• Ensure the delivery of reliable, secure, and compliant IT services across the organization. • Serve as the primary liaison with our outsourced IT provider, ensuring service delivery continues to align with business expectations, SLAs, and compliance requirements. • Ensure systems and processes align with healthcare-specific standards (e.g., HIPAA, PHI data handling). • Maintain a secure IT environment through active oversight of endpoint protection, access control, and adherence to regulatory requirements. • Recommend standard equipment for each role within knownwell and work with our outsourced IT provider to formalize and implement these standard offerings. • Collaborate cross-functionally to support IT infrastructure setup and staff onboarding at new clinic locations; travel up to 15% of the time as needed. • Create and maintain IT operational procedures, support documentation, and business continuity plans to enable scale and consistency. • Participate in strategic discussions about IT service models as the business scales.

• Lead, coach, and grow the Global Help Desk team, including ownership of end-user support, device lifecycle management, identity access support, and operational support processes • Set priorities and operating rhythms for the team, balancing day-to-day ticket flow, escalations, operational projects, and long-term process improvements • Serve as a hands-on leader for the help desk function, stepping in on escalations, troubleshooting complex issues, and helping the team resolve high-priority employee support needs • Oversee the delivery of responsive, high-quality technical support for hardware, software, collaboration tools, access requests, and endpoint issues across a global workforce • Manage onboarding and offboarding operations, ensuring employees are provisioned and deprovisioned efficiently and securely • Own and improve processes related to identity and access support, including Okta workflows, MFA issues, role-based access requests, and account lifecycle management • Oversee endpoint management practices, including laptop provisioning, asset tracking, patching, device compliance, and MDM administration • Develop and maintain help desk workflows, knowledge base content, runbooks, and support documentation to improve resolution times and scale support efficiently • Monitor support queues, SLAs, ticket trends, and recurring issues to identify opportunities for automation, process improvement, and better user experience • Partner closely with Security and IT Engineering to ensure employee support practices align with security requirements, device standards, and access control policies • Coordinate vendor support and third-party tooling relationships related to IT support, endpoint management, and collaboration platforms • Create metrics, dashboards, and operational reporting that communicate help desk performance, service quality, and support trends to leadership • Drive continuous improvement across the support function, including tooling, workflows, employee communications, and self-service capabilities • Demonstrate a commitment to integrity, process improvement, and customer satisfaction

Role Description We are seeking a dependable and service-oriented IT Support Specialist to provide technical support to employees across the organization. This role is responsible for troubleshooting hardware, software, and system-related issues while helping maintain smooth day-to-day IT operations. The ideal candidate enjoys solving problems, supporting end users, and ensuring technology runs efficiently so our teams can stay productive. What You'll Do - Provide technical support for hardware, software, and network-related issues - Troubleshoot computers, mobile devices, printers, and other IT equipment - Install and configure laptops, workstations, and user accounts - Support company systems including email, collaboration tools, and business applications - Manage and respond to support tickets while documenting resolutions - Assist with employee onboarding and offboarding access - Maintain IT equipment inventory and coordinate repairs or replacements - Support system updates, upgrades, and IT-related projects Qualifications - Experience in IT support, helpdesk, or systems administration - Strong troubleshooting and problem-solving skills - Experience working with Microsoft products and cloud-based systems - Excellent communication and organizational skills - Ability to manage multiple priorities with strong attention to detail Preferred Qualifications - Experience with ServiceTitan or similar field-service software platforms - Experience with Microsoft products, including the O365 Administrative platform - Knowledge of IT onboarding/offboarding procedures and ticketing systems - Familiarity with basic networking, hardware setup, and software deployments - Experience creating process documentation or training materials Certifications & Licenses - Microsoft certifications preferred - ITIL certification preferred Additional Requirements - Ability to travel up to 25% nationwide Benefits - Medical, Dental & Vision Insurance - 401(k) with 4% company match - PTO, Paid Holidays, and Paid Wellness Time - Pet Insurance - Employee Discounts - Opportunities for professional growth and development

• Engage mid-cycle on mature opportunities. Lead the next phase of architectural discovery and design, once product fit and executive sponsorship are established. • Facilitate technical design workshops. Run multi-day workshops with prospect leadership and engineering. Cover current- and target-state architecture, integration, data flows, identity, security, observability, and cutover. • Produce target-state reference architectures. Deliver reference diagrams, integration patterns, deployment topologies, sequencing plans, and risk registers. Ground each in the prospect’s telephony stack (Genesys, Amazon Connect, Twilio, Avaya) and digital/messaging platforms. • Translate ASAPP’s Agentic AI capabilities into concrete integration patterns. Design how ASAPP plugs in: SIP, WebSocket, call transfers, CCaaS event streams, agent desktop embeds, CRM integration, voice/digital handoff, and AI-to-human transitions. • Prototype to move deals forward. When a technical question is blocking a deal, build a working prototype, custom adapter, or API POC yourself. Move fast rather than wait on engineering. • Develop reusable patterns. Codify field learnings into reference architectures and design guardrails. Make them reusable across the broader SE and partner ecosystem. • Bring the field back to product. Surface architectural patterns, gaps, and opportunities to ASAPP Product and Engineering. • Support customer security review. Partner with ASAPP InfoSec to address enterprise security, privacy, and compliance questions.