IT Support Services Consultant

We are seeking IT Extroverts to join our growing consulting group!

Our mission is to prime our Clients for progress and growth through expert consulting. We specialize in IT Turnaround for distressed IT environments, as well as provide comprehensive MSP/MSSP support. We also offer several other consultative and custom engineering services.

We are seeking a qualified, experienced Support Services Consultant to join our team. Our Support Services Consultant provides proactive monitoring, administration, and analysis of Client computer systems. You also provide reactive end user support, both remotely and in the field. You consult with users to determine functional needs and ensure that the solutions implemented are in line with Client requirements, Company policies / formulas, and industry best practices. You partner with the rest of the Support Services department to execute Support initiatives for specified Client projects. You operate in line with department procedures and target metrics, including SLA commitments. Daily use of our help desk ticketing system and monitoring platform is required.

Great candidates will be proficient in supporting Azure / AAD and M365 solutions in enterprise environments, and will possess practical knowledge of network engineering concepts for both on-prem and hybrid solutions.

Requirements:

Education & Experience

• Associate s Degree (Bachelor s Degree in Computer Science, Information Systems or closely related field preferred)
• 3+ years’ experience supporting / maintaining workstations and integrated systems in Microsoft / Windows enterprise environments (both remotely and in the field)

Technical Skills

• Support, admin, and maintenance of M365 / Office 365, Azure / AAD solutions
• Support, light-duty admin, and maintenance of: Server-class hardware, SMB Firewall, Windows Server
• Practical knowledge of OSI model / network engineering concepts.
• Experience with both standalone and corporate O365 implementations, including DNS / mail setup and general management of admin centers inside O365 (including AD sync).
• Backup and DR procedures
• Uses a ticketing system effectively
• Uses Microsoft Office Suite effectively

Other Skills & Qualifications

• Demonstrates professionalism in all aspects, particularly in relation to our Core Values: Loyalty, Honesty, Hard Work, and Innovation
• Excellent analytical reasoning skills
• Exceptional Client relationship management skills
• Able to explain benefits of technical solutions and services to both technical and non-technical individuals
• Takes initiative to resolve issues
• Able to create effective Client-facing and internal process documentation
• Exceptional and professional written communication skills, including precise attention to detail (grammar, spelling, punctuation)
• Excellent verbal communication skills
• Able to lift 50 pounds unassisted.

Screening

• Criminal background check (Federal, National, Local)
• Must be able to pass a DoD background check

Valued Skills & Qualifications (not required)

• Azure certification
• Office 365 certification
• Windows Server certification
• Microsoft Exchange
• Fortinet
• Hyper-V / VMware
• N-Able / Solarwinds and its subservices

Duties and Responsibilities

70% - Support Services

• Perform proactive analysis and administration to identify / develop system solutions.
• Partner with Clients to understand their needs.
• Provide support both remotely and in the field.
• Staff the Help Desk as scheduled and coordinate with Team Lead and the rest of the team to maintain the Support Services ticket queue.
• Follow Team Lead guidance and provide process and Client feedback.
• Follow ticket support and Client communication protocols.
• Participate in emergency pager rotation schedule to drive progress on mission critical system issues.
• Ad hoc involvement in rolling out large-scale projects, as directed and authorized.
• Document creation.

20% - Customer Experience

• Ensure a positive user experience in all possible cases.
• Leverage Team Lead as an escalation point in situations requiring additional customer service.
• Partner with Team Lead to ensure an understanding of Client temperatures.
• Target 4.90 CSat survey results.

10% - Professional Development

• Participate in Company-sponsored development activities and training to further develop your professional skills.
• Ongoing growth and development of your technical skills in line with the Company’s technology formula to implement the most effective solutions for our Clients.

Culture: We believe strongly in our four Core Values - Loyalty, Honesty, Hard Work,and Innovation. We believe that bringing together professionals who share these values helps to build a competent and cohesive team. We support one another, we learn from each other, and we work together to create an exceptional client experience. We often have fun doing it, too!

Onboarding: We provide you with direct training from one of our Consultant Team Leads to learn how we use some of our key internal tools. You will be trained on Support department policies and procedures, including education on how our various teams function. You will also be provided the opportunity to shadow our existing Representatives on the help desk before you begin to take calls on your own. And even after that, your team (and the other teams in our organization) will be there to support you with any questions you may have along the way.

Professional Development: We support the pursuit of certifications. We have premium licenses for ITpro.tv (now ACI Learning) that give you access to complete courses to prepare for common certifications. We also provide you with study time, and cover the cost of exam fees for any preapproved certifications. In addition to certifications, we provide shadowing opportunities for exposure to new skills, and often include Representatives in our projects to help grow their knowledge.

Growth Opportunities: We promote internal growth. We support your development so that you can continue to grow your knowledge, experience, and role. We believe in aligning your skills and talents with the needs of the business to create a custom career path. This is one of the reasons we have employees who have been with us for 5, 10, and even 15+ years!

Benefits: We proudly offer a competitive benefits package (including BCBS health plans with HRA options, Sunlife dental/vision/life/STD/LTD plans, critical illness, hospital indemnity, accident, legal plans, 401(k), Lifelock, and dog/cat care discount program), as well as personalized planning strategies to enhance your career path with our growing organization.

We do not provide H-1B visa sponsorship.