• Responds to help desk requests efficiently, thoroughly, and timely. • Completes all user management activities, including new user setup, terminated user shutdown, workstation maintenance and setup, phone user maintenance, and access changes. • Documents all changes and takes accountability for these changes. • Completes hardware management activities, including equipment ordering, inventory, tracking, installation, troubleshooting, and maintenance. • Manages application of software updates, performs daily maintenance on current systems. • Assists with regulatory compliance projects and documentation as needed.

• Act as a liaison between the business/end users and IT systems development teams • Translate business requirements into technical artifacts • Create clear technical designs • Write high-quality code • Participate in code reviews and provide constructive feedback • Debug, troubleshoot, and resolve issues across application and database layers • Write, optimize, and maintain T-SQL queries • Develop server applications using programming languages • Provide leadership and coaching to junior engineers

• The Technical Analyst work involves acting as a liaison between the business/end users and IT systems development teams for business needs requiring technical solutions. • Translating business requirements into technical artifacts. • Creating clear and easy to understand technical designs, making sure they fit the system’s architecture and can scale as needed. • Writes high-quality code that is clean, logically correct, well-tested, and well-organized, and delivered on time. • Participate in code reviews, providing and incorporating constructive feedback to maintain code quality and consistency • Debug, troubleshoot, and resolve issues across application and database layers • Write, optimize, and maintain T-SQL queries, stored procedures, functions, and views in Microsoft SQL Server • Making recommendations for solutions or improvements to business processes that can be accomplished through new technology or alternative uses of existing technology • Develops server applications using programming languages like Java, C#, C++, etc. • Provide leadership, coaching, and task delegation to junior and mid-level engineers to support skill development and ensure delivery of high-quality work. • Conduct thorough code reviews and assess spike documentation to uphold technical standards, architectural alignment, and best practices. • Design and implement complex, scalable, and maintainable software components in accordance with established architectural guidelines. • Develop comprehensive technical designs and specifications that support both functional and non-functional requirements. • Assist developers in diagnosing and resolving technical challenges, offering expertise to remove blockers and enhance overall solution quality. • Mentor engineers in technical growth and career development, helping them create structured and actionable development roadmaps. • Partner with Product Owners during PI Planning and Sprint Planning to refine requirements, estimate effort, and align technical deliverables with business priorities.

• Provide intermediate technical support primarily by phone and ticketing system • Follow established procedures, monitor ticket queues, and maintain service level agreements (SLAs) • Document all activities, projects, and tickets daily in the ticketing system • Handoff and document in-progress tickets before the end of each shift • Monitor ticket gateway and designated queues • Escalate issues according to IT Glue documentation • Resolve escalations from the Level I team as assigned • Create or update IT Glue articles with new customer findings • Assist with ISP and vendor calls for service outages • Build client rapport during onsite visits • Travel up to 25–50% as assigned • Maintain established call and ticket SLAs as defined by manager • Maintain customer satisfaction (CSAT) scores as defined by manager • Submit weekly timesheets by end of shift Friday • Work and document established billable hours each week • Be available for on-call weeks and company-wide outage responses • Meet annual goals and objectives set in HRIS with quarterly reviews