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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