Position Summary
This position’s primary responsibilities will be to triage support calls from clients, monitor the remote management and monitoring software and identify alerts that require resolution, validate backups and test recovery of client systems, monitor, and manage anti-virus implementations at client locations and send health reports to contract clients on a monthly basis. Proactively manage and support client technology solutions and equipment. Respond to level 1 and 2 support requests as needed, using Rea & Associates owned systems to monitor client environments, managing support requests and recording details of worked performed.
This position will require on-site work at various client locations in Northeast Ohio.
Primary Responsibilities:
- Triage incoming calls and support tickets submitted by clients
- Identify alerts in remote management and monitoring systems that require resolution and assign to appropriate staff
- Monitor client server backup jobs, resolve errors as needed
- Test recovery of client data and servers
- Manage client anti-virus solutions
- Configure and install new IT hardware and software for Rea & Associates clients
- Generate predefined reports and send to client contacts on a scheduled basis
- Respond to client needs as it relates to designing, implementing, managing and supporting technology equipment and solutions
- Use Rea & Associates systems to monitor client environments and record details of work performed
- Proactively monitor, manage and repair client owned systems and solutions
Secondary Responsibilities:
- Conduct on-site support tasks at client locations in Northeast Ohio
- Perform additional duties as assigned
Minimum Required Qualifications:
- Two-year degree in technology related field or IT certifications plus 5 years work experience and industry
- Solid knowledge of networking components. E.g., Firewalls, switches, routers, servers, and workstations.
- Experience with Windows Server 2008 – 2019 and Windows 7, 8, and 10 workstation operating systems, Microsoft Office Applications
- Microsoft Certified Professional
- Experience with enterprise backup and antivirus solutions
- Familiarity with HP and Dell workstations and laptops
- Must type a minimum of 40 Words Per Minute
- Experience with cloud-based technologies
- Microsoft 365 including Exchange Online and SharePoint Online administration
Optional Qualifications:
- Experience with ConnectWise Professional Services Automation (PSA) applications
- Previous technology consulting experience
- Citrix and VMWare experience
Salary and Benefits:
Salary based upon experience and qualifications
Training
- In partnership with the employee Rea & Associates will determine the most appropriate technical certifications to pursue
- Rea & Associates provides online training solutions for employee use
- Rea & Associates pays for the first exam pass or fail. If the first exam is failed Rea & Associates pays for the next passing exam
Health Insurance
- 80% single 70% family
- Details of Plan available at interview. Plan is very good with low deductible, dental, vision and short and long-term disability insurance
Vacation:
- 1 week after 1 year
- 2 weeks after 3 years
- 3 weeks after 5 years
- 4 weeks after 10 years
Retirement Plan
- Simple IRA with 100% match up to 3% of salary
Sick Days
- 5 sick/personal days per year
Mileage for travel between company locations and client sites paid at current federal reimbursement rates
Monthly cellphone stipend
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