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    Level 1 Support Specialist
    • Term: Full-time
    • Start date: ASAP
    • Duration: Permanent
    • Location: Rhode Island / Massachusetts
    • Opening date: Ongoing
    • Deadline: Ongoing

    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
    • Term: Full-time
    • Start date: ASAP
    • Duration: Permanent
    • Location: Rhode Island / Massachusetts
    • Opening date: Ongoing
    • Deadline: Ongoing

    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
    • Term: Full-time
    • Start date: ASAP
    • Duration: Permanent
    • Location: Rhode Island / Massachusetts
    • Opening date: Ongoing
    • Deadline: Ongoing

    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
    • Term: Full-time
    • Start date: ASAP
    • Duration: Permanent
    • Location: Rhode Island / Massachusetts
    • Opening date: Ongoing
    • Deadline: Ongoing

    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