• Lead and support the delivery of services to clients on time, within scope, and within budget, including assigning and managing staff and creating work products. • Serve as project manager and/or lead client projects across the country, supporting client work and deepening team knowledge. • Develop project deliverables for clients. • Lead the development and execution of enterprise architecture strategies, frameworks, and roadmaps that support organizational transformation and modernization. • Provide technical leadership and mentorship to project teams, helping ensure best practices in architecture, design, and implementation. • Stay current with emerging technology trends and evaluate their potential impact on client environments. • Support business development activities, including proposal development, client presentations, and thought leadership. • Communicate project and delivery status to our clients, team members, and other stakeholders, including the facilitation of client meetings. • Work with BerryDunn contractors to help ensure their proper delivery of project deliverables.

• Assist day-to-day with IT requests from team members, such as troubleshooting access issues, basic hardware/software questions, or help route requests to the appropriate owner • Help track weekly timesheets • Assist with monitoring client websites to help identify outages and flag concerns to the appropriate team • Help maintain internal IT and DevOps documentation, ensuring information stays current and easy to understand • Assist with monitoring alerts from security systems, escalating when necessary • Help organize, update, and document security policies and procedures • Work cross-functionally to help ensure security policies are understood and implemented consistently across the organization • Gain exposure to best practices around organizational security, risk prevention, and compliance in a real-world business environment • Step in to help wherever support is needed—whether it’s a last-minute project or lending a hand to keep things running behind the scenes • Bring a proactive, curious mindset—ask questions, offer support, and learn how teams collaborate.

• Become an expert on the LearnWorlds platform — understand its logic, its workflows, and how to adapt it to work for many different types of users • Provide friendly, thoughtful, and highly effective support across email, chat, phone, and live webinar Q&As • Diagnose problems through structured thinking and product knowledge, developing autonomy to only escalate when needed • Translate complex platform behaviors into plain language that customers understand — even if they’re not tech-savvy • Collaborate with teammates to share insights, solve problems, and flag issues • Work closely with our QA, Sales, Product Management, CSM, Training, and Software Development teams • Occasionally lead 1:1 support demos to guide users through specific setups or workflows

• The Helpdesk Technician I acts as the initial point of contact for users reporting technical issues or requesting assistance. • Provides day to day support for the implementation, troubleshooting, and maintenance of client IT systems, managing client IT system infrastructure and any process related to these systems. • Remotely troubleshoot and resolve client requests involving end-user hardware, software, and cloud services. • Provide day-to-day operational support for desktop and server operating systems (Windows, Mac, Linux), Microsoft Office 365, Azure, Teams, OneDrive, SharePoint, networking devices (firewalls, switches, wireless access points), line of business applications, on-premise and cloud backup and disaster recovery, hardware peripherals (printers, monitors, docking stations, webcams, etc.), and mobile devices/mobile device management (MAM/MDM). • Provide escalation support as necessary for Level I Helpdesk staff. • Assist with the onboarding and offboarding of clients, systems, and users. • Deploy and maintain security tools and management agents. • Maintain current notes and time entries for all requests in the helpdesk ticketing system. • Create and maintain comprehensive documentation for internal and client systems. • Work with third-party vendors to remediate issues as needed.