Role Description We are hiring a Remote IT Support Specialist to help our students and parents navigate any technical issues they encounter with our devices, learning platforms, and connected tools. You will be the first point of contact when something is not working, and you will guide families to a resolution quickly, clearly, and professionally. - First-Line Family Support: Serve as the primary contact for students and parents experiencing technical issues, responding quickly through email, chat, ticketing, and phone when needed. - Troubleshoot Device Issues: Diagnose and resolve laptop and tablet issues, including login problems, software errors, connectivity issues, and basic hardware questions, guiding families through fixes step by step. - Support Learning Platforms: Help students and parents navigate our learning platforms and connected tools, including account access, common errors, and everyday how-to questions. - Escalate When Needed: Identify the small number of issues that require hardware repair, deeper investigation, or leadership involvement, and escalate them cleanly with all the context the next person needs. - Maintain Support Documentation: Keep our internal knowledge base and family-facing help articles current so common issues can be resolved even faster over time. - Track and Report on Support Volume: Log every ticket accurately, watch for recurring issues, and share weekly reporting on volume, resolution time, and top themes with leadership. Qualifications - 4+ years supporting non-technical users, ideally in a school, education, consumer, or service environment. - Strong Customer Service Orientation: Communicate patiently and clearly with students and parents, especially in stressful moments. - Clear Written Communication: Ability to write warm, precise, and easy-to-follow support responses. - Troubleshooting Skills: Practical experience diagnosing common device, software, connectivity, and account issues across Mac, Windows, iOS, and Chromebook. - Weekend Availability: Willing and able to work a schedule that includes weekend coverage. - AI Forward: Familiarity with AI tools such as Perplexity Computer is a plus. - Reliable Home Setup: Quiet workspace, strong internet, and a working webcam and microphone. - Location: Remote (U.S. only). U.S. work authorization required. Bonus Points - K-12 or 1:1 Device Program Experience: Prior experience supporting student device programs or families in an education setting. - Help Desk or Ticketing Platform Experience: Hands-on experience with tools such as Zendesk, Freshdesk, HubSpot Service Hub, or a comparable platform. - Bilingual (English/Spanish): Ability to support Spanish-speaking families. - Certifications: CompTIA A+, Google Workspace Administrator, Apple Certified Support Professional, or comparable certifications.

• Be responsible for maintaining, upgrading, and building the IT systems and devices that power Forward’s business. • Lead and manage day-to-day IT operations, including support services and system administrators • Create, run, and manage operational processes to allow the IT team to scale • Formulate, articulate, and socialize a strong vision for growth of the IT function • Own IT information systems including Google Workspaces • Assist team in managing MacOS, ChromeOS, and Windows endpoints • Supervise and mentor direct reports • Define operational metrics for your teams and hold individuals accountable to those goals • Lead large-scale IT projects and hold direct reports responsible for project delivery • Create and implement a unified customer communications strategy, including SMS, call center, email • Manage onboarding and offboarding, including rolling out zero-touch laptop deployments • Negotiate vendor contracts and renewals. Own key vendor relationships. • Continuously improve the technology in our 3 offices, including networking, teleconferencing, card access, cameras • Handle AV for large company events • Create and maintain key partnerships with global stakeholders • Expand support to a 12x5 model • Consolidate management of business information systems from non-technical departments • Ensure that cybersecurity requirements are implemented across systems and devices to protect company assets and meet compliance requirements • Travel internationally twice a year

Role Description The Helpdesk provides phone and email support, advice, and guidance to frontline agents and other company employees. The Helpdesk seeks out solutions using published material, judgment, and, when necessary, by channeling complex problems to the appropriate subject matter experts. The Helpdesk offers support in many areas, including (but not limited to) the following: - Amadeus PSS commands - Reservations and Check-In procedures - Company policies (e.g. pet transport, UNAM, etc.) - Security Policies (e.g. firearms transport, FAM travel, Secure Flight, etc.) - FLIFO, World Tracer and other technology tools - IT Support (e.g. website access, email, printer & general computer issues) - Revenue Integrity (TTY, Dupe bookings, etc.) The Helpdesk is expected to log and document all help requests. In addition, Helpdesk agents will be trained regularly in related areas in order to offer the best support to company employees. Qualifications - Excellent Amadeus PSS skills - Station or Reservations background with a strong knowledge of company procedures, Cape Air philosophy, and the customer experience - Understanding of airport functions (e.g. FLIFO, World Tracer), security, the Cessna 402, Britten Norman Islander, and Tecnam P2012 - Proficient technology/computer skills - Excellent oral and written communication skills - Able to learn and master new skills quickly - Well organized and able to prioritize workload - Able to quickly reference source material to answer questions - Able to stay focused and calm in all situations - Able to communicate effectively with employees in all situations, including those where employee is under stress or in a time-sensitive situation - Demonstrated ability to assist peers - Patient, enthusiastic and positive attitude - Demonstrates the values of our mission and vision: kindness, respect, teamwork and the spirit of MOCHAHAGoTDI! Requirements - Provide first-level contact and problem resolution for all users with software application & hardware problems via phone, email or in person - Maintain proficiency with the responsibilities of reservations and airport agents - Perform testing and offer feedback on existing programs, new versions of these programs and new functionality within existing or new distribution channels - Provide accurate and timely logging of problems and resolution for problems into helpdesk ticket management system - Elevate calls/emails that cannot be answered at initial request or urgent matters affecting the operation pursuant to the Help Desk Escalation Process - As time allows, review PNRs to ensure passengers are check-in ready - Assist with maintaining the department’s reference materials - Reinforce training when assisting employees - Support and encourage frontline agents to prevent customer service failures - Participate in additional/regular training sessions to maintain subject matter knowledge - Additional duties assigned

• Standardisierung, Entwicklung und Automatisierung von IT-Operations-Prozessen inCloud-Only-Umfeld • Planung, Implementierung und Betrieb komplexer Microsoft-365- und Azure-Konfigurationen – inklusive SSO/IdP, MFA, RBAC und Access Reviews • Verantwortung für Incident-, Problem- und Change-Management nach ITIL-Grundsätzen mit SLA-Fokus • Bearbeitung von IT-Security-Vorfällen und Übernahme von Incident Response • Unterstützung beim Audit der Informationssicherheit-Zertifizierung gemäß ISO 27001 • Entwicklung des UEM/MDM-Setups mit Intune für Windows, iOS und macOS