• 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.

• Definir la estrategia tecnológica global del banco y asegurar el alineamiento continuo entre los objetivos del negocio y el ecosistema de TI. • Diseñar y gestionar la hoja de ruta (roadmap) de evolución tecnológica de la institución para facilitar la modernización de los sistemas. • Viabilizar la integración y convivencia armónica de los sistemas core tradicionales con arquitecturas modernas. • Establecer los estándares de gobierno corporativo, así como la definición de políticas, principios y estándares técnicos institucionales. • Liderar la adopción de modelos de arquitectura de la industria financiera para estandarizar las capacidades del negocio. • Asegurar que el despliegue de las soluciones en las infraestructuras de nube corporativa sea seguro, escalable y financieramente eficiente. • Modelar y diagramar la intersección entre los procesos de negocio, los componentes de aplicaciones y la tecnología de la organización.