Description
- Responsible for ongoing client service experience, proactively identifying opportunities for client experience and technological improvements, and implementing large-scale, long term enhancements and fixes to client infrastructure.
- Serves as a point of escalation for junior team members to resolve difficult issues previously addressed by those team members.
- Provides client service at the highest level, serving as a model for junior team members in process adherence, implementation and improvement.
- Provides support and oversight for the Service Specialist team, offering mentoring and collaboration opportunities to enhance their skillsets.
Additional Information:
- Work Location: Baton Rouge, LA and surrounding areas – either in the ITinspired office or as staff augmentation at client’s place of business.
- Travel: Some travel might be necessary. Travel expenses are reimbursed.
- Hours of Operation: Weekdays from 8am to 5pm, on call support as needed.
- Reporting to Work: Report to our office unless dispatched ahead of time.
- Reimbursements: Mileage traveled for all work related activities is reimbursed along with any client purchases not made on company credit cards.
Education Requirements
- High School Diploma is a minimum.
- 2 or 4 year degree from an accredited college or university is preferred.
- Technical training and experience can substitute for education requirements.
- Certifications in relevant technologies is a plus.
Skills, Knowledge and Expertise
Qualified Candidate Must:
- Communicate effectively and efficiently to clients and co-workers.
- Be self-managed and self-motivated.
- Possess excellent time management skills.
- Maintain a positive mental attitude and be a part of the solution, not the problem.
- Interact with customers, vendors, and co-workers in a kind and friendly manner.
- Meet deadlines under budget and on-time.
- Maintain a neat and tidy working environment.
- Have prior experience working for an MSP.
Required Experience:
- Basic hardware and software troubleshooting (In person, Remote, and Phone Support).
- Documentation and Ticket Management for reported support incidents.
- Networking fundamentals and troubleshooting skills.
- Virtualization fundamentals and troubleshooting skills.
- Basic user account management, password resets, add/delete email accounts.
- Desktop and Server Administration (Windows 11 and Server 2012-2025).
- Vendor management and solution consultation experience.
- Security fundamentals and troubleshooting skills.
- Training and instruction of junior staff members when necessary.
- Experience with remote connection software and RMM.
Preferred Experience:
- Desktop OS: Microsoft Windows 11 and Mac OS
- Server OS: Microsoft Server 2012-2025
- Email: Google Workspace, Office 365, Microsoft Exchange
- Backup: Veeam
- Endpoint Protection: Crowdstrike, Huntress
- Cloud Services: Sharepoint, Dropbox, OneDrive, OpenDNS, Cloudflare
- Virtualization: Hyper-V, VMware
- Networking: Palo Alto, Unifi, Juniper
- E-mail Protection: Avanan, KnowBe4, HSAT
- Multiple certifications in applicable technologies.
Benefits
Company Paid Benefits and Perks
- Mileage reimbursement at the current IRS reimbursement rate
- Health/Gym Membership reimbursement up to $25.00 per month.
- Company Paid Time Off (PTO/UTO).
- Company Wellness Program and Initiatives.
- Company paid Health insurance plan (POS Copay or HSA).
- Company paid Dental insurance plan.
- Company paid Vision insurance plan.
- Company paid Employee Assistance Program.
- Company paid Accidental Death & Dismemberment Insurance.
- Company paid Short-Term and Long Term Disability Insurance.
- Company paid Life Insurance Policy.
- Company Retirement package is 401k.
- Company paid Technical training when available and approved by management.
- Company paid Technical certification vouchers are provided for Microsoft, VMware, Cisco, and
- Juniper certification exams approved by management.
- Company paid Costco Corporate Membership.
- Quarterly Bonus Structure based on job performance.
- Employee of the Quarter program with Bonus.
- Casual Friday Dress Code.
- Pet Friendly Office.
- Hybrid work from home opportunities.
- Monthly and Quarterly company paid socials and events.
