Support Technician / Technical Account Manager
Groff NetWorks is a leading provider of managed technology and IT services, delivering secure, reliable, and responsive solutions to businesses of all sizes. Our mission is to empower organizations with proactive IT support and strong cybersecurity practices that enable seamless operations.
We engaging with candidates of all levels to be considered for future positions as a Support Technician / Technical Account Manager to serve as a key client-facing technology partner. This hybrid role blends advanced technical support with strategic account ownership. You will act as both an IT support professional and a trusted advisor, ensuring clients feel confident in their technology environment while helping guide long-term improvements.
The Opportunity
In this role, you will:
Serve as the primary technical contact for assigned clients, ensuring their IT environments operate effectively and securely
Resolve technical issues across systems, networks, applications, and user access
Oversee day-to-day client technology needs, including infrastructure and cloud-based systems
Lead regular technology reviews and recommend strategic improvements to enhance performance, security, and scalability
Coordinate with service desk, onboarding/transition, and project delivery teams to ensure smooth communication and execution
Identify recurring technical issues and recommend process or system improvements
Maintain and continuously improve documentation, operational guides, and system configurations
Contribute to service quality and client satisfaction through proactive account management
This position reports to the Director of Operations and collaborates periodically with executive leadership.
Key Responsibilities
Act as the primary technical resource for assigned accounts
Manage and support client infrastructure, business applications, and cloud environments
Exercise independent judgment to prioritize client needs and manage daily technical operations
Partner with internal teams to coordinate projects, transitions, and ongoing initiatives
Support continuous improvement efforts across service delivery processes
Strengthen long-term client relationships through clear communication and trusted guidance
Required Qualifications
Bachelor's degree in computer science, information technology, or a related field -- or an equivalent combination of education, certifications, and hands-on experience
Experience in IT support, technical services, managed services, or similar environments
Experience troubleshooting and supporting operating systems, productivity tools, user accounts, and business applications
Ability to manage multiple priorities in a dynamic, fast-paced environment
Strong problem-solving, communication, and client relationship skills
Flexibility to adapt to changing project needs and schedules
Commitment to contributing to a mission-driven, service-oriented organization
Preferred Experience
Experience managing cloud-based productivity and collaboration platforms such as Microsoft 365, Google Workspace, or similar solutions
Familiarity with identity and access management tools, including directory services, user groups, and policy management systems
Experience supporting common business software and office productivity applications
Exposure to data backup, disaster recovery planning, and file restoration processes
Experience participating in IT projects or process improvement initiatives
Why Join Groff NetWorks?
Our philosophy is simple: serve others first -- our clients, our team, and our community.
We are a humble, accountable, and growth-minded organization that values collaboration, continuous learning, and a positive team culture. We believe technology should empower people, and we work together to make that a reality.
Awards & Recognition
2024 Best Places to Work Award Recipient
#1 Rated IT Team in Upstate New York
Ranked among the Top 25 Managed Service Providers Worldwide
Recognized for Rapid Growth and Service Excellence
What We Offer
Competitive compensation
Ongoing professional development and technical training
A supportive, inclusive, and collaborative work environment
Clear pathways for career growth within a growing organization
The opportunity to make a measurable impact for clients and communities
Join Us
If you are passionate about technology, enjoy building strong client relationships, and want to grow your career in a collaborative and mission-driven environment, we encourage you to apply.
Groff NetWorks is an Equal Opportunity Employer.
We celebrate diversity and are committed to creating an inclusive workplace where all individuals feel valued and supported.