Job Description

Proactive Technology Management is looking for an experienced Help Desk Technician to join our team. We're looking for a motivated, independent IT expert who feels confident communicating with a team of talented techs. If you like working in different client environments providing excellent customer service and technical support, this role could be for you! The ideal candidate has broad IT knowledge and high accountability that keeps them driven towards success and personal growth. We offer a fairly defined, upward path with money and responsibility. This person should be comfortable working closely with multiple clients remotely and occasionally in person.

Location:

We are looking for someone in the Royal Oak/Ferndale/Troy/Southfield area, in Michigan.

Proactive Technology Is Different:

• Monthly check-ins and annual path planning
• Defined path for career development and personal growth
• Fun, team-based approach
• Constantly learning new tech
• We are Nuts about IT

The Position:

We are hiring an experienced Help Desk Technician with a proven track record of quality remote IT work. This person would work a mostly fully remote schedule with frequent travel. 3+ years supporting clients or in a specialist role is preferred.

If you enjoy interfacing with multiple people on a daily basis and problem solving on the go, this role could be a great fit for you!

What to expect in your first 30 days:

Week 1 - Shadow and Learn

This is your initial introduction to our team, processes, and accounts. We make sure you understand our systems and how we use them, and help you acclimate to our company structure and what your daily schedule layout looks like. This week is a lot of shadowing and sitting in on larger projects and joining our call queue. You will start tracking your time on a regular basis in our ticketing system (ConnectWise Manage).

Week 2 - Shadow and Start Doing

After your initial introduction to the team, your shadowing will transition to more of an active role in troubleshooting and remote projects. Your schedule could include handling a few remote troubleshooting tickets and communicating with your team. Ideally our new employees will have first-hand experience in client interactions and remote troubleshooting by the end of Week 2.

Week 3 and Week 4 - Do and Observe

Approaching your first 30 days with Proactive, you should feel confident jumping in the call queue, taking tickets and hand-offs from other team members, and tracking all of your time consistently. You will have a 30-day check-in to ensure you feel confident doing the above, tracking your hours, and have a solid understanding of what your job expectations are on your team.

Your billable hours target increases each week during the first month:

Week 1 = 0 hours (time is still tracked)

Week 2 = 12 hours

Week 3 = 20 hours

Week 4 = Your set target (26, 28, 30)

Requirements

This is a fast-paced and dynamic position requiring a strong grasp of the fundamentals of Networking, Office 365, Windows Desktops, Windows Servers, Active Directory, and Security . Troubleshooting, implementation, and installation are of the key areas of knowledge to be successful in this position.

Must Have:

• Help Desk Support experience
• Firewall troubleshooting (Sophos, Cisco, Sonicwall, Watchguard)
• Network setup (installing AP's, switches, and firewalls)
• Knowledge of virtualization and networking
• 3+ years of experience in an IT Support role
• 3+ years of Office 365 and Windows Server experience
• Above and beyond customer service

Good To Have:

• Bachelor's degree
• IT-related certifications
• MSP Experience

Responsibilities:

• Answering incoming client calls
• Complete and manage support tickets
• Providing technical support
• Troubleshooting desktop computers
• Computer repairs
• Remote troubleshooting of client
• Monday - Friday schedule
• One Saturday per month for the first 18 months

Benefits

• Full Medical Benefits
• 2 Weeks Paid Vacation
• Full Time
• Dental & vision insurance
• 401(k) matching

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