This role centers on client education, relationship-building, and long-term service—not cold calling or outbound prospecting. All appointments are pre-scheduled. Conduct scheduled virtual meetings with clients via Zoom Listen to client needs and explain available supplemental benefit options clearly Guide individuals and families through the enrollment process Maintain accurate and organized digital records Provide follow-up support to ensure a positive client experience Participate in weekly training, mentorship, and professional development sessions

The Level 1 IT Support role is the frontline support function for Tidal. This role handles day-to-day employee technology needs, resolves common issues quickly, and ensures tickets are properly documented and routed when escalation is needed. Level 1 Support is critical to keeping the organization productive by providing fast, friendly, and consistent support across Microsoft 365, endpoints, and core SaaS applications—while continuously improving documentation and repeatable processes. Work Rhythm & Availability Standard working hours: 9:00 AM – 5:00 PM ET, with consistent responsiveness via Teams, email, and the ticketing system. Maintain a professional remote environment, reliable connectivity, and secure access using approved devices, VPN, and MFA. Manage incoming requests steadily, provide clear updates to users, and escalate appropriately when needed. What you’ll do Frontline Technical Support Respond to incoming requests and tickets, providing timely support for common issues such as: Password resets, MFA prompts, account lockouts, access issues Teams/Outlook/OneDrive/SharePoint basics New user setup questions and general “how do I” support Basic Windows troubleshooting, performance checks, and software issues Troubleshoot and resolve issues related to Microsoft 365, endpoint devices, VPN connectivity, printers/peripherals, and basic networking (Wi-Fi, DNS basics, connectivity). Identify recurring issues and flag patterns to the IT Manager / Level 2 for deeper investigation. Respond to incoming requests and tickets, providing timely support for common issues such as: Password resets, MFA prompts, account lockouts, access issues Teams/Outlook/OneDrive/SharePoint basics New user setup questions and general “how do I” support Basic Windows troubleshooting, performance checks, and software issues Password resets, MFA prompts, account lockouts, access issues Teams/Outlook/OneDrive/SharePoint basics New user setup questions and general “how do I” support Basic Windows troubleshooting, performance checks, and software issues Troubleshoot and resolve issues related to Microsoft 365, endpoint devices, VPN connectivity, printers/peripherals, and basic networking (Wi-Fi, DNS basics, connectivity). Identify recurring issues and flag patterns to the IT Manager / Level 2 for deeper investigation. User Provisioning & Access Requests (Standard Scope) Perform standard onboarding/offboarding tasks using defined checklists and processes. Assist with account creation requests, group membership, app access requests, and role changes per documented approvals/workflows. Escalate any request requiring elevated access, security review, or non-standard configuration. Perform standard onboarding/offboarding tasks using defined checklists and processes. Assist with account creation requests, group membership, app access requests, and role changes per documented approvals/workflows. Escalate any request requiring elevated access, security review, or non-standard configuration. Ticket Handling & Documentation Own tickets from intake through resolution when within Level 1 scope; escalate cleanly when outside scope. Document symptoms, steps taken, resolution, and user communication in the ticketing system. Maintain and contribute to internal documentation in Notion (FAQs, walkthroughs, onboarding steps, common fixes). Help improve ticket categories, routing, and intake questions to reduce back-and-forth. Own tickets from intake through resolution when within Level 1 scope; escalate cleanly when outside scope. Document symptoms, steps taken, resolution, and user communication in the ticketing system. Maintain and contribute to internal documentation in Notion (FAQs, walkthroughs, onboarding steps, common fixes). Help improve ticket categories, routing, and intake questions to reduce back-and-forth. Device, Hardware & Endpoint Support Support day-to-day endpoint needs: Basic laptop setup and application installation Troubleshoot common device issues (slow performance, missing apps, profile sync issues) Coordinate replacements, shipping, returns, and inventory tracking as assigned Support wipe/reset workflows and device compliance troubleshooting using defined procedures (escalate if advanced). Support day-to-day endpoint needs: Basic laptop setup and application installation Troubleshoot common device issues (slow performance, missing apps, profile sync issues) Coordinate replacements, shipping, returns, and inventory tracking as assigned Basic laptop setup and application installation Troubleshoot common device issues (slow performance, missing apps, profile sync issues) Coordinate replacements, shipping, returns, and inventory tracking as assigned Support wipe/reset workflows and device compliance troubleshooting using defined procedures (escalate if advanced). Customer Service & Communication Provide a high-quality support experience: friendly, clear, calm, and professional. Keep users informed with concise status updates and realistic expectations. Translate technical steps into plain language for non-technical staff. Provide a high-quality support experience: friendly, clear, calm, and professional. Keep users informed with concise status updates and realistic expectations. Translate technical steps into plain language for non-technical staff. Professional Values Ownership: Follow through on assigned tickets, communicate clearly, and don’t let things stall. Consistency: Use checklists and documented processes; reduce “tribal knowledge.” Customer mindset: Be helpful and patient; make the experience smooth for end users. Continuous improvement: Write down fixes, improve docs, and help reduce repeat issues over time.

Enroll participants into programs following applicable grant program guidelines Assist program participants in navigating the healthcare system, including coordinating specialty appointments, referrals, pharmacy pickups, and transportation Provide transportation to participants for medical and other essential appointments, as needed Complete and update plans of care to guide participants through goal-making and achieving self-sufficiency Connect participants to ongoing means of support and services based on individualized service plans and goals Educate participants on various topics of community integration including but not limited to budgeting/financial literacy, digital literacy, household maintenance, independent healthcare navigation, etc. Assist program participants with housing-related services such as housing searches, liaising with landlords, understanding leases, and completing rental applications Advocate on behalf of participants with landlords and property managers when maintenance issues persist and explore avenues for upholding tenant rights Complete intakes and determine eligibility for services based on prospective program participant needs and staff capacity Provide remote assistance to Newcomer Health Specialists in Appleton and Eau Claire, as needed and depending on caseload sizes throughout the state Participate in staff meetings, ongoing trainings, and other staff development opportunities Case note and maintain case file forms Assist in the completion of monthly, semi-annual, and annual grant program reports Update and maintain databases and spreadsheets for reporting and tracking outcomes Other duties as assigned Mature and personal Christian faith Committed to the mission, vision, and values of World Relief Desire to serve and empower the Church to impact vulnerable communities Able to affirm and/or acknowledge World Reliefs Core Beliefs , Statement of Faith , Christian Identity and National Association of Evangelicals' For the Health of The Nation document Current driver’s license and ability to maintain a clean driving record Available on the occasional weekend/evening Bachelor’s degree 2-3 years’ experience working in refugee resettlement, health sector, or a related casework-type field Experience working cross-culturally Fluent in Rohingya or Spanish, preferred

Under general supervision and following established policies, the Senior Specialist facilitates referrals, appointments, and patient transfers for physicians seeking access to the organization. This role ensures seamless communication and coordination for patient transfer calls, referral admissions, and critical care transport. Serve as the primary point of contact for physician referrals and appointment scheduling for consumers through multiple entry points. Support marketing activities, register patients for screenings and wellness classes, and work across various electronic healthcare systems. This role will be remote, and applicants must reside in Indiana. Schedule patient appointments telephonically across 30 service lines. Monitor records for accuracy and maintain clear communication with clinical and non-clinical staff. Utilize multiple systems efficiently to manage work queues and task lists. Facilitate access to nurse triage via EMR or live transfer when necessary. Explain organizational policies, review health information in EMR, and pre-register patients.