• 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.

Role Description We are looking for a skilled IT Desktop Support Specialist to join our IT team. You will be the first point of contact for end user support, resolving hardware and software issues and keeping our Google Workspace, Windows, and macOS environments running smoothly. Day to day you will handle system setup, hardware troubleshooting, software installs, basic account setup, and ongoing support for the tools our people rely on. This role suits someone who learns quickly, stays organized across competing requests, and is comfortable seeing a problem through from start to finish. - Proactively monitor system performance and user requests to catch issues before they affect productivity. - Provide front line technical support and troubleshooting for Windows and macOS desktops and laptops. - Set up and configure Google Workspace (Gmail, Calendar, Drive, Meet), Windows, and macOS for new hires, delivering a smooth onboarding experience. - Set up and deactivate user accounts as people join and leave, mostly routine account creation and cleanup. - Install, configure, and update software across Windows and macOS systems. - Troubleshoot and resolve hardware issues with printers, monitors, mobile devices, and other peripherals. - Serve as first line support for network and connectivity problems, with the rest of the IT team available to step in on anything that runs deeper. - Apply security patches and routine updates to keep systems current and protected. - Monitor backup jobs daily, troubleshoot and resolve any failures, and assist with data recovery when needed. - Track, prioritize, and document incoming support requests, and maintain the IT knowledge base with configurations, procedures, and best practices. Qualifications - Experience: Entry-level to 2 years of experience in a dedicated IT support or helpdesk role. - Core Tech Stack: Strong proficiency with Windows 10 and 11. - Operating Systems: Familiarity with macOS (OSX) and Linux is highly desirable. - Mobile Support: Experience supporting iOS and Android devices is a plus. - Cloud Productivity: Familiarity with Google Workspace administration and Microsoft 365 is a strong plus. - Networking: Basic understanding of networking concepts and troubleshooting is a plus. - Certifications: CompTIA A+ or equivalent certification is a plus but not required. - Soft Skills: A strong sense of accountability, a desire to take ownership of your responsibilities, and a coachable mindset that welcomes feedback and professional growth. Benefits - This is the perfect role for someone with high integrity and a friendly, patient, energetic personality. - It is a great fit for people who love computers and thrive on solving technical problems.

• Serve as the primary internal owner of the MSP relationship; manage scope, SLAs, ticket quality, escalations, and overall delivery performance. • Coordinate IT vendors and review scope and invoices for accuracy and value. • Provide the MSP and vendors with a single, consistent point of contact and accountability. • Coordinate IT projects and M&A site cutovers end to end: timelines, vendor scheduling, readiness checklists, and stakeholder communication (execution performed by the MSP and vendors). • Partner with the Project Manager on cross-functional tracking; owns the IT-specific delivery within those projects. • Coordinate rollout of standardized device images and practice-level application configuration (defined technically by the Director, executed by the MSP). • Triage and route incidents to the MSP, track resolution, and keep sites informed; act as the first internal point of contact for IT issues. • Maintain operational documentation, SOPs, and outputs from asset and visibility tooling. • Report status, risks, and vendor performance to the Director; escalate technical decisions rather than making them. • Apply technical literacy to read tickets, validate MSP work, and push credibly on SLAs and quality.

• Responsible for reviewing and auditing the work performed by Patient Advocates • Ensure that patient advocacy tasks are completed accurately in alignment with program requirements • Identify revenue recovery opportunities and surface actionable findings to leadership • Support audit responsibilities centered on PAP and Copay program workflows • Review completed enrollments, claims, and medication orders for accuracy • Evaluate rejection reason codes and track patterns in misuse for improvement • Document and track quality findings to support identification of improvement opportunities • Prepare audit finding reports and submit structured feedback