Support Services Technician

As a Support Services Technician at Veracity Technologies, you will be the primary point of contact for client reactive support, managing expectations, providing updates, and resolving issues via phone, email, and support portal. You will also handle on-site escalations, perform workstation diagnoses, process warranty repairs, and set up new computers. This role requires strong communication and customer service skills, with opportunities for growth within a fast-paced IT professional services environment.

Must Have

• Manage client expectations and provide updates on issue resolution
• Work reactive issues via phone, email, & support portal through "Reliant+" Service Board
• Escalate reactive issues that cannot be resolved in a timely manner or require additional assistance
• Perform diagnosis on workstations
• Process warranty repairs
• Process new computer setups for deployment to clients
• Meet SLA goals for Service Tickets
• Escalate issues that cannot be resolved remotely for on-site support
• Perform simple moves/adds/changes on-site
• At least 2-years prior Managed Services Provider-related experience
• Experience with desktop & server operating systems
• Printer troubleshooting
• Phone support
• Working with a ticketing system
• Experience with an RMM (Remote Monitoring and Management) tool
• Microsoft Office 365 administration
• User Management via Active Directory
• MDM management via Intune
• MDM management via Jamf
• Cloud user management via Entra & Exchange Online
• Great communication & customer service skills
• Self-motivated when projects are assigned; creates a task list; and works that list with minimal guidance
• Exceptional communication, documentation, time management, & task management skills
• 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

Perks & Benefits

• Lunch room available
• Fridge stocked with drinks for team members
• Access to equipment (servers, etc.) & NFR software for learning and playing
• Opportunities for career progression to Centralized Services, Network Administrators, Professional Service Engineers, or Virtual CIOs

Company 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 so that 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 truth from 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 affordable technology 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.
• On-Site Support escalations
• Escalate issues that cannot be resolved remotely.
• Simple moves/adds/changes.
• 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.

Additional Information

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.
• Exceptional communication, documentation, time management, & task management skills.
• 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.