• Own and manage relationships with external IT service providers. • Define service expectations, scope, and priorities in alignment with business needs. • Monitor service delivery, performance, and adherence to agreed SLAs and KPIs. • Oversee the organization’s IT infrastructure landscape, including: Cloud environments (servers and virtual machines) Data backup and recovery systems Network architecture and connectivity across all office locations Website hosting and related services • Ensure alignment of IT services and infrastructure with overall IT architecture and operational standards. • Act as the central coordination point for all IT-related requests and activities. • Own and manage the IT workplace ecosystem, ensuring a seamless end-user experience. • Manage the full IT asset lifecycle, including: Procurement Deployment and configuration Maintenance and replacement Decommissioning and disposal • Oversee end-user hardware, including laptops, mobile devices, and peripheral equipment. • Coordinate device-related onboarding and offboarding processes for employees. • Ensure standardization, cost efficiency, and user satisfaction across the workplace environment. • Own, maintain, and enforce the Acceptable Use Policy (AUP). • Own and maintain a centralized and accurate hardware and software asset register. • Ensure transparency of: Asset inventory Ownership and allocation Lifecycle status and associated costs • Establish and maintain standards for asset tracking, documentation, and governance. • Align asset data with financial tracking, procurement records, and operational usage. • Own and manage software procurement processes and policies. • Ensure software acquisitions follow standardized workflows and approval processes. • Oversee software lifecycle and license management, including: License allocation and tracking Usage monitoring and optimization Renewal and termination management • Ensure software usage remains aligned with internal governance and compliance requirements. • Continuously review the software portfolio to identify cost optimization opportunities and eliminate redundant or unused licenses. • Ensure IT assets, software, and infrastructure are operated in accordance with applicable governance frameworks and organizational policies. • Coordinate required reviews related to data protection, cybersecurity, and IT security requirements. • Collaborate closely with the Data Protection Officer (DPO) and Information Security Officer to ensure effective implementation of security and compliance requirements within IT operations. • Manage IT vendors, contracts, and service agreements throughout their lifecycle. • Drive IT cost transparency and optimization, including: Budget planning and tracking Identification of cost-saving opportunities • Provide operational visibility and reporting on IT assets, services, vendors, and associated costs to support informed business decisions.

• Understand Business Operations • Collaborate with cross-functional teams on requirements • Develop, Test and Maintain software applications • Work with DB2/400 and SQL for database management and optimization • Handle batch jobs, job scheduling, resolve defects and debugging • Improve Efficiency & Productivity • Data Management & Reporting • System Integration

• Serve as the escalation point of contact for customers seeking technical assistance via phone or email. • Perform remote troubleshooting through diagnostic techniques and pertinent questions • Determine best solution based upon the issue and details provide by customers • Walk the customer through the problem-solving process • Escalate unresolved issues to the next level of support when needed • Provide accurate information on IT products or services • Record events and problems and their resolution in ticketing system • Manages client tickets and using team resources to ensure client satisfaction and ticket metrics are achieved • Represent company professionally to all interested parties including customers, prospects, and outside vendor partners • Adherence and commitment to company Core Values • Process oriented, with great attention to detail • Other duties assigned

Role Description The Level 1 Help Desk Technician provides first-line support to end-users experiencing technical issues. This role involves troubleshooting hardware and software problems, resolving basic IT issues, and escalating more complex problems to higher-level support teams as needed. - Respond to and resolve a high volume of initial IT support requests via phone, email, or chat, including password resets, software installations, and hardware troubleshooting - Diagnose and resolve basic hardware and software issues, including operating system problems, connectivity issues, and user account management - Contribute to and utilize the internal knowledge base for common issues and solutions and provide feedback for improvement - Create, update, and close support tickets in the IT ticketing systems, ensuring accurate documentation of all issues and resolutions - Provide excellent customer service, maintaining a positive and professional attitude while assisting users with their technical issues - Strong problem-solving skills and attention to detail including multi-tasking - Effectively troubleshoot and resolve customer complaints or concerns while maintaining a positive attitude - Meet or exceed performance metrics including call handling time, quality assurance, and other metrics as assigned Qualifications - 6 weeks training – Missing more than 1 day can lead to a drop in the program (internally, will review on a case by case basis) - First 30 days on the floor – first out for any reason will lead to a final warning with or without a doctor’s note. Providing a note will count as one instance instead of multiple days of absence (consider this one pass in the first 30 days) - Planned days off, in advance, would need approval - Second time out while on a warning can lead to a drop (unless there is an extenuating circumstance that can be explained and documented; will be considered on a case by case basis) - NCNS will most likely be a drop and is not tolerated due to lack of communication and following policy - After 30 days we will start to measure attendance compliance. This score cannot reach below 92.5%, meaning you must be at work 92% of the time Requirements - This is a Contract position based out of Raleigh, NC - The pay range for this position is $15.50 - $15.50/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) Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Jul 29, 2026.