Darkhorse Tech, Inc.

• Provide excellent customer service via phone and remote technical support • Walk clients through diagnostic procedures to identify and resolve errors • Communicate with vendors to request service, update, and resolve open tickets • Adhere to established methods for responding to and documenting support requests • Perform maintenance tasks on end user devices • Provide ongoing user training and self-fix solutions to clients • Set up, troubleshoot, and configure PCs, printers, peripherals, and network equipment • Handle escalations from the Tier 1 Help Desk team • Perform Tier 2 troubleshooting, configuration, and administration pertaining to clients’ printers, wireless network configuration, server-based print queues, antivirus and firewall programs, Microsoft Windows 7 and newer operating systems, Microsoft Office 2010 and newer; Microsoft Office 365; Apple OS, and more • Provide limited Saturday coverage as part of an on-call rotation schedule

• Provide excellent customer service via phone and remote technical support • Walk clients through diagnostic procedures to identify and resolve errors • Communicate with vendors to request service, update, and resolve open tickets • Adhere to established methods for responding to and documenting support requests • Perform maintenance tasks on end user devices • Provide ongoing user training and self-fix solutions to clients • Set up, troubleshoot, and configure PCs, printers, peripherals, and network equipment • Handle technical requests such as password resets, drive mapping, and user accounts setup • Provide limited Saturday coverage as part of an on-call rotation schedule • Perform Tier 1 troubleshooting, configuration, and administration pertaining to clients’ printers, wireless network configuration, server-based print queues, antivirus and firewall programs, Microsoft Windows 7 and newer operating systems, Microsoft Office 2010 and newer; Microsoft Office 365; Apple OS, and more

• Work under the direction of the Project Manager to manage and oversee multiple projects at a time • Track and ensure timely completion of tasks and tickets • Communicate with clients via phone and email regarding scope of work and project timelines • Communicate with third-party vendors via phone and email regarding scope of work and project timelines • Organize and schedule on-site and remote projects • Respond to questions and requests from clients • Assist in creating and updating policies and procedures for our Procurement and Project teams • Handle sensitive information in a confidential manner • Train staff members and new hires on our Project team • Collaborate with the Procurement Coordinator to monitor timeline of ordered parts • Coordinate travel for Installation Technicians

• Lead, coach, and develop the Inside Sales Team, Sales Administrator, and Territory Account Managers (TAMs) • Run regular sales team meetings to align on goals, priorities, and performance • Coach TAMs on client engagement, relationship management, and upsell strategies • Ensure all sales quotes are accurate, complete, and margin-protected • Oversee the quoting workflow in ConnectWise Sell, meeting turnaround and quality standards • Track and analyze key sales metrics including quote volume, turnaround time, conversion rates, and client engagement • Manage team quotas and ensure goals are achievable and consistently monitored • Work closely with Finance and Procurement to protect margins and ensure smooth order processing • Foster a positive, accountable, and performance-driven sales culture