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Level 1 Support Specialist
Job responsibilities
- Perform intake and triage of all client helpdesk requests
- Create and manage tickets related to client helpdesk requests
- Assist clients with installation, configuration and ongoing usability of system hardware and software
- Verify functionality of hardware and software components
- Troubleshoot hardware and software issues in person, remotely and via phone
- Conduct daily maintenance operations of client networks, including data backup and antivirus scanning
- Work with Level 2 Support when necessary to escalate tickets that are outside of Level 1 Support’s scope
- Work with Project Managers as necessary to assist with the completion of applicable project tasks
Required qualification
- Associate’s or Bachelor’s degree in related field a plus, but not required
- Industry certifications and memberships a plus, but not required
- Excellent communication and team working skills
- Ability to meet deadlines and manage stress effectively in high-pressure situations
- Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience
- Strong sense of discretion and confidentiality required
Level 2 Support Specialist
Job responsibilities
- Assess client infrastructure on a regular basis to ensure it continues to meet necessary demands
- Manage daily operations of the Level 1 Support Specialists
- Develop new strategies and IT procedures to increase efficiency, enhance workflow and improve customer satisfaction
- Coordinate the needs of clients, vendors and contractors
- Protect customer data from outside infiltration through encryption, secure data storage and other necessary means
- Assist with the installation of new hardware and software and help train employees on its use
- Manage and oversee departmental quotas
- Offer suggestions for possible upgrades and changes towards in-house hardware and software
- Work with Level 1 Support as necessary to facilitate helpdesk ticket escalation
Required qualification
- Associate’s or Bachelor’s degree in Information Technology, Computer Science or related field a plus, but not required
- 3+ years’ experience in computer networks and systems maintenance
- 2+ years’ experience on current network operating systems
- Industry certifications and memberships a plus
- Excellent IT, communication, leadership and management skills
- Engage with Level 1 Support and clients on a daily basis and manage client expectations
- Ability to fill multiple roles simultaneously
- Proven track record of maintaining IT structural integrity
Project Manager
Job responsibilities
- Provide technology strategy planning
- Integrate information technologies into the company for optimal effectiveness
- Understand current and future business goals and ongoing IT issues to ensure business success
- Develop a renewal and upgrade schedule for company software programs and
- Ensure that employees are following computer use policies, information security and privacy
- Participate in recruitment, orientation and ongoing training of new IT staff
- Supervise and direct IT personnel
Required qualification
- Associate’s or Bachelor’s degree in Computer Science, Information Technology or related field
- 6+ years’ experience as an IT professional
- 2+ years’ supervisory experience in an IT Department
- In-depth knowledge of VMWare, Microsoft Windows, Google Apps administration, network administration and service desk administration
- Excellent written and verbal communication skills
- Able to clearly communicate technical concepts to both technical and non-technical audiences
Account Manager
Job responsibilities
- Manage a minimum of 25 accounts (with a maximum of 50) at any given time
- Meet monthly and quarterly quotas while maintaining a high level of customer satisfaction
- Develop and oversee customer retention campaigns
- Acquire prospects and develop into customers
- Participate in and improve upon in-house brand promotions
- Engage with minimum 10 customers per day via live contact and follow up with all prospects within two days
- Learn and recognize client goals and engage with customers who require innovative ways to fulfill their technology objectives that fits their budget
Required qualification
- Associate’s or Bachelor’s degree in related field a plus, but not required
- 1+ years experience in account management
- 2+ years experience in a related technology field
- Advanced problem resolution skills and communication abilities
- Excellent word processing and spreadsheet skills
- Ability to anticipate customers’ needs and match them with appropriate products and services
- Comfortable working under pressure in a fast-paced environment
- Sales-oriented professional who values productivity and customer engagement
