Job Description

SUMMARY: This position provides technical support and services to ProSol by responding to requests for assistance from users, franchisees and customers. Primarily responsible for managing the service desk queues and ensuring that we are meeting SLAs and providing exceptional customer experience. Troubleshoots hardware, software, network problems, manages MSPs and vendors, and works with outside vendors to resolve issues internally and at retail sites and dealer network. Provides training for employees with new hardware, software, and other devices such as smartphones. Manages user IT assets by keeping inventory of equipment and installing, upgrading and replacing equipment for the company.

The candidate must have the ability to operate effectively under pressure adhering to the ProSol Core Values of Agility: rapid adaptation to the changing requirements and environment of our clients; Excellence: Service quality that exceeds the expectations of our clients; Integrity: Accountability and honesty−always doing the right thing; and Long-Term Commitment: Unquestioned loyalty and dedication to our clients, partners and employees. 

RESPONSIBILITIES: •    Manage the helpdesk through our internal system and manage all escalations for all corporate users.  •    Responsible for IT Tasks associated with on-boarding of new employee, off-boarding terminated users, end user training, and IT related communications out to the organization. •    Manage multiple networks and IT vendors (Dell, Cox, AT&T, Microsoft and Verizon). •    Monitor and process help desk requests received from all locations.  •    Assist users with any problems encountered with hardware and software.  •    Coordinate with vendors on the resolution of advanced issues as needed. Communicates status of help desk tickets on a constant basis to supervisor and business users. •    Maintain documentation of all tasks performed and update documentation as required.

ACCOUNTABILITIES: 1.    Support Services Management •    Manage helpdesk tickets through our internal process. •    Ensure SLAs are being met and provide daily reports on missed SLAs. •    Provide SOPs for troubleshooting and remediation on all issues. •    Track monthly service desk KPIs. •    Provide support for all corporate IT assets. 2.    System Installations •    Install computer systems, cabling, monitors, and stands. •    Mount hardware on and under desks. •    Lift and move devices weighing 30+ lbs. •    Travel to contract sites, as needed – load and unload equipment. 3.    Timely Support •    Respond to requests for technical assistance from users. •    Physically respond to locations for repair and/or replacement of IT equipment. •    Provide equipment and orientation for new users. •    Provide exceptional customer experience. 4.    Documentation •    Ensure documentation of tasks is current and posted. •    Maintain Standard Operating Procedures for MSPs. •    Provide on-boarding resources for new users. •    Create training material. 5.    Hardware and Software Support •    Performs software and hardware updates as required for all supported equipment including but not limited to: o    Networks and Cloud o    Point of Sale o    Laptops o    Desktops o    Tablets o    Smart Phones o    Printers/Scanner/Fax 6.    Manage vendor relationships 7.    Other duties as assigned

Qualifications

Education and experience: Required Qualifications: •    Associate degree or higher in Information Technology (preferred). •    Certifications, CompTIA and/or CISCO •    3+ years’ experience with Information Technology and specifically with Microsoft server, OS, software, hardware, and cloud products. •    Strong understanding of Microsoft 365 suite especially (Word, Excel and Sharepoint). •    Help desk or customer service experience strongly preferred.

Preferred Qualifications:  •    Information Technology: 3 years •    Help Desk: 3 years

Security Clearance: Secret or ability to obtain Secret and/or Top Secret.

Additional Information

Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. 

Additional information: ProSol is an equal opportunity employer, all interested qualified applicants are encouraged to apply, EEO/D/M/V/F. ProSol welcomes and encourages diversity in the workforce. All your information will be kept confidential according to EEO guidelines.