Job Description
Job Description
We are looking for a detail-oriented, experienced professional with supervisory skills to join our growing technical team. This is an in-person role and is not currently eligible for remote or work-from-home arrangements.
The Role:
We are expanding and seeking a self-motivated, organized individual with a proven ability to: troubleshoot technical issues, juggle multiple priorities, and maintain a high level of accuracy. Performance will be evaluated based on customer satisfaction, quality of work, response accuracy, and attention to detail.
This role requires frequent interaction with customers via written email responses as well as telephone or video calls. The ideal candidate must be able to communicate clearly, professionally, and effectively in both written and verbal formats.
Additionally, the role involves interfacing with company management to deliver clear and actionable weekly, monthly, and quarterly reports on technical activity, Helpdesk performance, and customer trends. The candidate should also be able to evaluate current processes and procedures and provide objective, data-driven recommendations for operational improvements.
You will also be exposed to a wide range of technologies and be responsible for configuring, troubleshooting, and maintaining systems such as PBX platforms, security cameras, switches, firewalls, secure WiFi, servers, and more.
Responsibilities:
- Daily technical tasks and customer support
- Take ownership of Helpdesk requests and ensure they are resolved accurately and efficiently
- Communicate with customers through email, phone, and video in a professional and helpful manner
- Configure and maintain a variety of systems (PBX, cameras, PCs, firewalls, etc.)
- Perform routine updates, patches, and maintenance
- Prioritize and track open issues, ensuring timely resolution and escalation if needed
- Compile and submit weekly, monthly, and quarterly reports to management
- Analyze existing technical support processes and provide objective recommendations for improvement
- Contribute to continuous improvement of technical documentation and procedures
Essential Skills:
- Strong attention to detail and ability to multi-task without sacrificing accuracy
- General networking and Windows troubleshooting skills
- Professional-level written and verbal communication skills
- Ability to install and support IT equipment efficiently and safely
- Strong interpersonal and customer service skills
- Time management and prioritization capabilities
- Ability to interact effectively with management and communicate technical data clearly
- Analytical thinking and process improvement mindset
- Self-motivated with a desire to learn and grow
What’s In IT For You?
- Family-owned company with a supportive and growth-oriented environment
- Competitive salary: $55,000.00 - $66,000.00 per year
- 3 weeks of PTO
- 401(k) with company match
- Comprehensive health, dental, and vision insurance
- Education & certification reimbursement program
- Career growth with exposure to diverse technologies
Desired Technical Background:
- 3+ years in a related technical role
- 2+ years of enterprise Windows environment experience
- Familiarity with Active Directory and cybersecurity best practices
Requirements:
- Valid driver’s license and clean DMV record
- High school diploma or equivalent
- Authorized to work in the U.S.
- Able to pass background checks and drug screening
- Experience in a school or public-sector environment a plus
- Strong documentation and communication with leadership
- At least one of the following certifications:
CompTIA Security+, Network+, or Server+
Microsoft AZ-800 / AZ-801
Microsoft 365 Teams Admin (MS-700)
- At least one of the following Workplace experience:
Watchguard Firewall Administration
Sonicwall Firewall Administration
Fortinet Firewall Administration
- 2+ years technical experience in an MSP role, or configuring and maintaining VOIP Telephony platforms.
Bonus Points For:
- Workplace experience with Microsoft Teams Telephony, RingCentral, Dialpad, 8X8, or SIP/VoIP systems
- Experience with Linux (preferably RHEL) and Bash scripting
- Familiarity with web or script languages (Python, PHP, HTML, JavaScript)
- 2+ Years of Supervisory or Team Lead Experience