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Job Description:

An IT Help Desk Engineer is responsible for remote and on-site support needs for our managed services customers. This relates to all technology, including: workstations, servers, cloud services of all types, printers, networks, and vendor specific hardware and software. Working with senior technical colleagues and account managers to handle ad-hoc escalation requests, facilitate planned ongoing maintenance, and assist with improvements projects.

 

Opportunity:

Work for a growing Managed IT Services company operating in the Greater Seattle & Greater Austin areas. Support the core network of small to midsized firms leveraging Microsoft local and cloud applications. Be part of a company that allows you exposure to a variety of different challenging issues on a daily basis. Maintain control of your work life balance in a flexible environment that values and rewards both personal and professional success. Receive an extremely competitive benefits structure for your hard work and dedication to the role. Opportunity for pay growth as your career develops and upward mobility as the company continues to grow and scale.

 

Basic Functions:

• IT support relating to issues with client core business applications and operating systems.
• IT support services for Microsoft related technologies: Windows Server, Exchange, SharePoint, Microsoft 365, Teams/Phone System, Azure, etc.
• Support backup and disaster recovery solutions, especially initiating restores.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Basic remote access solution implementation and support: VPN, Terminal Services,Windows 365, Azure WVD, ConnectWise Control.
• Monitor help desk and remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
• Document maintenance for all computer systems and network infrastructure.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.

 

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Work with the dispatch to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
• Escalate service requests that require more senior levels of support.
• Responsible for entering time and expenses as they occur.
• Understand processes by completing assigned training materials.
• Enter all work on service tickets.

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Advanced understanding of Microsoft operating systems, common business applications, printing systems, and network systems. Interpersonal skills: such as video & telephony skills, communication skills, active listening and customer-care. Diagnosis skills of technical issues. Ability to multi-task and adapt to changes quickly. Technical awareness: ability to match resources to technical issues appropriately. Service awareness of all organization’s key IT services for which support is being provided. Understanding of support tools, techniques, and how technology is used to provide services. Typing skills to ensure quick and accurate entry of service request details. Self-motivated with the ability to work in a fast-moving environment.

Educational/Vocational/Previous Experience Recommendations:

3 years minimum previous help desk, service desk, desktop support, network admin, field service or other related experience and/or relevant education. Professional IT certifications preferred but not required, such as: Microsoft general certifications, Cisco, CompTIA, ConnectWise CCPA, LabTech LTCP, Microsoft 365 or Azure. AA/AS, ideally in computer science or a related field, preferred but not required.

Only local candidates need apply.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

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Job Description:

An IT System Engineer is a strategic technical position. This position is responsible for maintaining the design and integrity of customer’s software systems, coordinating complex projects, and implementing software solutions.  This position is responsible for maintaining deep knowledge of, ensuring accurate and up-to-date documentation of, generating recommendations for projects (hardware/software/maintenance) for, and establishing good working relationships with specific clients to whom they are assigned as Lead Engineer.  To this end they may be involved in support incident escalations for assigned clients or those where a particular skillset is needed; either assisting help desk engineers to train or otherwise help them achieve success or in taking over uncommon or complex incidents entirely.

Opportunity:

Work for a growing Managed IT Services company operating in the Greater Seattle & Greater Austin areas. Support the core network of small to midsized firms leveraging Microsoft local and cloud applications. Be part of a company that allows you exposure to a variety of different challenging issues on a daily basis. Maintain control of your work life balance in a flexible environment that values and rewards both personal and professional success. Receive an extremely competitive benefits structure for your hard work and dedication to the role.

 

Basic Functions:

• IT support relating to technical issues involving Microsoft's core business applications and operating systems, as well as virtual environments built on Microsoft Hyper-V, Azure, and VMware.
• Design, implementation, and support services for Microsoft related technologies: Windows Server, Exchange, SharePoint, etc.
• Engineer and implement system solutions for customers using technologies that meet their needs.
• Implement and support backup and disaster recovery solutions.
• Technical services and support at the network level: WAN/LAN connectivity, routers, firewalls, and security.
• Implementation, administration and support of cloud solutions for customers including Microsoft 365, Azure, and other software as a service applications.
• Support remote access solutions: VPN, RDP, Windows 365, Azure VD.
• System documentation and consulting services to include system reviews and recommendations.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.

 

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Escalate service or project issues that cannot be completed within agreed service levels.
• Business awareness: knowledge of the customer and how IT relates to their business strategy and goals.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses as they occur.
• Understand processes by completing assigned training materials.
• Work through project tickets and phases as assigned by a Project Manager.
• Enter all work as service or project tickets.
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Interpersonal skills: such as video & telephony skills, communication skills, active listening and customer-care. Diagnosis skills of technical issues. Ability to multi-task and adapt to changes quickly. Technical awareness: ability to match resources to technical issues appropriately. Service awareness of all organization’s key IT services for which support is being provided. Understanding of support tools, techniques, and how technology is used to provide IT services. Typing skills to ensure quick and accurate entry of service request details. Self-motivated with the ability to work in a fast-moving environment.

Educational/Vocational/Previous Experience Recommendations:

5 years minimum previous network administrator, IT systems engineer or IT field engineer experience and/or relevant education. Professional IT Certifications, such as: Microsoft, Cisco, CompTIA, ConnectWise CCPA, LabTech LTCP. BA/BS, preferably in computer science or a related field; MBA/MS preferred but not required.

Only local candidates need apply.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

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Job Description:

The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource.

Opportunity:

Work for a growing Managed IT Services company operating in the Greater Seattle & Greater Austin areas. Support  small to midsized firms to keep their businesses and related technology running efficiently. Be part of a company that allows you exposure to a variety of different challenging issues on a daily basis. Maintain control of your work life balance in a flexible environment that values and rewards both personal and professional success. Receive an extremely competitive benefits structure for your hard work and dedication to the role.

 

Basic Functions:

• Act as the single point of contact to the customer for all types of service requests.
• Coordination of all support groups to ensure maximum utilization of billable resources.
• Pre-process service requests as they arrive through email, manual entry, or direct customer input.
• Schedule internal and field resources using the professional services automation system.
• Monitor resource schedules to ensure prompt time entry on service requests.

 

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Improve usage and increase productivity of support resources.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Report the utilization of service & support team resources and successful completion of service requests to management.
• Responsible for entering time and expenses as they occur.
• Understand processes by completing assigned training materials.

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Basic computer and operating system knowledge. Interpersonal skills: such as video & telephony skills, communication skills, active listening and customer-care. Ability to multi-task and adapt to changes quickly. Technical awareness: ability to match resources to technical issues appropriately. Service awareness of all organization’s key services for which support is being provided. Understanding of support tools, techniques, and how technology is used to provide services. Typing skills to ensure quick and accurate entry of service request details.

Educational/Vocational/Previous Experience Recommendations:

2 years of IT or customer service experience and/or relevant education. AA/AS, preferably in computer science or a related field; BA/BS preferred but not required.

Only local candidates need apply.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

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Job Description:

The Account Manager is responsible for the full sales lifecycle as it pertains to the current customer base of the company. This position must farm active customers to up-sell products and services by developing a thorough understanding of their business needs.

Opportunity:

Work for a growing Managed IT Services company operating in the Greater Seattle & Greater Austin areas. Help small to midsized firms leverage modern technology solutions to improve their business operations and secure them from breach. Be part of a company that allows you exposure to a variety of different challenging business and technology problems on a daily basis. Maintain control of your work life balance in a flexible environment that values and rewards both personal and professional success. Receive an extremely competitive benefits structure for your hard work and dedication to the role.

 

Basic Functions:

• Work with active customers to develop a deep understanding of their needs and translate those needs into product requirements that satisfy their demands.
• Cross-selling and up-selling services and solutions to existing accounts.
• Qualify new sales opportunities for current customers.
• Receive requests for service and product details from customers and provide timely responses.
• Conduct onsite or online presentations that showcase the services and products of the company to active customers.
• Work with management to develop proposals, quotes and respond to RFP/RFI documents.
• Effectively communicate features and benefits of solutions and manage prospect expectations throughout the lifecycle of the account.
• Manage the complexity of service proposals, contracts, lease agreements and service level agreements.
• Maintain in-depth product knowledge of the service offerings of the company.
• Perform sales procedures through activities and opportunities in CRM and remain compliant with defined policies and procedures.

 

Additional Duties and Responsibilities:

• Attend weekly sales meetings and ensure sales opportunities are compliant with company policy.
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses as they occur.
• Understand processes by completing assigned training materials.

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Possess a track record of managing the customer commitment, negotiation, and closing of the sales process. Demonstrated level of success in the development of client relationships. Enjoy working with customers and external audiences. High energy and drive with good negotiation skills. Proficient with general office applications. Strong organizational, presentation, and customer service skills. Skill in preparing written communications and materials. Interpersonal skills: such as video & telephony skills, communication skills, active listening and customer-care. Ability to multi-task and adapt to changes quickly. Typing skills to ensure quick and accurate data entry.

Educational/Vocational/Previous Experience Recommendations:

3 years experience selling relevant services and products and/or relevant education. AA/AS, preferably in business, technology or marketing; BA/BS preferred but not required.

Only local candidates need apply.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

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Job Description:

The purpose of the Marketing Administrator is to support the Sales Team and Appointment Setters to increase the existing customer base for the company. The primary focus is to locate and qualify new prospects by generating interest in the company’s services and products.

 

The Ideal Candidate:

• Wants a company that truly CARES about its employees and clients.
• Loves a faster-paced, NO DRAMA workplace where office politics, gossip and negativity aren’t tolerated.
• Is extremely detail-oriented and appreciates people who take an organized, systematic approach to achieving success.
• Likes to work in a small company where your input, contributions and ideas will directly impact the company’s growth and success.
• Is a quick, self-motivated learner who wants to work for a company that will invest in your education and training.
• Enjoys having conversations with (and helping) small business owners.
• Loves building relationships with people and providing a true “Wow” experience.
• Wants a position that will offer upward earning and career advancement.

 

Primary results for success:

• To maintain 100% accuracy of the company’s databases.

• Receive requests for Service and Products – capture details needed to quote and provide timely responses.

• To meticulously follow the company’s sales process, which includes tracking and reporting on key metrics, updating records appropriately, following scripts, etc.
• Provide weekly marketing reports to the CEO of leads generated, the source of those leads, sales closed, conversion percentages
• Monitor the inbound lead cleaning and follow-up process to ensure all inbound leads are qualified, cleaned, tracked, and followed up on according to our follow-up process. (NOTE: You will not be responsible for managing the Sales Team, but you will assist the CEO in reviewing inbound leads to ensure they are followed up on as expected.)

To be a careful understudy of the Sales Team and learn all products, price points and promotions so you can assist in closing sales. This will require a detailed knowledge of all products, including sponsorship projects, webinars, speaking engagements, etc.

 

Basic Functions::

Generate lists of hot leads for appointment setters - contacts who clicked on email links, submitted landing page but did not book appointment, etc. To update all records in the company’s CRM with accurate and complete information. This will include using the dialer to record calls, keeping good records of conversations in the record itself, updating the status of leads accurately, etc. Perform data imports/modifications as needed, regularly add contacts to Drip Marketing Manager sync data between company/contact records. Continuously work on building the “Farm List” by adding NEW contacts from contracted list cleaners, trade show/event lists, purchased lists, and other sources of prospects. Work with CRM Manager & List Cleaning software’s to maintain and create lists of “sweet spot” prospects. Pull lists for Marketing Campaigns and be able to segment the data to find the desired group of contacts. Achieve and maintain a positive rapport with prospects to assist in sales process. To call and confirm appointments to reduce no-shows. Assisting in rescheduling clients who request to reschedule or cancel or who no-show for their appointment. To prepare and send the company’s sales materials to prospects that have booked a new consult. Manage the monthly production of the company’s Print Newsletter. Manage the monthly production of the company’s Tech Tip Postcards. Communicate and report sales forecasts to the Sales Team.

 

Additional Duties and Responsibilities:

• Attend weekly sales meetings and ensure sales opportunities are compliant with company policy
• To assist in the staffing of our events; this may include working the product table or the registration desk, customer service and assisting in the production of the event
• Create documentation on internal processes and procedures
• Responsible for entering time and expenses as they occur
• Understand processes by completing assigned training materials

 

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be based in in the Seattle Area, and be a US citizen.
• Proficient with general office applications.
• Enjoy working with customers and external audiences.
• High energy and drive with good communication skills.
• Strong organizational, presentation, and customer service skills.
• Skill in preparing written communications and materials.
• Interpersonal skills: such as telephone skills, communication skills, active listening, and customer-care.
• Ability to multi-task and adapt to changes quickly.
• Typing skills to ensure quick and accurate data entry.
• Self-motivated with the ability to work in a fast-moving environment.

 

Educational/Vocational/Previous Experience Recommendations:

• Attained or pursuing any combination of the following:
  • AA/AS, preferably in marketing or a related field
  • 1 year marketing or sales support experience

 

Only local candidates need apply.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

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Job Description:

The Office Manager is a supportive role who acts in an administrative capacity to all other teams and employees, while also facilitating collaboration within the teams. The Office Manager fulfills a standard set of daily administrative tasks in support of business operations and assists sales, marketing and other administrative staff with tasks and projects as needed. This role requires an upbeat personality and a CAN DO attitude with excellent organizational and communication skills.

Basic Functions:

• Maintain presence in office, greeting clients and vendors, etc. Assist staff in office as needed.
• Managing to completion various administrative tasks as they surface.
• Managing to completion various special projects as assigned.
• Answer and route incoming requests among the team.
• Checking, filing, responding to mail and email.
• Monitor sales/marketing/accounting activity and assist those staff as needed.
• Make follow up calls on sales/marketing/accounting activities as needed.
• Preparing and mailing physical and digital marketing materials as needed.
• Support marketing activities by attending trade shows, conferences, and other related events.with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.

Additional Duties and Responsibilities:

• Attend sales/marketing/accounting and company meetings and ensure tasks and deliverables are on track and compliant with company policy. Assist other staff in ensuring the successful completion of these tasks.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses as they occur.
• Understand processes in corporate systems by completing assigned training materials.
• Enter all work as activities or service tickets in corporate systems.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proficient with general office applications.
• Accuracy and attention to detail.
• Enjoy working with customers and external audiences.
• Strong organizational, presentation, and customer service skills.
• Skill in preparing written communications and materials.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Ability to multi-task and adapt to changes quickly.
• Typing skills to ensure quick and accurate data entry.
• Self-motivated with the ability to work in a fast-moving environment.
• Familiarity with CRM software and data entry and cleaning

Educational/Vocational/Previous Experience Recommendations:

• AA/AS preferred but not required. Preferably in marketing, business administration, or a related field.
• 1 year of experience in a professional/office work environment.

Only local candidates need apply.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.