Job Details

GDR Group is a team of passionate, tech-savvy people who love helping businesses grow. We live by our core values of Integrity, Communication, Caring and Compassion, and Passion for Excellence to help us make every partnership as smooth and successful as possible.

We are currently looking for an enthusiastic, customer-focused, and well-rounded tech savvy rockstar to join our team! If you enjoy new challenges, being part of an awesome team and love helping individuals with technology, this may be the role for you.

This position is responsible for providing remote and onsite support for our Bay Area clients. This individual will be tasked with analyzing and resolving routine to moderately complex information system issues for end-users anywhere in the environment. These issues may include workstations, applications, servers, printers, mobile devices, phones, network infrastructure, and cloud solutions.

The pay range for this role is $27.00 - $35 per hour.

Must Haves:

Strong Customer Service / People Skills

Willingness to travel (Mileage is reimbursed)

Experience providing remote / deskside support.

Excellent deskside manner

Excellent organizational skills

Detail Oriented

Resourcefulness

Accountability

Essential Duties and Responsibilities

* Develop and maintain a close working relationship with staff.

* Provide onsite support for leadership, administrative assistants, and staff.

* Provide setup and support during meetings.

* Provide excellent customer service through effective communication, understanding and logical troubleshooting.

* Accountability and initiative on all assigned service requests, ensuring prompt ticket updates and time entries are in alignment within the established Service Level Agreement (SLA).

* Communicate progress on incidents and requests by providing timely updates or changes to both client contact and internal teams.

* Technical services and support for: LAN and WAN connectivity, switches, firewalls, and wireless access points.

* Support office peripherals such as: scanners, copiers, and smart boards.

* Utilize ConnectWise ticketing system to document all requests and interactions.

* Maintain customer documentation to include systems, processes, issue resolutions, etc.

* Be continuously alert and responsive to the ever-evolving client business environment and needs.

* Ability to work independently as well as part of a team.

* Escalate service or project issues that cannot be completed within agreed service levels.

* Business Awareness: specific knowledge of the client and how IT relates to their business strategy and objectives.

* Collaborate with the team to identify opportunities for solutions that grow and maximize the client's investment in IT.

Qualifications

Knowledge, Skills, and Abilities:

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.

* Professional IT Certifications, such as: Comptia A+, Network+, Microsoft MCP preferred.

* 2+ years of demonstrated ability with Mac and PC technical support.

* 2+ years of demonstrated ability troubleshooting android / iOS mobile devices, printers, and corporate network issues.

* 2+ years providing technical support at corporate meetings / events.

* Experience with high-priority escalations and high-pressure situations

* Minimum two (2) years experience with creating and maintaining user accounts and security groups in Active Directory / Azure.

* Minimum three (3) years experience with management of workstations / devices via InTune

* Experience with regulatory compliance such as: SOX, HIPPA, PCI, or GDPR.

* Familiarity with ConnectWise, Kaseya, SonicWall Global Management System (GMS), IT Glue, desirable.