firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists and clinicians. Our teams focus on meeting each individual where they are and walking with them side by side as a trusted guide and partner on their journey to better health. firsthand's team members use their lived experience to build trust with these individuals and support them in reconnecting to the healthcare they need, while minimizing inappropriate healthcare utilization. Together with our health plan partners, we are changing the way our society supports those most impacted by SMI. We are cultivating a team of deeply passionate problem-solvers to tackle significant and complex healthcare challenges with us. This is more than a job—it's a calling. Every day, you will engage in work that resonates with purpose, gain wisdom from motivated colleagues, and thrive in an environment that celebrates continuous learning, creativity, and fun. As our IT Support Specialist, you will serve as the first point of contact for employees needing technical support, onboarding assistance, or help navigating our core systems. You will provide Tier 1 support, assist with onboarding, daily IT operations, and help ensure team members stay productive and supported. This is an excellent opportunity for someone who enjoys solving problems, working with exceptional people, helping scale a mission driven organization, and growing a career in IT. Job Specifics As our IT Support Specialist you will: Respond to technical support requests, aiming to resolve most issues on first contact Troubleshoot and resolve common issues related to Google Workspace (password resets, MFA, login issues), Slack, and other SaaS tools Support Mac, Windows, Chromebook, and mobile devices for new hires and existing team members across the full device lifecycle including imaging, inventory tracking, and coordinating device returns or replacements Document recurring issues and escalate complex problems when necessary as well as maintain accurate records in tools such as Kandji, NinjaOne, Freshservice, and other IT platforms ​​Provide basic networking support and troubleshooting of common internet, LAN and WiFI issues and help support network-connected devices such as printers and scanners Assist with onboarding and offboarding tasks such as account creation, equipment setup, and basic access provisioning You will be a good fit if you have: 1–2 years of experience in an IT support, helpdesk, or service desk role Familiarity with Google Workspace administration, including password resets, group permissions, and basic troubleshooting Experience with supporting and provisioning Mac, Windows, Chromebooks, and mobile devices using tools such as Kandji, NinjaOne, or other MDMs Clear communication, solid troubleshooting skills, and attention to detail with a strong service orientation with a desire to help others and improve support delivery Ability to manage multiple support requests with a focus on empathy, responsiveness, and followthrough to a resolution Willingness to learn new systems, work independently, and collaborate closely with the IT team The experience you bring to this role includes: Experience supporting hybrid or distributed teams Familiarity with Slack-based IT support workflows Understanding of ITSM practices or tools such as Freshservice, Jira Service Management, Zendesk, or similar Interest in process automation or improving support documentation Base salary range: $80,000 — $85,000 USD We firmly believe that great candidates for this role may not meet 100% of the criteria listed in this posting. We encourage you to apply anyway - we look forward to begin getting to know you. Benefits For full-time employees, our compensation package includes base, equity (or a special incentive program for clinical roles) and performance bonus potential. Our benefits include physical and mental health, dental, vision, 401(k) with a match, 16 weeks parental leave for either parent, 15 days/year vacation in your first year (this increases to 20 days/year in your second year and beyond), and a supportive and inclusive culture. Vaccination Policy Employment with firsthand is contingent upon attesting to medical clearance requirements, which include, but may not be limited to: evidence of vaccination for/immunity to COVID-19, Hepatitis B, Influenza, MMR, Chickenpox, Tetanus and Diphtheria. All employees of firsthand are required to receive these vaccinations on a cadence/frequency as advised by the CDC, whereas not otherwise prohibited by state law.

• Serve as the primary point of contact for IT support requests, ensuring timely resolution of software, hardware, and access issues. • Manage and maintain user accounts, permissions, and security settings across Microsoft 365, Salesforce, and other key systems. • Support onboarding and offboarding processes, ensuring proper access and equipment setup. • Monitor and perform regular maintenance of servers for optimum performance, escalate complex issues as needed, and coordinate with vendors or external IT partners. • Manage software packages and updates within Atera and inTune RMMs. • Track and analyze recurring helpdesk issues to identify opportunities for automation or improved training. • Maintain SOPs as processes and systems are updated. • Troubleshoot issues across Exchange, SharePoint, and Teams environments.

• Executes audits for an assigned business, function or project • Manages/lead moderately complex audits and has responsibility for completion of the audit • Provides subject matter expertise on audits ranging in complexity • Oversees and/or independently performs audits from end-to-end • Conducts audit work based on established audit plans and executes the audit in accordance with established standards ensuring completion

• Provide support for Fluke Reliability software applications to end users in a Microsoft and Web-based environment. • Answer incoming customer support phone calls, email and chat communications. • Find and communicate accurate solutions to issues reported by end users while using Fluke Reliability products through analytical talent and strong troubleshooting abilities. • Work in a strong team environment to provide unparalleled support to customers in a wide variety of industries. • Multi-task during calls to research technical issues while communicating with the customer and clearly and concisely documenting the issue. • Demonstrate a desire to help other people with specific technical issues and be able to understand the support process from the customer point of view.