In 1986, Robert L. Nelson founded the information systems consulting firm of R.L. Nelson and Associates, Inc. (RLN) to serve businesses in the Pittsburgh, Pennsylvania area. RLN grew steadily over the years, delivering quality services to multinational Fortune 500 companies and many other privately and publicly held businesses throughout the eastern United States.
In 2007, RLN joined forces with Vertical Solutions, a Pittsburgh-based IT services firm, to create Vertilocity – an R.L. Nelson and Associates Company. The combined service offering and expertise spurred additional growth, and the company opened a new office outside of Denver, Colorado in 2012.
In 2021, Vertilocity joined HBK, where they found shared values around client relationships and service. Vertilocity now has locations in North Carolina, Colorado, New Jersey, and Pennsylvania as well as team members around the country.
Continued growth requires talent, so we continue to seek capable, dedicated professionals in different capacities across our family of companies. Our recruits choose their career paths. We want you to excel in your career as part of a dynamic team, and we provide the support and the resources to help you succeed. The breadth and depth of experience we offer you is unique in the marketplace. Please read on to discover if you see yourself joining our team.
SUMMARY
ASeniorSupportTechnician willbe expectedtohave experience in managingincidentsusingsolid problem solving and a broad understandingof technology.
An excellentSeniorSupportTechnicianmust havestrong ITskills and effectively communicatethe problem and explain its solution. They must also be customer-oriented and patientin dealingwith demandingcustomers.Being Senior in the support role, this position has a higher first call resolutionand canprovide assistance toSupportTechnicians.
The goal is to create value for clients that will help preserveVertilocity'sreputation and business.
Vertilocity'sSupportis far more dynamic than typical service desks, wherein ouremployeesareprovidedthe opportunity to learn and work on all aspects of our client's technology. In doing so,Vertilocityprovides staff with the ability to advance in their career pathsandskill-set.Vertilocityoffers ourSupportTechnicians a career, not a job.
QUALIFICATIONS:
3+ years technical experience preferred.
Professional Information Technology Certifications although notare preferred.
Previouscustomer support or service experience.
Knowledge of computer and networking fundamentals.
Experience with basic Microsoft Products.
Experience with Office 365 products, services and management.
Experience with RMM and PSA tools; Connectwise Manage, Automate preferred.
Microsoft MCSA Certification.
Datto, Fortinet certifications a plus.
RESPONSIBILITIES:
Senior Support on the Service Desk requires that the individual has solid all-around technology skillspertainingtodesktops, servers, networking equipment, backup, disaster recovery, andavailabletools and technologyutilizedbyVertilocity.
At times, this role can be assigned project tasks based on the assessment of the Support Services Supervisor, Project Manager, or Network Administrator.
As with all Service desk Issues, the resource is expected to manage supportincidentsthat come in via phone, email, or customer portal.
Monitor/manage system alerts and notifications and respond accordingly through serviceincidents.
Support technical issues involving Microsoft's core business applications and operating systems.
Supportofdisaster recovery solutions.
Installation and configuration of workstations.
Malware removal.
Configure users ina MicrosoftDomain Environment.
Basic technicalSupport at the network level: WAN and LAN connectivity, routers, firewalls, and security.
Basic remote access solution implementation andSupport: VPNaccess, Remote Desktop Services, Azure Virtual Desktops.
Installation and configuration of a variety of Line of Business Applications.
Support network printing and network printing issues.
Improve customer service,perception, and satisfaction.
Fast turnaround of client requests.
Ability to work in a team and communicate effectively.
Ability to work on an individual basis whilemaintainingfocus and productivity.
Work with theNetwork Administratorto ensure requests are routed to the proper resource to be resolved quickly and efficiently.
Escalate service requests that requireahigherlevelof review and Support.
Enter time and expenses as they occur.
Understand our internal processes by completing assigned training materials and understanding SOP's.
Enter all work as serviceincidentsas it occurs.
Systemdocumentationmaintenance and review.
Communication with clients as: keeping them informed of incident progress,notifying themof impending changes or agreed outages.
BENEFITS WE OFFER:
Salary: $50,000-$65,000
The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position, as well as geography of the selected candidate.
Competitive Compensation.
Lucrative New Business & Employee Referral Bonuses.
Anniversary Bonus.
Open Paid-time-off Policy.
We provide a flexible work environment to offer work/life balance.
401(k) plan with company match and Safe Harbor Contributions.
Medical, dental, and vision insurance.
Company Paid Life Insurance.
9 Paid holidays.
Annual Performance Reviews.
And Much More…
Vertilocity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
| Location | Hunt Valley, Maryland |
| Salary | $50,000–$65,000 Per Year |
Browse dozens of recruiter approved resume templates, layouts and formats. Choose your favorite and make it your own in minutes.
Free resume templatesImprove your existing resume or start from scratch and create a standout, ATS-friendly resume. Add job-specific content, download and apply.
Free resume builder