Role Description This role provides first-contact remote technical support for network, server, and end-user systems. As the first point of contact for clients, you will be responsible for accurately creating and updating support tickets and coordinating communication with engineers when assistance is available. - Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner, providing clear updates and case status throughout the resolution process. - Perform first response and initial triage of customer issues, troubleshooting single-user and system-impacting incidents and accurately documenting all actions in Thrive’s tools. - Perform rapid analysis of workstation-level incidents, identifying root causes and applying appropriate troubleshooting methodology. - Ask clarifying questions to fully understand client concerns and escalate issues to engineers when required due to time, complexity, or skill level. - Manage the daily prioritization, coding, and routing of service incidents and requests. - Follow Thrive's established best practices for task management. - Set and manage client expectations throughout the troubleshooting process, maintaining a focus on both prompt resolution and world-class customer service. - Develop a strong understanding of Thrive products and their integration into client environments to ensure efficient and effective issue resolution. - Work with and document diverse client computing environments, including unfamiliar workstation, server, and network configurations, to determine the fastest path to resolution. Qualifications - 2–3 years of IT support experience in a help desk or service desk environment; MSP experience preferred. - Experience with ticketing systems (e.g., ServiceNow), remote support tools (e.g., Kaseya, Ninja), and RMM platforms. - Proficiency supporting Windows 10/11, macOS fundamentals, Microsoft 365 (Outlook, Teams, OneDrive), and common line-of-business applications, including Office and Outlook configuration. - Working knowledge of Active Directory/Entra, mobile device configuration and troubleshooting, workstation hardware, printers, and peripherals. - Basic networking knowledge, including TCP/IP, DNS, and DHCP. - Strong customer service focus with the ability to clearly communicate technical concepts to non-technical users. - Excellent written and verbal communication, documentation, and time-management skills. - Ability to work independently and collaboratively in a team environment. - Availability to work after hours or participate in on-call rotations as required. Preferred Certifications - CompTIA A+ - CompTIA Network+ - Microsoft 365 Fundamentals (MS-900) - ITIL Foundation (v4)

• Serve as the subject matter expert on Content and Template management systems. • Create, update, and manage templates. • Translate business, user, and clinical needs into clear product requirements. • Produce deliverables such as flow diagrams, data models, and prototypes. • Specify, prioritize and communicate high level and detailed requirements. • Evangelize products across the organization and drive requirements elaboration. • Build confidence with business partners and collaborate with teams. • Aid in creation and communication to stakeholders of product roadmap and delivery schedules. • Incorporate a focus on quality into product design. • Solicit customer feedback and funnel new requirements back into software development. • Own and prioritize a feature backlog.

• Provide technical leadership for the deployment of a new Digital CORE - Product Lifecycle Management (PLM) system across all GEHC Segments • Define and manage system-level requirements, aligning cross-segment teams to ensure business and technical needs are captured • Develop integration and test plans, resolving technical conflicts through expert guidance • Create efficient new standard processes while maximizing off-the-shelf capabilities of the future PLM tool • Collaborate with engineering, IT, product management, operations, and executive leadership to define requirements, manage conflicts, and drive consensus • Lead workshops to map current and future-state processes, ensuring PLM workflows reflect standardized practices across functions • Lead transformation of CAD integration and data management within PLM to eliminate manual handoffs • Drive item management and BOM transformation for EBOM–MBOM alignment • Lead the development and capture of standardized work processes across existing PLM system functional areas leveraging pre-existing PLM capabilities • Develop integration plans for connecting the PLM system with other enterprise platforms (e.g., ERP, CAD, MES)

• Assess target edge hardware against the requirements of an on-device inference loop: evaluate processor architecture, available memory, OS and runtime environment, and whether candidate edge runtimes (such as IoT Greengrass or equivalent) can be supported. • Evaluate candidate edge inference frameworks for CPU-only SLM deployment — including TensorFlow Lite, ONNX Runtime, llama.cpp, and equivalents — assessing quantization approaches, inference latency, and memory footprint against feasibility targets confirmed during discovery. • Assess real-time data ingestion feasibility from operational subsystem interfaces, evaluating candidate patterns for consuming concurrent data streams within the memory and compute constraints of the target hardware. • Design and evaluate local data store options for the on-device SLM context, including storage formats, retrieval latency, and update mechanisms appropriate for the edge environment. • Build a constrained feasibility demonstrator on laptop or workstation hardware using simulated data feeds. • Implement a small number of scoped interaction flows in the demonstrator, integrating the voice interface pipeline with the SLM inference and local data retrieval components as agreed through the engagement scope. • Collaborate with the AI/ML Architect on SLM selection, domain restriction approach, and inference pipeline design — providing hardware and runtime constraint inputs that shape what is architecturally feasible. • Collaborate with the AWS Solutions Architect on the edge-to-cloud data channel, identifying what can realistically be buffered and transmitted from a constrained edge device under variable connectivity conditions. • Document hardware assessment findings, framework evaluations, and architectural trade-offs as Architecture Decision Records (ADRs) with explicit rationale. • Clearly flag where recommendations are conditional on hardware or interface specifications not yet confirmed. • Communicate technical constraints and feasibility findings clearly to both technical architects and non-technical client stakeholders throughout the engagement.