Role Description A Child Learning Education Company is hiring a 100% Remote Tier 1 IT Helpdesk Technician to join the team for a great opportunity! - Will be supporting the App Support Team to assist with Password Resets and Workday. - Collaborative – working with the customer they are supporting and the business partner so lots of communication. - The queues that this team takes are incoming calls for ticket ques, password resets in active directory and some proprietary software for biller and family management in the centers. - This person will be the primary source of technology assistance. - Calls include - Password resets, network troubleshooting, anything all the way up to computer replacement. - Utilize ServiceNow. Qualifications - Must be open for any 8 hour shift between 5am to 5pm PST (8am to 8pm EST) - 1-2+ years of previous tier 1 level helpdesk experience - A+ or Google IT Certificate is a plus - ServiceNow & Active Directory experience is preferred - Previous remote experience is preferred - Experience working in a collaborative environment in a diverse group of people - Must have a high school diploma or equivalent Requirements - This is a Contract position based out of Louisville, KY. - The pay range for this position is $20.00 - $20.00/hr. 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 Jul 23, 2026.

Role Description The Helpdesk Technician I (HTI) serves as the first point of contact for employees seeking technical assistance. This role provides frontline technical support, resolves routine hardware, software, and account issues, and appropriately escalates complex incidents to other members of the IT team. The Helpdesk Technician I is responsible for delivering timely, professional customer service while supporting the organization's technology environment. This position reports to the Assistant IT Director. Typical Duties: - Process Service Requests to resolution or escalate to other IT Team members using Freshservice within required timelines - Record events/problems and their resolution in Freshservice - Document all end user communication in Freshservice - Answer queries on basic technical issues and offer advice to solve them - Provide helpdesk and technical support either by phone or remote access - Respond to IT issues; hardware maintenance, software, networking, etc. within required timelines - Assist in troubleshooting for system errors - Assist with the implementation and support of new software and features - Identify and suggest possible improvements on procedures - Support and administration of all IT related systems and databases - May have inadvertent access to PHI in the course of performing IT support and administration functions - Detailed Standards and Expectations are listed in the Helpdesk Standards document, provided at time of employment - Performs other duties as requested This position will require excellent communication and time management skills; the ability to hold several ongoing projects and tasks in varying degrees of priority; awareness of the channels of escalation and when to consult. Work will vary from long-term projects to quick and effective tasking. The ability to both work independently and in collaboration with others, as well as comfort with ambiguity will serve this position well. Qualifications - High school degree or equivalent; bachelor’s degree in computer science, information systems, or behavioral health related field preferred - Proven experience as a help desk technician or other customer support role - Tech savvy with working knowledge of office automation products, databases and remote control - Good understanding of computer systems, mobile devices and other tech products - Ability to diagnose and resolve basic technical issues - Excellent written and verbal communication skills Company Description Protocall Services Inc. is an Equal Opportunity Employer. We believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all of the other fascinating characteristics that make us different.

• Lead and scale AI adoption across all technology teams at Risepoint. • Establish engineering best practices, operating models, and delivery frameworks for AI and machine learning initiatives. • Oversee the design, development, deployment, and lifecycle management of Agentic AI, Generative AI, and intelligent automation solutions. • Drive technical excellence in AI application development, model integration, orchestration frameworks, evaluation, observability, and governance. • Define and execute the enterprise-wide AI strategy, driving the adoption and integration of AI across technology, operations, and business functions. • Partner with executive leadership and cross-functional stakeholders to identify, prioritize, and scale high-impact AI initiatives that improve operational efficiency, customer experience, employee productivity, and business outcomes. • Lead the development and implementation of AI governance, architecture standards, risk management frameworks, and responsible AI practices to ensure scalable and sustainable adoption. • Collaborate across Product, Operations, Marketing, Finance, HR, and other business units to embed AI capabilities into core business processes, workflows, and customer-facing solutions. • Serve as a strategic advisor and thought leader on emerging AI technologies, translating complex technical concepts into clear business value and executive-level recommendations. • Champion organizational change management, workforce enablement, and AI literacy initiatives to accelerate enterprise-wide adoption and maximize value realization. • Own and evolve the company's enterprise architecture strategy, ensuring alignment with business objectives and growth plans. • Establish architecture principles, standards, and governance processes across applications, data, integrations, infrastructure, and AI platforms. • Create scalable technology roadmaps that support innovation while maintaining operational excellence and security. • Ensure interoperability, scalability, reliability, and maintainability across the enterprise technology landscape. • Lead technology due diligence and integration planning for mergers, acquisitions, and strategic partnerships. • Develop and execute post-M&A technology integration strategies, including systems consolidation, data migration, application rationalization, and architecture alignment. • Partner with business leaders to accelerate value realization from acquisitions while minimizing operational disruption. • Establish repeatable integration frameworks and playbooks to support future M&A activity.

• The Remote Support Specialist’s primary responsibilities are technical support and customer service • Support Specialists ensure end users can accomplish business and education tasks by helping them resolve technical issues • Support Specialists receive, prioritize, document, and ultimately resolve end user computer related help requests via Phone and Chat Queues • Problem resolution may involve the use of diagnostic and help request tracking tools, remote troubleshooting, and/or software installation • Support specialists coordinate with other IT departments to ensure that reported issues are being resolved