• Serve as the first point of contact for employee support requests, providing friendly and timely Tier I and Tier II assistance via our JIRA ticketing system. • Troubleshoot and resolve common issues across Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and other SaaS applications. • Set up and manage user accounts, including provisioning, password resets, and access requests. • Escalate complex issues to senior team members with clear documentation of the problem and steps already taken. • Track, prioritize, and follow up on tickets to ensure issues are resolved and users are kept informed. • Assist with onboarding and offboarding tasks, such as account creation, software setup, access removal, and device management. • Document common issues and solutions to help build out our internal knowledge base. • Stay curious — research solutions independently and grow your technical skills over time.

• Architect end-to-end Generative AI systems by operationalizing the 7-layer AI architecture (Data Sources, Preprocessing, Model Selection, Orchestration, Inference, Integration, and Application). • Evaluate and select cutting-edge commercial (e.g., GPT-4) and open-source models, and fine-tune models for domain-specific use cases. • Establish LLMOps standards for model versioning and CI/CD. Implement foundational observability (OBS) layers using tools like Datadog, Splunk, or Prometheus to monitor system health, API latency, and basic application metrics. • Integrate AI solutions with existing APIs while enforcing core data protection measures, including Role-Based Access Control (RBAC), data encryption in transit, and basic PII (Personally Identifiable Information) masking to manage hallucinations and adversarial attacks. • Collaborate with stakeholders to map business challenges to AI solutions and establish AI governance frameworks. • Act as the primary onshore technical liaison, facilitating client workshops, requirements gathering, and translating business pain points into technical AI blueprints.

• Resolve errors and malfunctions efficiently and routinely via remote access • Prioritize, classify, and document incidents clearly in our ticketing system • Escalate tickets to the appropriate support teams when issues cannot be resolved • Manage and monitor tickets in accordance with service level agreements (SLAs) • Share knowledge and maintain documentation in the knowledge base

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.