Service Desk Consultant Ii

Lyra Technology Group is seeking a Service Desk Consultant II for one of their operating companies, Wolf Consulting.

About Lyra…

Lyra Technology Group is a Private Equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

We made our first acquisition at the beginning of 2018. Today, we hold a controlling stake in 30 companies across the Northeast, Midwest, and Eastern Canada. Our companies employ over 500 team members, each led by its own management team.

About Wolf Consulting...

Wolf Consulting, LLC was founded in 1989 to help companies use computers and Information Technology to run their businesses more efficiently. Since then, our IT consulting business has grown. Today – more than 30 years later – the company is still going strong, and we plan to provide small businesses with IT solutions for many years to come. We are proud to say that our very first client still works with us today.

At Wolf Consulting, we have 6 core values: Professionalisms, Great Attitude, Doing The Right Thing, having a Growth Mindset, being a Team Player, culminating in operating The Wolf Way. These are values that describe our company culture, and the daily emotional and behavioral expectations of our team members – what we expect from ourselves, what we expect from our fellow team members, and what we look for in candidates for employment. They apply to how we work with each other on a daily basis, as well as with our clients, prospective clients, vendors, suppliers, and business partners.

Your work as a Service Desk Consultant II will includes several components:

1. Provide proactive and reactive remote technical support to our clients, via telephone, email, and remote control. Some examples include, but are not limited to, the following:

• Managing, installing, configuring, and troubleshooting hardware and software for servers, desktops, laptops, tablets, smartphones, printers, UPS units, firewalls, switches, and other computer systems and devices.
• Works closely with clients, WOLF staff members, hardware and software vendors, and service providers.
• Responding to monitoring alerts.
• Performing computer account maintenance including setting up computers, decommissioning computers, and migrating settings and data.
• Performing user account maintenance including adding and removing users, configuring user profiles, changing passwords, etc.
• Providing technical support to end-users for computer and network related issues.
• Managing onsite and offsite backups, spinning up virtual servers on onsite backup appliances and offsite at the data center, in both test and production scenarios.
• Performing proactive work.

2. Documenting work performed including a description of issue work performed, time worked, and any follow-up required.

3. Maintaining up-to-date client documentation.

4. Working with fellow Service Desk, Field, and Project Consultants remotely or onsite at our clients' offices, implementing projects.

5. Answering phones for inbound support calls when receptionist is not available.

6. Occasionally providing in-person support to clients visiting our office or onsite at the client's offices.

Our ideal Service Desk Consultant II has the following qualifications:

• Two-year associate's degree or four-year bachelor's degree in the field of computers, network administration or Information Technology, or equivalent experience and/or training is preferred.

• 3-5 years of hands-on experience in the support of a variety of Microsoft networks for small and mid-size businesses is preferred.

• Prior experience in a Managed Services Provider (MSP) environment and/or IT consulting experience is helpful.

• Proficiency in installing and maintaining Azure cloud-based infrastructures is helpful.

• Training with the following general technologies is helpful: Network administration; user account administration; computer account administration; security and permissions; group policies; server hardware, operating systems and software; workstation hardware, operating systems and software; virtualization; UPS units; network switches; storage appliances; backup software; email; internet and web browsers; Microsoft Office software; email and endpoint security, firewall appliances and wireless access points; remote access and smartphones; remote monitoring; management software; and ticketing software.

• The Microsoft certifications on the latest version of Windows desktop is preferred.

• Other certifications that are helpful include the Azure and/or MS365 certifications.

If this opportunity in the tech space sounds appealing to you, let's have a conversation.