Middleground

Job DescriptionJob Description Middleground Technologies is looking for a IT Service Desk Engineer to join our team in our Westchester office. This person will provide technical guidance and support to our business and customers. The ideal candidate will have a strong technical background, solid analytical skills, and proven problem-solving experience. He/she will use their interpersonal skills to communicate with customers and provide a solution to their technical problems quickly and professionally. Responsibilities: Act as product expert - Review and respond to all software and hardware issues as reported. Evaluate the product by testing its capabilities in an on-going manner. Determine and report on system capabilities and restrictions. Evaluate the customer objective and suggest alternatives and recommendations. Provide customer support - Collaborate with other technical team members to provide exceptional customer service to the client. Work with programmers to explain any errors found and provide recommendations for a solution. Improve any current programs by understanding the goal and outcome. Requirements: Bachelor's degree in Computer Science (or the equivalent) is required Four years of related technical support experience with end user PC support, servers, and networking. Technically savvy with strong project management skills Experience troubleshooting issues and achieving solutions The ability to explain to a non-technical person in a way they will understand Middleground Technologies is an IT Managed Services organization dedicated to helping our clients with all of their technologies needs such as tech support, projects, cybersecurity, voip, and more. Our employees enjoy a work culture that promotes empowerment and work life balance, and of course room to grow! Benefits include 401K, Health, Vision, Dental, Paid Time Off, Company Outings, Training and professional development. Employees can also take advantage of offerings like casual dress code, free parking, corporate discounts and more! Powered by JazzHR gV5lAq6o9X

Job DescriptionJob Descriptionoverview The number one goal of everyone in our team is to make our Clients exceptionally happy. The Senior Helpdesk Engineer plays an important role in making sure that happens. The Senior Helpdesk Engineer handles escalated support requests for the Service Delivery Team. They are assigned the support requests that the Junior Helpdesk Technician can't handle. When help is needed the Senior Helpdesk Engineer can turn to the Service Delivery Manager for guidance and support. RESPONSIBILITIES & TASKS CUSTOMER SERVICE Work on and resolve escalated Helpdesk Tickets Delight our Clients with a Friendly, Quick and Helpful Experience Provide the Client with advanced remote troubleshooting Remote Hardware Maintenance and Support USE OF OUR TICKETING SYSTEM Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests Managing and recording all work though our Ticketing System Make sure that Client Documentation in well maintained Split tickets that have several issues into their own individual ticket Make sure that tickets aren't "stale" throughout the process USE OF OUR MONITORING & MANAGEMENT TOOL Review RMM dashboard and apply remediation actions as indicated by our Processes Review regularly scheduled/automated actions as indicated by our Processes PROJECT WORK From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Senior / L3 Enginner may be required to help with project delivery COMMUNICATION, REPORTING & RISK Escalate tickets that require Service Delivery Manager support Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue Submit Timesheets & Expense reports as indicated on their SOPs Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients TEAM WORK Mentor the "Junior" Service Team Members Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues Identify opportunities for improvement and make constructive suggestions for change Contribute to the process of innovative change effectively Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager or CTO SKILLS AND ATTRIBUTES DESIRED A love of (and ability to) Solve Problems & Challenges Great Communications skills, founded in being a good listener Advanced understanding of support tools, techniques and how technology is used to provide services Advanced understanding of operating systems, business applications, printing systems and network systems Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices Advanced experience and knowledge of working with the Microsoft 365 Platform Must be able to type quickly and accurately while talking on the phone A deep desire to deliver an amazing Client Experience Advanced knowledge of IT Applications, Software & Hardware The ability to speak both Geek and human Great Communications skills, founded in being a good listener A deep desire to deliver an amazing Client Experience Drivers license The ability to speak both Geek and Human The ability to keep up with & adapt to the fast-paced IT world NICE TO HAVE Experience using a Ticketing system / RMM Tool and PSA software Experience providing support via remote tools Experience handling Technical Service Tickets Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc. Client Experience Certifications such as Helpdesk Habits etc. Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business. PERKS • Get your birthday off • Generous incentives for reaching Team and Company Goals • Excellent Health / Dental and Vision plan! • An easy-going environment and culture (we all enjoy what we do) • The flexibility to work from home (we run a Hybrid office) • A Stand-Up Desk and High-Powered Laptop • A Proactive Approach to Ongoing Training to help you develop life-long skills CAREER GROWTH For someone looking to progress their role, the Senior Helpdesk Engineer naturally leads into roles such as: the Service Delivery Manager or CTO. Powered by JazzHR qo2gmVu83u

Job DescriptionJob Description Hello! We are a Managed Service IT Provider looking to bring on another mid level technician to grow and flourish at our company. This role is an entry level where you will be exposed to a lot of technology and have a great opportunity to grow and learn! If you like a fun work environment, a good culture, and great teammates, we want to hear from you! Job Duties: 1. Working through support tickets assigned by the Intake and L1 team 2. General IT office systems support including setup, management, and troubleshooting of desktops, laptops, printers, phones, and network, including occasional on-call support afterhours for our clients. 4. Help Desk L2 duties including support on Microsoft, Dell, Lenovo, HP, and other various products 5. Physical hardware build outs and configurations. 6. Internal ticketing system usage, administration, and management for all issues 7. Assist in providing excellent customer service to all Middleground customers 8. Contribute to the growth and improvement of all internal and external systems Powered by JazzHR v9p5yKV6bQ

Job DescriptionJob Description Middleground is a rapidly growing IT Managed Service Provider located in Westchester (20 minutes to the Loop and most suburbs) is seeking a Computer/IT Support Technician to join our team. We're looking for someone who excels at coming up with creative solutions to technical issues. If you have strong problem-solving skills and a passion for making effective change within an organization, this may be the position for you! You will make an impact for our clients! The duties of the Help Desk Technician position include, but are not limited to the following: -Provide remote technical support to our clients. -Active problem solver. -Understanding of IT support ticketing systems -Deploy computers and peripherals (computers, monitors, printers, etc.) -Install software packages on PC's and Laptops -Troubleshoot software applications -Manage document library and inventory of assets Required Skills: -2-3 years Experience with Microsoft Windows 10, 11 -2-3 years Experience with Microsoft Office 2016-present (Specifically MS Outlook, Word & Excel) -2-3 years Experience with setting up, configuring & troubleshooting PC & Laptop Hardware -Knowledge of basic Microsoft Windows Server -Knowledge of Networking -Knowledge of Office365 -Troubleshooting experience with Printers/Scanners -Reliable, enthusiastic individual with great phone etiquette -Professional appearance and behavior, including punctuality -Excellent written and oral communication skills This will be a W2 full time salary position with hybrid work. Middleground Technologies provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, sex/gender (including pregnancy, childbirth, breastfeeding, or related conditions), sex stereotype, gender identity/gender expression/transgender (including whether or not you are transitioning or have transitioned), and sexual orientation, marital status, religion (including dress and grooming practices), age (40 and above), physical or mental disability, medical condition, results of genetic information/characteristics, or military or veteran status. Any other basis protected by federal, state, or local law or ordinance or regulation. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training. Job Type: Full-time Powered by JazzHR tgVmQ0jTg7