• Lead, mentor, and develop a global IT support team delivering end-user support across multiple regions and time zones. • Manage daily service desk operations including incident management, service requests, escalations, SLA -performance, and ticket queues. • Ensure tickets are accurately categorized, prioritized, assigned, and resolved in a timely manner. • Monitor support metrics, ticket trends, recurring incidents, and team performance to identify root causes, reduce ticket volumes, improve user experience, and drive continuously improve service improvement. • Drive operational excellence through strong process management, documentation standards, service delivery best practices, accountability, and continuous improvement. • Manage onboarding/offboarding, vendor management, procurement and hardware lifecycle management, access provisioning, endpoint management, and end-user support operations. • Drive continuous improvement through workflow optimization, self-service capabilities, automation, and AI-driven support solutions that improve operational efficiency and reduce manual effort. • Ensure compliance with established operational controls, audit requirements, and service management standards. • Manage critical incidents, executive escalations, and cross-functional communication during high-impact service disruptions. • Partner cross-functional with infrastructure, security, HR, legal, procurement, and business teams to resolve issues and improve support operations. • Support operational integration and process standardization initiatives related to mergers, acquisitions, and platform consolidations.

• Lead and manage end-to-end fiber infrastructure projects, ensuring they are delivered on time, within scope, and within budget. • Manage projects related to fiber infrastructure, such as OSP fiber construction, including trenching, conduit, vaults, and splicing operations. • Review and interpret detailed engineering drawings, including HLDs, LLDs, splice diagrams, redlines, and as-builts. • Develop and maintain detailed project plans, including schedules, milestones, budgets, and resource allocation. • Implement deployment strategies using an iterative approach to ensure smooth transitions and minimize disruptions. • Coordinate cross-functional teams, including technical staff, vendors, and stakeholders, to ensure project success. • Serve as the primary point of contact for all project-related communications, updates, and reporting. • Monitor and mitigate project risks and issues, escalating as necessary to ensure successful outcomes. • Drive adoption of best practices in project management methodologies, balancing waterfall and agile approaches based on project needs. • Ensure compliance with organizational policies, standards, and regulatory requirements. • Provide mentorship and guidance to junior project managers and team members. • Conduct site visits as needed across utility and infrastructure locations to assess project needs, validate field conditions, and ensure alignment between design requirements and actual site constraints. This role requires driving to job sites as part of normal project duties. • Other duties as required.

Role Description The Information Technology Department provides technology tools and support to all employees of Alerus. As part of the IT Enterprise team, the Provisioning Specialist is responsible for provisioning users with the appropriate level of access to company software applications, systems, and equipment. This role requires strong technical knowledge of enterprise IT systems, access management practices, and end-user technology support. The Provisioning Specialist must be highly organized, detail-oriented, self-motivated, and able to prioritize multiple requests while working effectively both independently and within a team environment. - Create and maintain user credentials for applicable company software applications and systems. - Provision, modify, and remove user access in accordance with approved requests, established procedures, and employment status changes. - Document provisioning processes, access requirements, and application-specific procedures to support consistency and audit readiness. - Perform access termination activities upon notice of employment termination or role change. - Conduct routine reviews of user permissions, provisioning policies, and related procedures to validate adherence to standards. - Assist internal users and support teams with access-related issues and troubleshooting. - Provision computers with required software and validate that standard software images remain current. - Assist with hardware provisioning for new employees and role changes. - Support user acceptance testing for system enhancements, new product releases, and access-related changes as needed. - Thorough documentation of user provisioning process for all applications and systems. - Administration duties related to termination of company system access upon notice of employment termination. - Perform routine audits on user permissions, provisioning policies, and procedures to ensure adherence to said policies and procedures are met regarding new user provisioning and de-provisioning. - Assist support team with access related issues reported by internal users. Qualifications - Completion of a four-year IT or technical degree in system administration or a related field, or equivalent professional experience, required. - Strong technical knowledge of server operating systems, file share permissions, NTFS permissions, and user access rights. - Two or more years of experience performing server administration or user provisioning functions in a LAN/WAN environment preferred. - Experience performing access management and account provisioning duties in production and development technology environments preferred. - Ability to adapt to change in a fast-paced environment. - Flexibility with schedule as needed for system maintenance or business support needs. - Excellent written and verbal communication skills. - Strong interpersonal skills and a collaborative, team-oriented work style. - High level of self-motivation, organization, and attention to detail. - Ability to determine appropriate actions, prioritize work, and meet deadlines. - Familiarity with technology and access management best practices. Benefits - Competitive compensation including base salary, bonus and/or incentive opportunities. - Comprehensive benefits package providing a wide range of health and well-being benefits, including medical, dental, vision, life and long-term disability insurance; and 401(k) and ESOP for retirement savings. - Generous paid time off programs such as flexible time off, company-paid holidays, parental and bereavement leave. - Learning and development resources for personal and professional career development, and advancement opportunities. - Access to financial experts for guidance, financial wellness tools, and discounts on Alerus products and services. - Support for the communities we live in through paid volunteer time and a company donation match opportunity. Work Environment Work is typically performed in an office setting or remote work environment. The employee is regularly required to sit for extended periods of time and use standard office equipment. The employee must occasionally lift or move equipment and materials up to 50 pounds.

• Provides first-level support to Clinical Trials personnel via phone, email, and chat • Processes and provides first level support for technical assistance • Communicates with end users to clarify and define requirements • Resolves various routine problems and escalates complex issues