Role Description As a Help Desk Support Specialist, you’ll be the first point of contact for investigating, troubleshooting, and resolving technical issues, managing user access, and setting up hardware and software. You’ll support employee onboarding, maintain support documentation, and help ensure smooth day-to-day operations across a primarily remote workforce. This role requires strong communication skills, attention to detail, ownership of issues through resolution, and the ability to support non-technical users in a fast-paced environment. Success in this role depends on the ability to independently gather information, follow a structured troubleshooting process, and provide clear documentation and communication throughout the support lifecycle. The ideal candidate is comfortable working through ambiguity, identifying root causes, and performing thorough investigation before escalating issues when appropriate. Performance-Based Objectives - Within 30 Days: - Complete onboarding and demonstrate proficiency with OpenSesame’s ticketing system, IT documentation tools, and support workflows. - Shadow hardware and software deployment activities, including workstation setup and user account provisioning. - Resolve at least 20 Tier 1 IT support tickets, ensuring adherence to internal documentation and defined SLA standards. - Demonstrate effective ticket documentation, including accurate issue descriptions, troubleshooting notes, and resolution details. - Within 60 Days: - Independently resolve an average of 15 IT support tickets per week, handling hardware, software, and login-related issues. - Complete 100% of user account requests within one business day of receipt. - Demonstrate consistent troubleshooting methodology by gathering complete diagnostic information, documenting investigation steps, and identifying likely causes before escalation. - Update at least 3 knowledge base articles internal documentation to reflect current procedures and reduce repeat support requests. - Within 90 Days: - Increase to an average of 30 resolved support tickets per week, maintaining a 90% SLA compliance rate for Tier 1 tickets. - Lead at least one IT onboarding session for a new employee, covering essential tools and support processes. - Identify at least one recurring technical issue, document its impact, and propose a prevention or resolution plan in collaboration with Systems Engineering where appropriate. - Consistently provide complete escalation documentation that includes troubleshooting performed, relevant system information, and supporting evidence when engineering assistance is required. - Within 120 Days: - Sustain an average of 50 resolved support tickets per week, balancing ticket resolution with onboarding support and documentation responsibilities, with consistent SLA adherence and positive user feedback. - Deliver a peer training session on a key IT tool, application, or support process. - Actively contribute to one internal IT process improvement initiative, such as refining onboarding workflows, improving support documentation, enhancing triage practices, or streamlining hardware deployment processes. - Demonstrate the ability to independently resolve the majority of routine support requests while minimizing unnecessary escalations. - By 6 Months: - Demonstrate full autonomy in managing support, including hardware/software troubleshooting and user lifecycle management, identity and access issues, and endpoint support. - Maintain high accuracy and completeness in logging and closing tickets in the system, and continue contributing to team knowledge-sharing and documentation. - Maintain strong end-user satisfaction through clear, timely, and effective communication. - Demonstrate sound judgment regarding issue prioritization, troubleshooting, and escalation decisions. - Continue contributing to team knowledge-sharing, process improvements, and documentation. Tech Stack - OKTA - Apple Macbook - Google Workspace (GSuite) - Jira - Confluence - Zoom - Microsoft Intune - JAMF - Password Manager Location This is a remote-first role based in Mexico or Argentina. Performance Driven We're looking for self-starters with a track record of delivering excellent results, and we're highly selective about who we hire. We don't focus on typical job requirements, instead, we're interested in specific examples from your past experiences. Pay Transparency At OpenSesame, we prioritize pay transparency, fairness, and equity to create a positive and inclusive work environment, regularly reviewing our compensation practices to align with our values and goals. We provide competitive and fair compensation to our employees based on their skills, experience, and performance.

Role Description The Dispatch Coordinator will support the company by providing customer-facing dispatch, coordination, administrative, and account support services to customers, drivers, insurers, and other stakeholders. This role will help keep operations running smoothly by managing inbound enquiries, coordinating tow truck dispatches, maintaining accurate job records, preparing quotes and invoices, and ensuring timely communication with customers and external parties in a fast-paced, service-driven environment. - Respond to 15-20 inbound calls per hour from customers, drivers, insurers, and police. - Allocate and dispatch jobs to available tow truck drivers quickly and accurately. - Use Linksoft Tow Manager to manage job assignments and updates. - Answer driver queries regarding payments, locations, and pick-up details. - Handle quote and invoice preparation for completed jobs. - Respond to pricing and job verification requests. - Provide timely updates and information to insurers and police as required. - Verify job details and pricing before final submission. - Deliver excellent phone-based customer service, especially during quiet periods. - Maintain clear records of calls, dispatches, and job statuses. - Support General Manager with reporting and any additional administrative tasks. - Other role specific duties as they arise. Qualifications - Bachelor’s degree in Business, Logistics, Communications, or a related field. - Previous experience in admin, logistics, dispatch, or customer service is highly regarded. - Excellent verbal and written communication skills – clear, professional, and responsive. - Strong phone presence and ability to manage multiple conversations calmly under pressure. - Well-organised with high attention to detail and time sensitivity. - Tech-literate; confident learning new tools. - Ability to work independently during peak periods and collaborate as part of a team. Benefits - Work from home. - Tuesday to Saturday 6:00PM – 3:00AM AEST/AEDT (adjustments will be made for daylight saving time). - Opportunities to work with leading companies in Australia and beyond. - Training programmes for career development. - Engaging company outings, team activities and wellness sessions. - Supportive, inclusive culture. - Dedicated managers focused on your growth and success. Company Description Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities. - We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable. - Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee. - Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.

Role Description Codeworks, an LRS company, is seeking a Help Desk Consultant for a Contract opportunity. This role is looking for a customer-focused and technically skilled IS Technical Services Professional to join our Help Desk team. Under the general supervision of the Help Desk Supervisor and senior technical staff, this role provides first-level troubleshooting and support for agency-supported hardware, software, networking, and access-related services. This position plays a key role in delivering responsive and professional technical support to a diverse customer base while contributing to a collaborative, team-oriented environment. This position is a 100% remote, but the candidate must be a Wisconsin resident. Key Responsibilities - Respond promptly and professionally to incoming customer support requests - Document customer interactions, troubleshooting steps, and resolutions in the Incident Management System - Troubleshoot hardware, software, networking, and access-related issues - Provide support through phone calls, voicemail, self-service ticket submissions, email, and instant messaging - Prioritize and manage incidents according to established procedures - Escalate unresolved issues to appropriate technical teams following escalation guidelines - Assist with software installation requests and fulfillment - Collaborate with senior technical staff and supervisors for guidance and issue resolution - Participate in projects and system changes that impact customers, including testing and documentation efforts - Review and suggest updates to help desk knowledge base articles and support documentation - Contribute to process improvement and service quality initiatives - Attend required meetings and complete mandatory training - Identify professional development needs and participate in ongoing learning opportunities - Perform other related duties as assigned Benefits - The base range for this contract position is $24.00 - $35.00 per hour, depending on experience. - The range displayed reflects the minimum and maximum target for new hires of this position across all U.S. locations. - Individual pay is determined by work location and additional job-related factors. Company Description Codeworks, an LRS company, is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, gender identity, domestic partner status, sexual orientation, genetic information, citizenship, status or protected veteran status. In some cases, Codeworks, an LRS company, uses generative artificial intelligence (“AI”) in support of our hiring processes. Codeworks takes steps to ensure the use of AI does not result in discrimination based on protected class(es). AI may be used in the hiring process solely in support of the assessment of candidate qualifications. All decisions in the hiring process are made by LRS employees. If AI will be used in the hiring process for the position for which you are applying, you will be notified and will have the opportunity to opt out. Please contact AI.Questions@lrs.com with any questions.

• Act as the final escalation point for complex technical issues across desktop, cloud, endpoint, and infrastructure environments. • Ensure timely resolution of high-priority incidents while maintaining service quality. • Perform advanced troubleshooting and root cause analysis to reduce recurring issues. • Coordinate with vendors and stakeholders to ensure reliable IT operations. • Design and implement ITIL-aligned service management processes including incident, problem, change, and request management. • Develop and maintain ISO 27001-aligned frameworks, policies, and controls. • Establish and continuously improve operational standards and governance practices. • Create and maintain comprehensive Standard Operating Procedures (SOPs), technical standards, and knowledge articles. • Mentor and coach support team members on technical best practices and operational processes. • Manage and maintain Microsoft 365, Azure, endpoint management platforms, and device environments. • Identify opportunities for automation and operational efficiencies.