Role Description Placé(e) sous l’autorité du Responsable du pôle Ressources et Support, vous travaillerez au sein d’une équipe de trois agents dédiée au support et conseil informatique. Vos missions seront principalement les suivantes : - Conseil et assistance technique de premier niveau sur les logiciels Cosoluce (y compris installation) en solution de ticketing, de téléassistance, par téléphone, ou sur site pour les plus grosses interventions. - Animation de sessions d’information et de formation portant d’une part sur l’initiation aux logiciels et d’autre part sur leurs nouveautés liées notamment aux évolutions règlementaires (nouvelles nomenclatures comptables, obligations de dématérialisation…). - Accompagner les collectivités et établissements publics dans le déploiement de solutions de dématérialisation de la chaine comptable et des actes administratifs : conseil, support technique. - Participer à l’évolution de la solution de ticketing GLPI mise en place en juillet 2024. - En collaboration avec l’ensemble du pôle Ressources et Support, être force de proposition dans l’évolution des missions du pôle (dématérialisation, dispositif COMEDEC…). - Conseiller et accompagner les adhérents dans le cadre de changement de postes et serveurs informatiques. - Participation à la gestion et l’animation du site web de l’Agence (Wordpress). Qualifications - Expérience sur un poste similaire appréciée. - Maîtrise des systèmes d’information et de l’environnement numérique. - Connaissance de la comptabilité publique (nomenclature M57…) et du statut de la fonction publique (carrières, paies…). - Maîtrise de l’utilisation des logiciels de la gamme Coloris de Cosoluce (acquisition de cette maîtrise possible par voie de formations). - Connaissance du fonctionnement des collectivités. - Notions en matière de cybersécurité et de protection des données. Requirements La liste ci-dessus n’a pas vocation à être exhaustive et entièrement satisfaite. Des formations pourront être proposées par la structure le cas échéant pour le ou la candidat(e) qui serait recruté(e).

• Will support the operation of a Help Desk (24x7 manning), providing consolidated, comprehensive technical assistance for software maintenance support for a US Government customer. • Provide technical support for COTS products and customized desktop applications, web applications, databases, user account administration issues, and technical/functional support for individual user problems. • Supports response to system user requests for assistance. • Supports on-the-spot diagnostic evaluation. The scope of this support includes resolving the problem/providing support over the phone, or escalating the issue to the appropriate tier for resolution. • Excellent written and verbal communication skills. • Isolated environment with an internet connection in which to work remotely. • Primary work shift will be weekdays Midnights EST but may include weekends periodically.

• Handling client support tickets across email and chat, giving fast, accurate and genuinely helpful responses to our clients • Providing first-line support for OMS Create - our VR authoring platform - helping clients build and troubleshoot their own VR simulations • Owning and continuously improving our knowledge base • Identifying, documenting and escalating bugs clearly and consistently • Contributing to QA for new features and releases • Building and maintaining internal processes so that support scales well as OMS grows • Collaborating with the Customer Success, Product and Marketing teams to share client feedback and flag patterns and trends • Occasionally joining client calls or on-site visits alongside the wider customer team

Role Description Reporting to the Sr Manager IT Support, this position has the primary responsibility of ensuring the Support Desk team is focused on the appropriate priorities to deliver excellent technical support to the business. Additionally, this position facilitates communications in escalation situations, performs quality assurance activities and assists Sr. Manager with analysis of ticket data. - Responsible for ensuring Support Desk team members are focused on the prioritized activities (inbound, priority or aging incidents) throughout the business day to ensure the highest level of support to the business. - Provide coaching and feedback to Support Desk members. - Review tickets for accuracy, concise details and overall quality. - Provide input to Sr Manager regarding Support Analyst troubleshooting and ticket quality allowing for a more thorough development of the associate by the Sr Manager. - Manage communications related to escalations (P1 or issues with extended resolution times) ensuring clear updates on status and next steps are being provided on a timely basis. Engage Sr Manager on escalations that may require their involvement. - Verify thoroughness of troubleshooting prior to ticket escalation to Level 3 IT or the scheduling of a 3rd party service provider. - Engage Level 3 IT teams about aging open issues in their queues on behalf of the client. - Participate with project teams to develop support knowledge in the IT Support Desk regarding new/emerging technology being deployed within the business. - Assist Sr Manager IT Support with analysis of tickets to identify root causes of trends or areas of support that can be better supported by Support Desk team. - Publish daily report regarding Support Desk KPI’s. - Validate accuracy of shop invoices for hardware and service tech visits by 3rd party service providers. - Other duties as assigned. Qualifications - Customer service - Servicenow - Help desk - Ticket management - Ticket queue - POS - Technical support - Service desk Requirements - Intermediate Level - Contract to Hire position based out of Chicago, IL Benefits - Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave) Application Deadline This position is anticipated to close on Jun 27, 2026.