Job Description • Provide technical support directly at client locations and by phone as assigned • Follow documented procedures, monitor ticket queues, and ensure service level agreements (SLAs) are met Requirements • Document all activities, projects, and tickets daily in the ticketing system • Handoff and document in-progress tickets before the end of each shift • Monitor ticket gateway and designated queues • Escalate issues according to IT Glue documentation • Create or update IT Glue articles with new customer findings • Communicate with vendors to resolve outage issues • Build client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction) • Maintain established ticket SLAs as defined by manager • Maintain customer satisfaction (CSAT) scores as defined by manager • Submit weekly timesheets by end of shift Friday • Work and document established billable hours each week • Be available for scheduled on-call rotations • Meet annual goals and objectives set in HRIS with quarterly reviews • Ticketing software Incident management and time tracking • Remote system access Running scripts and pushing approved actions • Active Directory Basic knowledge of security groups, group policy fundamentals, domain controllers • Virtualization Basic knowledge of VMware/Hyper-V for user incident support • Microsoft Windows/Servers Basic knowledge in patching, maintenance, and differentiating physical vs. virtual servers • Networking Basic troubleshooting skills (DHCP, DNS, ping, nslookup, traceroute). • Ability to handle equipment, talk, hear, read, write, and interpret documents • Occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations) Benefits • 9 paid holidays • 401K Retirement with matching contributions • Excellent medical, vision and dental insurance • Life insurance and disability insurance • Cell phone stipend • 3 weeks PTO Apply To This Job