It Helpdesk Technician Iii- Advanced Technical Lead

TechnologyXperts is looking for an IT Help Desk Technician III / Advanced Technical Lead!

TechnologyXperts is a leading IT Managed Service Provider to small and mid-sized companies located in Northeastern Ohio and beyond. We provide Managed IT Services, IT Support & Consulting, and integrate cloud and mobile technologies for companies who have complex IT needs but are too small to warrant having a dedicated IT department.

We're looking forward to adding great new members to our team. Thanks in advance for your consideration.

This is a new position with the goal of getting things done better and faster and helping drive efficiencies throughout our service operations. You'll be focused on three types of work – client onsite service delivery, service team project delivery and general ticket coverage. You will also be scheduled to assist with larger projects on a case-by-case basis.

What kind of person are we looking for?

Cutting Edge - As an IT Managed Service Provider, we are focused on delivering the latest and greatest to our clients, while keeping their business objectives in the front of our minds. That means that we need you to know about new technologies, tools, and trends to keep our team and our clients current.

Thirsty for Knowledge - Our clients have questions, and it's important that you give them great answers! We want you to be the Wikipedia of all things business and IT (complete with excellent peer review abilities to help your teammates).

An Accomplished Juggler - You'll be juggling tickets, internal IT specialties and projects, while simultaneously avoiding nerf darts each day. We're looking for your best Matrix-like Keanu Reeves impression while you're knocking out service tickets faster than we can send new ones your way.

Calm, Cool, and Collected - You're likely to get thrown a few curve balls as a Service Technician. We need you to be able to take a deep breath, wait for the right moment, and knock them out of the park.

An Excellent Communicator - Our clients see our Service Technicians as an extension of their own team, and we need you to be able to talk to them on their terms, and have them not only understand you, but hopefully hang on your every word (and follow your lead).

So, what will I be doing every day?

Supporting Client IT Environments - You'll be fixing and training and troubleshooting and helping with all the IT needs our clients have, both remotely and onsite. The majority of these will be handled remotely, sometimes you'll have to hit the road and see our clients in person. We'll provide you with a stiped for travel and all of the necessary tools.

Customer/Client Service - This position is highly interactive with our clients and requires a great and friendly attitude. You'll be responsible for dealing with all different types of people and businesses with varying knowledge levels and decision-making abilities regarding technology.

Client Environment Expertise - Our clients will expect you know everything about everything with a power plug or RJ45 jack on it. We understand this is clearly impossible. But what you don't know, we're going to help you learn! You'll use our internal knowledge base and leverage your teammates to learn how to deal with unfamiliar setups and problems and develop the expertise our clients are looking for.

Identifying Big Picture Issues - The reason we're in business is to keep our client's IT systems optimized and supported, and to prevent their systems from blowing up. Your job will be to figure out how to not only handle the client's request and keep them happy, but to make sure that problem you're dealing with never, ever comes back. And better yet, to solve every other problem you find too (in a reasonable amount of time, of course).

Documentation - We all know that our own internal filing systems make sense. To us. But unfortunately, they make no sense to anyone else. Which is why we have a wonderful, amazing, peer-reviewed and internally created knowledge base! It's your job to create, edit, add, subtract, replace, and improve it every single day. That way when the next guy or gal has the same issue, they've got your best and brightest ideas on how to fix it all teed up and ready to go.

Continuing Education - We plan on making you learn. About a lot of stuff. All the time. Even when you don't want to. And you're going to have to get certified on it. And we'll pay you for doing it. It's a wonderful thing for someone who's looking to grow, and we won't settle for anything less than the best and brightest.

What are the requirements for this position?

Here is a list of our "must-haves" in a Service Technician:

Capable - Our hiring process is focused on your abilities, not your experience. If you think you'd be great at this job, please apply. The worst we can say is no.

Knowledgeable - If you do apply, you'll get the great pleasure of passing about 15 different tests before you're granted an interview. Well not really 15, more like 3, but it might feel like 15 by the time you're done. Make sure you brush up on your survey-monkey skills, so we can make that the taste we get of what you'll be like every day is representative of your vast knowledge.

Honest - We want the truth, and to hear it from you straight without all of the sugar coating. That's what you'll get from us, and we expect the same in return.

Hard Working - We're a company that's growing, changing and pushing the envelope every single day. We're going to expect you to work hard and focus on moving yourself forward. It'll be worth it. We promise.

Helpful - We're a team. We want you to be an integral part of it. Which means we need you to help us and we'll help you, and we'll all do it with smiles on our faces (at least most of the time).

Educated - There are a few pre-requisites for a job at TechnologyXperts. One is that you got an education that will help support your career path. For this position, it means at least an AA or Technical degree in something that's at least kind of computer or IT related. If you've got a bachelor's degree, that's even better (unless it's in General Studies). Heck, we'll even take a master's degree (although we might not be able to afford you). If you've got a PhD, then we definitely can't afford you. Sorry.

· 7+ Years Experience Required

· Previous MSP Experience is a plus

· Windows Desktop Operating Systems-, 7, 10 and 11

· Windows Server Operating Systems- Windows Server 2008r2, 2012, 2012r2, 2016, 2019, Active Directory, etc.

· Excellent Problem Solving / Troubleshooting Skills

· Microsoft Exchange 2010, 2013, 2016, 2019, Office 365

· VMWare / Hyper-V Virtualization

· Networking LAN/WAN concepts, structure and equipment

· Remote Desktop / Terminal Server Experience

· Server and Desktop Hardware Troubleshooting

· Firewalls and Network Security (WatchGuard / Aruba / Dell)

You must be able to work independently and efficiently. While we work as a team, we want someone that can catch the ball and run it to the endzone.

What do I get for all my hard work?

Good question! Here's the scoop on this position:

Money - The salary range for this position is $60K-$75K/year depending on experience. After you've completed your training, you'll be eligible for our professional development roadmap-based bonuses, which gives you the opportunity to earn additional money each year.

Time - We'd like 40 hours/week from you. It might be 45 occasionally, but not very often.

Medical - We pay 65% of your medical insurance!

Retirement - We provide a Simple IRA retirement plan, matched dollar per dollar for up to the first 4% of your salary, and you'll become eligible after 12 months of employment.

Paid holidays - You'll get paid for 8 holidays without even showing up to work! New Year’s Day, Labor Day, Memorial Day, Independence Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve and Christmas Day.

Additional PTO - You get 40 additional hours for personal time off per year -- you can use them if you're sick or for personal matters during the workday.

How do I apply?

Please submit your resume and cover letter through the job board. No phone calls or recruiters please. If you're serious about this job, please tell us "why" you're the person we're looking for. We're looking forward to learning more about you!

Thanks for taking the time to read our novel of a job posting. We hope you are as excited about this opportunity as we are!