• Monitor and resolve tickets in the helpdesk queue with accuracy and urgency. • Prepare laptops, peripherals, accounts, and access for new employees. • Configure hardware, install required applications, and ensure proper connectivity. • Enroll, manage, and troubleshoot devices using mobile device management (MDM) platforms such as Intune or Google Workspace. • Install, configure, update, and troubleshoot business applications and endpoint software. • Develop and maintain clear, accurate documentation for processes, troubleshooting steps, onboarding, and system usage. • Support Microsoft 365 environments. • Support Google Workspace applications including Gmail, Drive, Meet, and Calendar. • Diagnose and resolve hardware, software, networking, and account issues. • Deliver empathetic, clear, and solution-focused customer service. • Collaborate with IT team members to escalate issues and improve processes. • Coordinate shipment, return, tracking, and inventory management of company hardware assets. • Deploy and manage operating system, application, and security updates on endpoint devices. • Participate in daily standups with an agile team.

• Operate as the central point of contact for IT application questions and technical solutions relating to Cell Health product lines. • Provide technical and application support to customers, sales teams, and service organizations. • Visit customer laboratories and collaborate directly with customer IT teams to understand technical requirements and challenges. • Train sales and service teams on relevant IT concepts, product requirements, and customer workflows.

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