excellent oral and written communications skills. - High proficiency in Microsoft Word, Excel, Web Browsers, and PDF applications (e.g., Adobe). Experience with creating and utilizing pivot tables. - Experience with various fraud analysis programs and software such as Palantir, LexisNexis, Westlaw, CLEAR, ATLAS, Recommind, and any other database research tools required. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - While performing the duties of this Job, the employee is regularly required to sit and talk or hear. - The employee may use repeated motions that include the arms, wrists, hands and/or fingers. - The employee is occasionally required to walk, stand, climb, balance, stoop, kneel, crouch, or crawl. - The employee must occasionally lift and/or move up to 25 pounds. - Specific vision abilities required by this job include close vision. Teleworking Permitted? Yes Teleworking Details 100% Remote Estimated Salary/Wage Up to USD $61.00/Hr.