Support Services Technician

VERA Security, Inc.; Minnetonka Mills (MN); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Business-casual dress code

St stocked lunch room with drinks

Opportunity for professional development and training

Job summary

VERA Security, Inc. is seeking a Support Services Technician to provide excellent reactive client support via our Service Desk. You will manage client expectations, perform diagnostics, and handle warranty repairs, ensuring timely issue resolution.

The ideal candidate has at least 2 years of experience with desktop and server systems, printer troubleshooting, and Microsoft Office 365. The work environment fosters learning and growth with cutting-edge technology.

Qualifications

• At least 2 years of prior Managed Services Provider-related experience.
• Experience with desktop & server operating systems and printer troubleshooting.
• Familiarity with ticketing systems, Microsoft Office 365, and Active Directory.

Responsibilities

• Provide reactive support and manage client expectations.
• Resolve issues via phone, email, and support portal.
• Perform diagnoses and process warranty repairs.

Skills

Desktop & server operating systems

Printer troubleshooting

Phone support

Microsoft Office 365 administration

User Management via Active Directory

MDM management via Intune

Ticketing system experience

Cloud user management via Entra & Exchange Online

Job description

Veracity Technologies was founded in 1989 to help small businesses in Minnesota get the most out of their business technology.Over the years we have evolved to offer a best in class technology support solution, including complete IT direction, expertise, relationship, and support in a managed services environment. Small businesses rely on us to relieve their technology worries sothat they can concentrate on growing their businesses and realizing their goals.

We chose the name Veracity because we believe that technology-dependent businesses require precision, accuracy, and truthfrom their IT partner in order to receive high performing technology, access, integration, and ROI.Veracity's services are focused on providing the business tools that small businesses need to compete. We provide affordabletechnology designs that are tailor-made to meet the unique needs of your business.

Job Description

As a Support Services Technician you will work on our Service Desk and be our single point of contact for reactive support from our clients. The Service Desk is where our clients will judge our support. Below is a breakdown of the SS Technician’s area of responsibilities.

Job Responsibilities

• Reactive Support
  • Manage our clients’ expectations
  • Keep clients updated while their issues are being resolved.
  • Work reactive issues via phone, email, & support portal through our “Reliant+” Service Board.
  • Escalate reactive issues that cannot be resolved in a timely manner or require additional assistance to our Service Manager.
  • Perform diagnosis on workstations.
  • Process warranty repairs.
  • Process new computer setups for deployment to clients.
  • Meet our SLA goals for the Service Tickets.
  • Escalate issues that cannot be resolved remotely.
• Make recommendations to streamline our services & support.
• Any other duties assigned from the Management Team.

Great communication & customer service skills are an absolute must. You will be frequently communicating with business owners and end-users.

Your typical work week will be Monday – Friday, 8 hours/day. Over time and flexible scheduling is required at times to support our clients. You will be a member of an on-call rotation that provides emergency, after-hours support to our clients. On average you will be on-call for 1 week, every 10 weeks.

A typical day will involve working a Service Ticket queue & answering Help Desk calls from our clients. New computers will arrive and need to be prepped for deployment, and computers needing diagnosis, reimaging, or warranty repair will be done in the office on the bench.

Dress is business-casual. We have a lunch room and keep a fridge stocked with drinks for our team members. We have a lot of equipment (servers, etc.) & NFR software allowing you to truly play and learn. This is a great environment for those that have a thirst for knowledge!

Veracity Technologies is an IT Professional Services organization. Our team is comprised of highly skilled IT professionals – with emphasis on professionals. If you desire to work in a fast-paced environment with the latest technology and truly be a subject‑matter‑expert than consider joining our team. Our question to you is: can you keep up?

Our organization is growing and our technical teams will get larger. We want to bring on team members that are willing to learn and grow with the organization. Future opportunities with our team may include the progression to Centralized Services, Network Administrators, Professional Service Engineers, or Virtual CIOs.

Qualifications

An ideal candidate will have at least 2-years prior Managed Services Provider-related experience and possess years of experience with desktop & server operating systems, printer troubleshooting, phone support, working with a ticketing system, an RMM, Microsoft Office 365 administration, and User Management via Active Directory, MDM management via Intune, Jamf, and cloud user management via Entra & Exchange Online.

Skills & Abilities

• Self-motivated when projects are assigned; creates a task list; and works that list with minimal guidance. Reporting back to the Service Manager & clientele on progress/issues. We cannot afford to micro-manage.
• Above average organization skills, a strong work ethic, is a team player, and can demonstrate problem solving skills.
• Committed to professional development & technical training. Maintaining current certifications is a requirement.
• Ability to excel in a structured environment.
• Ability to work with a team to help prioritize and resolve issues as quickly as possible.
• Thrives at meeting deadlines. Communicates progress to all affected parties.

All your information will be kept confidential according to EEO guidelines.