Role Description The IT Support Specialist will help our Support Engineering team ensure that all CarbonHealth internal customers’ technology needs are met and that their IT problems are solved with impactful and educational interactions. This candidate will effectively triage and solve Carbon Health IT tickets and escalate to the appropriate parties when necessary. The perfect candidate will be efficient, detail-oriented, drive our company compliance goals, and excel at communication and organization. Additionally, this individual will be great at providing excellent customer service when triaging and addressing customer needs. Their communication will be impactful, empathetic, and consistent with the IT team workflows. Qualifications - High School Diploma or equivalent experience. - Experience in a high paced environment with independent workflows while resolving 60+ tickets on a weekly basis within an average SLA of 30 minutes to 1 hour. - Experience in assisting customers remotely via telephone, written correspondence, and video calls. - Experience in both MacOS and Windows operating systems, able to independently troubleshoot and resolve a variety of software and hardware issues for computers, tablets, printers, scanners, and other peripherals. - Understanding of password + security policies like multi-factor authentication and access management. - Able to provide thorough and detailed analysis on issues assigned to you and document your findings + troubleshooting workflows in a timely and organized manner. - Outstanding customer service and communication skillsets with proven ability to assist others in a timely manner with empathetic and impactful problem solving. Requirements - Work alongside a driven, fast paced IT Support team troubleshooting and resolving 60+ tickets on a weekly basis in order of priority and within our SLA commitments. - Assist employees remotely via written correspondence, video calls, and telecommunications all while documenting your troubleshooting and analysis of issues in a timely and concise manner. - Follow troubleshooting guides and escalation paths in a Jira ticketing system to address tickets effectively and quickly. - Provide prompt and courteous customer service in all aspects of communication with Carbon Health staff. - Assist with aspects of employee lifecycle and access management while upholding identity federation and compliance best practices. - Assist with hardware and software troubleshooting and diagnosing IT problems with Carbon Health staff directly. Nice to Have Skills - Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN as well as network troubleshooting workflows. - Experience in a wide variety of SaaS applications including (or similarly relevant) Google workspace, Okta, Atlassian Cloud, Meraki and Mosyle MDM. - Strong documentation skills for creating and maintaining knowledge base articles, how-to articles, and project outlines. - Healthcare industry background with HIPAA compliance expertise.

Role Description Everforth TopBloc is looking for a Help Desk Coordinator (non-exempt) who is passionate about working in a collaborative environment and has the ambition to be a driver for success. Qualifications - Minimum of a Bachelor’s Degree (required) - Ability to manage multiple projects and initiatives simultaneously (required) - Experience with data analytics (preferred) - Experience with ticket management tools - ServiceNow (preferred) - Advanced knowledge of Microsoft Office Suite, particularly Microsoft Excel - Passion for exceptional customer service and customer collaboration - Strong communication skills, both written and oral - Ability to interact and collaborate effectively with clients and co-workers in a positive manner that engenders confidence and trust - Good problem solver with ability to consider alternative and diverse perspectives Requirements - Intake for all Help Desk issues and ticket management - Serve as the initial point of contact for clients seeking technical assistance through ticketing system - Develop and distribute reports and analytics on ticket volume/trends - Assist in delivery of high-quality solutions internally across multiple departments - Configure and troubleshoot ticketing system issues - Act as the subject matter expert for all things ZenDesk and/or ServiceNow - Lead ZenDesk/ServiceNow Orientation for new hires - Maintain ZenDesk/ServiceNow homepage - Report breached security incidents to IT - Create/maintain department slack notifications as requested - Make configuration updates/changes to ZenDesk/ServiceNow to support evolving business needs - Maintain Help Desk internal knowledge base confluence Benefits - Fast-paced and result oriented work culture with competitive base salary - Health, Dental, Vision, Disability, and Basic Life Insurance coverage - Additional voluntary life insurance available - Paid Parental Leave & Pregnancy Related Medical Leave - Generous paid sick leave - Unlimited PTO - Monthly wellness/gym subsidy - Monthly phone subsidy - 401 (k) and ROTH retirement savings plan with matching - Employee Assistance Program - Company sponsored volunteer opportunities, LinkedIn Learning access, company and team outings - Adoption Assistance

• Help define, evolve and execute the Infrastructure & Operations strategy in alignment with Global IT and enterprise leadership • Lead multiple IT Infrastructure functions through managers, establishing organizational structure, accountability, and performance outcomes • Own and drive multi-year infrastructure roadmaps, translating business strategy into technology capabilities as well as investment priorities and skill development • Foster collaboration across geographically distributed teams, promoting a culture of innovation, accountability, and continuous improvement • Provide senior leadership with oversight of IT Infrastructure operations including availability, capacity, performance, and security of global systems • Establish and govern enterprise-wide KPIs and SLAs • Drive cloud financial management (FinOps) and data center cost efficiency initiatives

• Stand up and manage a comprehensive help desk supporting EHR implementation and sustainment activities • Design and implement operational processes, technical workflows, and tiered support structures • Establish and maintain issue resolution, triage, and escalation protocols • Develop and oversee Service Level Agreements (SLAs), response times, and quality metrics • Lead workforce planning, staffing models, and scheduling to ensure adequate coverage • Implement knowledge management systems and training programs for help desk personnel • Build and maintain business continuity and disaster recovery plans • Conduct quality assurance reviews and implement continuous improvement measures • Address changes to project scope, schedules, and methodologies; document and assess proposed modifications • Prepare change documentation for presentation to client leadership to support informed decision-making • Create detailed project plans for help desk operations and supporting technologies • Collaborate with cross-functional teams to ensure integrated planning and coordinated implementation • Monitor project timelines, deliverables, risks, and dependencies • Work closely with program leadership, technical teams, and operational stakeholders • Develop and deliver executive-level presentations, reporting on progress, performance, risks, and recommendations • Maintain alignment across diverse stakeholder groups, ensuring clarity and shared expectations • Develop dashboards and operational reporting to evaluate help desk performance • Track SLA compliance, ticket trends, issue resolution times, and quality indicators • Utilize tools and methodologies for issue management, monitoring, and reporting