• Serve as the first point of contact for all IT support requests at Updater, triage Freshservice tickets, and resolve Tier 1/2 issues with clear, friendly communication. • Provide white-glove end-user support across macOS and Windows endpoints, Iru (MDM), , Microsoft Intune, Okta SSO, Google Workspace, Slack Enterprise, Zoom, and the Atlassian suite. • Own the day-to-day ticket queue: response and resolution SLAs, accurate categorization, escalation to Tier 3/4 teammates as needed, and clean ticket hygiene to keep the Helpdesk auditable. • Support employee onboarding, offboarding, and hardware lifecycle in coordination with the Senior IT Engineer (Device Management). • Surface recurring issues and friction points back to the IT team so they can be solved at the root rather than re-resolved one ticket at a time. • Lead Updater’s IT knowledge management program — establishing the standard for how IT documents what it knows and driving adoption across the team. • Take ownership of our Confluence and Helpdesk knowledge bases: runbooks, troubleshooting guides, SaaS administration procedures, onboarding/offboarding playbooks, and end-user-facing help articles. • Author documentation that is structured, consistent, and machine-readable, so that both employees and the AI assistants they use (Claude, ChatGPT, Copilot, Gemini) can reliably retrieve and apply it. • Partner with the Director, IT & Business Process Transformation, on the AI at Updater Confluence space and the AI Education Resource Hub, ensuring that IT-authored content serves as a canonical reference for the company. • Treat every ticket and every system change as a documentation opportunity — capture what was learned, publish it, and reduce the long-tail rate of repeated questions. • Maintain the freshness of existing knowledge by auditing, retiring, and rewriting content continuously as the IT environment evolves. • Grow into hands-on administration of Updater’s SaaS stack, including Okta (group, rule, and policy management), Google Workspace, Slack Enterprise Grid, Atlassian (Jira and Confluence), Zoom, Iru, Microsoft Intune and Freshservice. • Execute routine SaaS administration tasks — provisioning, de-provisioning, license management, permission changes, and lifecycle hygiene — with accuracy and a documentation-first habit. • Support change management and access reviews in partnership with the IT Systems Architect and the Security team, contributing to Updater’s ISO 42001 certification posture. • Assist with rollout, configuration, and ongoing administration of new SaaS tools as Updater’s environment evolves.

Role Description We are hiring an IT Engineer to own our internal systems and corporate IT: identity, devices, SaaS, and the automation that keeps the company running smoothly and securely as we scale. Qualifications - 3+ years in IT engineering / systems administration / IT operations. - Hands-on with identity/SSO (Okta or similar), Google Workspace, and MDM/endpoint tooling. - Scripting/automation ability (e.g., Python, Bash) and a security-conscious mindset. - Strong service orientation and clear communication. Requirements - Own identity and SSO (e.g., Okta) and provisioning into downstream tools (Google Workspace, Slack). - Manage device lifecycle and endpoint security (MDM), and harden internal systems. - Administer SaaS applications, access, and licensing; run onboarding and offboarding. - Automate internal IT workflows and provide responsive support to the team. - Maintain internal networking and contribute to security and compliance posture. Benefits - A high-impact role with ownership from day one. - Competitive compensation and meaningful equity. - Direct collaboration with founders and real users. - Remote-first flexibility. - The opportunity to help build an AI-native product from the ground up.

• Review and audit the work performed by Patient Advocates • Ensure tasks are completed accurately and in alignment with program requirements and client expectations • Identify revenue recovery opportunities and surface actionable findings to leadership • Support the Patient Advocacy team with quality control function • Review rejected tasks in MAP on a daily basis • Verify that the correct rejection code was applied for each rejected task • Identify rejection code errors where the underlying enrollment, order, or claim remains actionable • Document and track quality findings to support identification of opportunities to improve patient advocacy workflows, tools, and services • Prepare audit finding reports and submit structured feedback to the Director of Patient Advocacy • Participate in calibration sessions to align audit standards with operational expectations.

• Receives telephone calls from users seeking assistance with computer software, hardware, mobile devices, email, or operating systems. • Diagnoses and troubleshoots initial hardware and software errors from users and identifies possible resolutions or support escalation needs. • Enters detailed information into the help desk software and completes appropriate follow-up to ensure the problem is resolved. • Resolves basic problems while on the phone (i.e. unlocking documents, resetting passwords, rerouting print jobs). • Works with other IT team members to research problems and find solutions. • Answers questions, applying knowledge of computer software, hardware, procedures, and internal knowledge databases.