• Provide first-level technical support, troubleshooting, and problem resolution for Hitachi, Ltd. employees and systems. • Respond to and resolve technical support requests received via phone, email, and ticketing system. • Provide initial diagnosis and troubleshooting for hardware, software, network, and application issues. • Escalate complex or unresolved issues to appropriate senior technical staff or specialized support teams. • Document all support interactions, resolutions, and troubleshooting steps in the IT service management system. • Assist with user account management, password resets, and access control. • Provide basic guidance and training to users on common software applications and IT procedures. • Monitor IT systems and infrastructure for potential issues and proactively address them where possible. • Participate in creating and updating technical documentation and knowledge base articles.

• Prepare medical, dental and vision field quotes using Cigna rating systems • Support new and existing sales managers • Manage the RFP process, report results and meet submission turnaround times. • Ensure accuracy of information and opportunities in Salesforce.com • Timely submission of complete and accurate proposal data to Underwriting and other matrix partners • Proactive communication with internal and external customers to facilitate the RFP workflow. • Communicate effectively with Brokers to demonstrate the value that Cigna brings to the market • Develop and build relationship with matrix partners • Support New Business Managers with benefit optimization • May work on various projects within the sales office

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.