Role Description The Support Practice Group of Kraft Kennedy is seeking applicants for the 2nd shift full-time position of Desktop Support Technician. The schedules are: - Monday through Friday: 4:30p to 1:30am Eastern - Wednesday through Sunday: 4:30p to 1:30am Eastern - Friday through Tuesday: 4:30p to 1:30am Eastern You must be located in one of these areas to be eligible for an interview: IL, DE, FL, GA, MA, KY, PA, MD, TN, VA, TX, VT, WA, OH, UT, SC, and NC. This position reports to a Team Leader and will work closely with co-workers, senior technical staff, and other support staff in this collaborative, highly active, engaging environment. Make a difference for our clients and grow your technical skills in the process. Responsibilities: - Provide remote support to our geographically diverse nationwide clients using industry standard remote connections, internal ticketing system, monitoring consoles, and more. - Provide on-site assistance to clients on an as-needed basis. - Assist both client end users and IT staff with a broad range of computer application problems, server issues, virtualization, SAN, networking issues, security issues, and more. - Escalate issues and interact closely with third-party vendors and other team members helping manage the resolution of complex client issues. - Initiate and perform Root Cause Analysis (RCA) on more complex client issues for one-time resolution. - Contribute to special internal facing projects, as assigned, to facilitate the growth of the Support Practice Group. - Provide regional local on-site client support, as necessary. Qualifications - Bachelor’s Degree in IT or related field or a minimum of 3 years of related work experience in lieu of a degree. - Strong customer service and communication skills. - Very organized and detail-oriented, with a high degree of accuracy and follow-up. - Strong problem-solving and technical troubleshooting skills. - Experience supporting environments with Windows Server and Exchange infrastructure is preferred. - Experience with server and network administration, software deployment, and MS Office. Document management experience preferred but not mandatory. - Some combined industry experience with Windows desktops. - Virtualization and storage experience strongly preferred. - MCSE and/or related technical certifications are strongly preferred. Benefits - Family-oriented team environment with strong emphasis on work-life balance. - Medical, dental, HSA, life, and long-term disability insurance. - 401k with company match. - Phone reimbursement. - Holidays/vacation/sick days. - Training on the latest technologies. Physical Requirements - Prolonged periods of sitting at a desk and working on a computer. Kraft Kennedy is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status, or any other characteristic protected by law.

Role Description The Support Practice Group of Kraft Kennedy is seeking applicants for the 2nd shift full-time position of Desktop Support Technician. The schedules are: - Monday through Friday: 4:30p to 1:30am Eastern - Wednesday through Sunday: 4:30p to 1:30am Eastern - Friday through Tuesday: 4:30p to 1:30am Eastern You must be located in one of these areas to be eligible for an interview: - IL - DE - FL - GA - MA - KY - PA - MD - TN - VA - TX - VT - WA - OH - UT - SC - NC The Support Practice Group is a large and growing group of diverse technical staff providing a broad range of technology support in various industry verticals as part of Kraft Kennedy’s Managed Services offering. This position reports to a Team Leader and will work closely with co-workers, senior technical staff, and other support staff in this collaborative, highly active, engaging environment. Make a difference for our clients and grow your technical skills in the process. Responsibilities - Provide remote support to our geographically diverse nationwide clients using industry standard remote connections, internal ticketing system, monitoring consoles and more. - Provide on-site assistance to clients on an as-needed basis. - Assist both client end users and IT staff with a broad range of computer application problems, server issues, virtualization, SAN, networking issues, security issues and more. - Escalate issues and interact closely with third-party vendors and other team members helping manage the resolution of complex client issues. - Initiate and perform Root Cause Analysis (RCA) on more complex client issues for one-time resolution. - Contribute to special internal facing projects, as assigned, to facilitate the growth of the Support Practice Group. - Provide regional local on-site client support, as necessary. Qualifications - Bachelor’s Degree in IT or related field or a minimum of 3 years of related work experience in lieu of a degree. - Strong customer service and communication skills. - Very organized and detail oriented, with a high degree of accuracy and follow up. - Strong problem solving and technical troubleshooting skills. - Experience supporting environments with Windows Server and Exchange infrastructure is preferred. - Experience with server and network administration, software deployment and MS Office. Document management experience preferred but not mandatory. - Some combined industry experience with Windows desktops. - Virtualization and storage experience strongly preferred. - MCSE and/or related technical certifications are strongly preferred. Benefits - Family oriented team environment with strong emphasis on work-life balance. - Medical, dental, HSA, life and long-term disability insurance. - 401k with company match. - Phone reimbursement. - Holidays/vacation/sick days. - Training on the latest technologies. Physical Requirements - Prolonged periods of sitting at a desk and working on a computer. Kraft Kennedy is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status or any other characteristic protected by law.

• Manage, troubleshoot, and optimize containerized applications and infrastructure deployed on Kubernetes, RedHat OpenShift, and OpenStack platforms. • Serve as the Subject Matter Expert (SME) for core cloud infrastructure technologies. • Prepare and conduct rigorous Root Cause Analysis (RCA) for critical incidents. • Develop, test, and maintain robust automation scripts using Python and Ansible. • Provide end-to-end Escalation, Monitoring, and Emergency (EME) support. • Liaise directly with customers team and internal teams to understand requirements and deliver tailored technical solutions. • On-call schedule is a mandatory part of this position.

• Provide system support, serving as the primary point of contact for agency, addressing their questions and providing guidance on using Penlink software • Conduct proactive health monitoring and system optimizations to prevent issues and enhance system performance • Assist to diagnose, troubleshoot, and resolve issues related to the Penlink software, ensuring minimal downtime and operational impact • Document issues and associated support activities in the Penlink CRM system (Salesforce) in a timely and thorough manner • Determine when to escalate issues to the Penlink team, providing detailed documentation on how to recreate the issue and the troubleshooting steps taken • Perform routine system administrative functions including end-user management, system configuration and change management, and the application of routine updates to software and systems, ensuring customer cloud environments are up-to-date and functioning optimally • Manage and maintain application-related systems, with an emphasis on security and performance • Maintain and monitor network components, including site-to-site VPN connections, and ensure compliance with the latest security standards and best practices. • Serve as a technical liaison between agency personnel and Penlink personnel as needed • Generate monthly reports detailing usage matrix, services rendered, and deliverables provided • Participate in regular program calls with clients to discuss ongoing needs, system updates, and support activities • Work closely with internal teams such as Development, Product Management, and Sales to communicate client feedback and contribute to the improvement of Penlink software