Job Description

25+ Year old Managed IT Services Provider (MSP) is seeking an experienced and well-rounded IT Technician to provide remote and onsite service to our clients. The successful candidate will have a broad knowledge of technologies ranging from networking, PC’s, Office 365, and Windows servers. Our MSP help desk is a busy environment giving you the opportunity to work with a vast array of technologies. This position will spend a lot of time on the phone with customers so we are not just looking for technical experience, we are looking for a great communicator.

We provide managed services to clients of all industries and sizes. We have built a diverse services portfolio and an excellent team to offer our clients the best end-user experience and cyber security solutions. Our primary focus is customer service and keeping our users running at full steam. We are continuously improving our practices and procedures to keep up with high customer demands.

To ensure success, the candidate should possess experience in supporting network equipment, Microsoft Windows, Apple products, wireless technologies, Microsoft Office etc. Our Help Desk and Projects are fast paced  and require organization.  The candidate will require superior multi-tasking skills to balance help desk tickets and projects they are resources on. 

Job duties include:

• Ability to be a great team player. We all lean on each other for assistance, we are not looking for a lone ranger.
• Experience leading email, AD, and server migrations.
• Excellent Excellent Excellent communication skills.
• Ability to work remotely or onsite at customer locations. Most clients are in the metro Detroit area, however, some out of state travel may be required.
• Ability to work Monday through Friday 07:00AM-03:30PM EST. Occasional after hour projects and emergencies occur and candidate will need to become available for those incidents.
• Monitor and take action on inbound service tickets.
• Be presentable in a business casual environment when onsite with customers. We are an outsourced IT company, and we act as our clients' complete IT department.
• Experienced in administration of Windows Servers.
• Experienced in configuration and administration of Active Directory.
• Experienced in Hypervisors such as Hyper-V and VMWare.
• Experienced in LAN/WAN networking including VLAN’s
• Must be patient when working with end users. Our end users have various technical levels.
• Monitoring hardware, software, and system performance metrics with our utilities.
• Ability to work independently.
• Updating computer software as well as upgrading hardware and systems.
• Heavily documenting processes and procedures.
• Performing systems diagnostic tests on various PC's, servers and network equipment.

Preferred qualifications:

• Experience dispatching tickets in a fast moving environment.  (Approximately 80 tickets/day).
• Help Desk experience.  50%+ of this role is working help desk tickets.
• Extensive experience with network hardware troubleshooting such as switches, firewalls & wireless devices. 
• Basic experience with label printing solutions (Bartender, Zebra/Printronix printers etc..) preferred.
• Experience configuring and troubleshooting Windows Server, Active Directory, DNS, DHCP, TCP/IP and VLAN’s.
• Experience with installing and configuring hardware firewalls such as WatchGuard’s Firebox.
• Experience installing/configuring and supporting RDS.
• PC/Server Hardware, diagnostic and troubleshooting skills.
• ConnectWise or other PSA experience preferred but not required. We run our business with very tight Service Level Agreements. All of our work and communication is documented in real time to keep clients and team members up to date on the status of the request.
• Candidate MUST have a consultative mindset. As an IT provider, we monitor our email/voicemails after hours to respond to customer emergencies.
• Microsoft Azure, Entra ID and Office 365 administration experience.
• Candidate must have valid Michigan driver’s license in good standing.

The candidate will primarily work from home, laptop, dock, monitors etc will be provided. There will be occasions where the technician will need to assist clients onsite. We will do our best to provide flexibility to accommodate personal schedules, however, we do have customer contracts to fill. We have a decent amount of network and server hardware we use for our sandbox environment. If you want to learn something new, build it, break it, tear it down and do it again. We are all about learning here at Viperspace. Lean on your Sr. Engineers to fast track your knowledge.

Come be part of the Viperspace family!!!'

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call
• Weekends as needed

Experience:

• Onsite IT Support: 3 years (Required)
• Help Desk: 5 years (Required)
• IT support: 5 years (Preferred)

Shift availability:

• Day Shift (Preferred)

Ability to Commute:

• Brighton, MI 48116 (Required)

Ability to Relocate:

• Brighton, MI 48116: Relocate before starting work (Required)

Willingness to travel:

• 25% (Required)

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