JMARK is an IT managed services provider headquartered in Springfield, Missouri, with a second office in Tulsa, Oklahoma, and numerous full-time remote employees spread throughout the country. The reason JMARK is a "best" place to work can be summed up in one word: culture. Nurturing a respectful, supportive, dynamic, spirited culture among the more than 125 individuals that make up JMARK is a point of passion for CEO Thomas Douglas. It matters so much to him that every decision made regarding JMARK is run through the filter of how it will impact the culture at large—as well as every employee on an individual level.
This dedication to creating a positive environment has been instilled in every leader at any level—including the board of directors—and passed down to every employee in the company. From the first moment one walks in the door at JMARK, it is clear that this is a true family made up of teammates who care for one another, cheer each other on, and thrive on coming together to achieve greater things together than could ever be done alone. In fact, this feeling of fellowship is so strong that it transcends the distances between teammates working from home or in different locations. The words "People First" are in our slogan, and everything that happens at JMARK leads back to that phrase.
Position Summary
Provide onsite and remote support to our clients who have critical response time requirements for their business technology systems. You will work independently and as part of a team to answer service desk calls, urgently analyze technical issues, troubleshoot over the phone/onsite/via remote access, and address Level 1 escalations, work with Service/Project Manager on team related projects, and escalate problems to Level 3 support when appropriate.
You will be responsible for a healthy queue and overall board management. Assist with scheduling cases or on sites as needed. You will ensure the completion of Routine Health Assessments (RHA's) and assist Level 1 team members on meeting these requirements. Help identify systemic proactive problems, solve them or escalate to Level 3. You will review client networks and tickets to point out problematic issues that require a solution. You also will perform service and preventative maintenance activities on products, and assist in installations and deliveries.
You will assist in supporting a variety of networks and end-user environments with executives, business owners, managers, project teams, and end users. You must demonstrate superior communication skills to respond to diverse clients with urgent needs while recognizing most are looking for solutions, not technical explanations. You must have a willingness to provide courteous, personal service to end users regardless of technical ability or company title. You will assist Level 1 team members on developing superior communication skills with clients. Other projects may be assigned.
Technical
Duties and Responsibilities:
- Identify, document, and troubleshoot users computing issues to resolution while maintaining superior customer satisfaction.
- Effectively communicate the scope of work for all hourly clients.
- Assess and reflect accurate billing options based on client contracts.
- Maintain and optimize the health and efficiency of team boards and client systems.
- Manage, maintain, troubleshoot, and support our clients' network infrastructure.
- Advanced utilization of service-specific tools and technologies (i.e., ConnectWise Suite, Network Management tool, and Documentation Management tool) to deliver onsite and remote user support services.
- Update Professional Services Automation (PSA) software i.e. ConnectWise with accurate documentation of all activities conducted and review documentation of tickets submitted by Level 1.
- Ability to troubleshoot a wide range of technical implementations such as VMWare, SQL, HyperV, Windows Virtual Machines, and Remote Desktop Services.
- Troubleshoot and utilize advanced Active Directory tools such as ADUC, RSOP, DCDiag, and DFUtil.
- Develop and modify login scripts.
- Troubleshoot server related issues using Powershell.
- Install, upgrade, and migrate Windows workstations and servers.
- Utilize lights out management or brand equivalent server management technology
- Recommend changes to ITSSC (Change Management)
General
- Develop and maintain relationships with clients that further enhance JMARK's positive reputation through exceptional customer service.
- Assist account management in providing effective solutions for our clients.
- Maintain a professional and clean appearance.
Professional Development
- Participate in ongoing training and attainment of various manufacturer and software certifications.
- Keep current on industry trends and report findings to team members that directly impact the quality and profitability of JMARK.
- Develop personal skills to work efficiently both individually and as a member of the Service Department.
- Attend training sessions as available and meet with company Technical Trainer on a regular basis to map out growth plans.
- Identify and mentor team members on areas of expertise.
- Participate in company-sponsored position related activities.
Skills & Qualifications
Technical Skills:
- Proficiency in supporting Microsoft Windows Operating Systems
- Advanced desktop support including software such as: Microsoft Office Suite and Office 365
- Advanced desktop VPN connectivity and troubleshooting and configuration (Cisco, Meraki, and other VPN technologies)
- Advanced understanding of how IPv4 and IPv6 technologies interoperate
- Desktop software such as Microsoft Office Suite and Client specific Line of Business applications
- On premise Exchange Servers
- Advanced Windows Server 2012 – 2019 maintenance, troubleshooting, optimization, deployment, and update
- Basic understanding of migration paths
- Basic network troubleshooting
- Security software such as Anti-virus, Anti-SPAM, Anti-Spyware, and other security related technologies
Licenses & Registrations
- Valid driver"s license
- Proof of vehicle insurance
- Reliable and suitable transportation that can be used as required to perform duties, if needed.
Other Skills & Abilities
- Able to work independently and as part of a team
- Prepared to travel as required
- Exceptional written and oral communication skills
- Self-Motivated
- Intrinsic desire to make a difference in the lives of fellow coworkers
- Should enjoy learning new things
Experience
- Eighteen to Thirty-six months experience working in the same or similar type of position and/or apprentice program, or the ability to prove technical competence
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