Our team members are collaborative, positive, and dedicated to mutual success. Transparency isn't just a buzzword here; it's a commitment to open communication, ensuring every voice is heard and valued. Guided by our core values — Passionately Curious, Own It, Go Beyond, and Serve as One — we’re here to create something extraordinary together.
Key Responsibilities
- Understand and follow “The VC3 Way”. This is our set of standards and processes that produce a predictable result for the customer. You must be aware of and maintain our standards
- Operate from a client location 100% of the time
- Serve as primary contact for all end user issues at assigned client; from passwords resets, application and hardware break-fixes, to procuring standard and specific hardware requirements
- Respond to, document, and prioritize walk in requests from users at assigned client
- Receive & respond to escalated service requests, incidents and change requests from other VC3 team members in a timely manner
- Troubleshoot and resolve issues with:
- Customer line-of-business (LOB) applications and common applications like web browsers and Microsoft Office
- General network connectivity including ISP
- Common networking technologies such as DHCP and DNS
- Wireless network performance and accessibility
- Remote access technologies including VPN, RDS, and Citrix
- Operating systems on servers, desktops, and laptops
- End user iOS and Android mobile devices
- Common peripherals such as printers
- Complete technical administrative tasks such as:
- Virus/malware removal
- Add/remove/change virtual server resources
- AD/365/application password resets
- Work closely with client business unit managers and IT users to assess organizational IT requirements and training needs and develop strategies to implement and support hardware and software tools
- Identify recurring issues and initiate problem tickets for them
- Make recommendations for improvements of supported hardware and software
- Engage vendors, 3rd parties, and client subject matter experts (SME) as needed during the troubleshooting process
- Maintain accurate and real time timesheets, record complete and accurate notes of troubleshooting and communication with clients
- Receive mentoring and feedback from peers and others
- Where appropriate, escalate complicated issues to Tier 3 or other appropriate teams
- Review Tickets with Team Lead
- Actively Participate in Team Huddles, L10 Meetings, One on One Meetings, and any other Team Meetings
- Create and update documentation when changes or occur, or when discoveries are made
- Educate users on Process, Hardware, and Software
- Attend monthly training & team meetings as required
- Participate in the on-call rotation (1 week every 3-4 months)
- Additional duties as required
Additional information you will want to know:
- Minimal travel is expected, however some is possible
- Applicant selected will be subject to a criminal and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment
- VC3 offers a comprehensive benefit package and 401K/RRSP company matching
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