This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Service Desk Technician will provide services and support for a wide variety of customers, including multiple subscribers to the Company’s monitoring and contract Service Desk offerings. In addition, this position will act as a customer liaison for the Service Desk team as assigned, participating in customer-facing meetings and being responsible for updating runbook documentation as required or requested. What You’ll Do: - Monitor ticketing system service boards, inbound email, and receive inbound phone calls. - Act on requests and notifications in accordance with defined procedures, which vary by client. - Self-manage assigned tasks in accordance with Service Desk guidelines. - Create and manage workflow incidents within approved ticket and monitoring solutions. - Create and escalate incident response tickets. - Assist with new hire training. - Serve as an escalation point for Associate Service Desk Technicians when incidents arise. - Must be comfortable working in a 24/7/365 operational environment, including occasional evenings, weekends, and holidays as required to support business operations and critical infrastructure. Qualifications - A high school diploma or GED is required. - A minimum of 2 years of experience with various IT systems and applications. - Microsoft Active Directory, Outlook, Exchange, O365, and others. - Various VPN technologies and end-user computing systems and peripherals. - Certifications: CompTIA A+, Network +; MS-900 (Microsoft 365 Fundamentals) preferred. - DNS knowledge and how it applies to network devices. - Strong written and oral communication skills. - Strong interpersonal skills. - Ability to constantly adapt to rapid change. - Intuitive ability to gather data, diagnose, and troubleshoot end-user technology. - Ability to confidently explain and deliver complex recommendations. - Personally and professionally self-motivated. - Ability to effectively prioritize and execute tasks in a high-pressure environment. - Strong desire to exceed customer service and expectations. - Strong documentation skills regarding tasks, which will ultimately improve the team's knowledge base. Requirements Actual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base salary. Estimated Pay Range: $23 — $26 USD Benefits - Comprehensive medical, dental and vision plans for you and your dependents. - 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability. - Competitive Compensation. - Training and development programs. - Major offices stocked with snacks and beverages. - Collaborative and cool culture. - Work-life balance and generous paid time off.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description To help continue our rapid growth and solve our clients’ toughest problems, we need a Technical Support Specialist to join the team. If you love to solve problems and add value, please consider what your typical days might look like: - You will provide amazing support to our clients, greatly exceeding their experience of what anyone else has ever done for them. - You will escalate customer support requirements as appropriate, communicating relevant information (such as criticality and timeliness), and confirming acceptance of the escalated issue. - You will prepare desktops, laptops and miscellaneous hardware for customers. - You will keep customer documentation up-to-date and accurate. - You will deliver assigned operational and project commitments to customers, utilizing the entire customer team as necessary and as agreed with the Customer Team Lead. - You will perform customer maintenance activities on behalf of the customer team. - You will monitor the customer team’s assigned alerts in conjunction with the live helpdesk and respond appropriately. - You will work collaboratively with teams of smart, thoughtful people to best meet the needs of our clients. - You will demonstrate the ability to organize, prioritize, plan and deliver your work and commitments in a timely manner. Qualifications - You should possess excellent communication and customer service skills, both written and oral. - You should be able to explain technical challenges and solutions to just about anyone, regardless of their background. - You should be willing to participate in an on-call rotation and provide after-hours support as necessary. - We require at least 1-3 years of experience as a Desktop Support Specialist or similar role. - Prior experience working for a Managed Service Provider (MSP) is preferred. - Must be legally authorized to work in the United States for any employer without sponsorship. Requirements We expect that you will be able to perform the following tasks daily: - Servers: Active Directory, File Permissions, Domain, Backups, Antivirus - Network: Firewalls, Switches, Wireless, Voice, DHCP, TCP/IP, DNS, VPN - Computers: Computer Replacement, IPCONFIG details, Joint to Domain, Printer Installs, Antivirus - User Support: User Profile Migrations, Outlook Setup, Mobile Device Setup (email) - Applications and Products: Office 365, SharePoint, QuickBook Benefits - Unlimited vacation. - Significant 401k contributions. - Several opportunities to develop yourself.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are searching for a dedicated, supportive Help Desk Supervisor who can coach and motivate contact center representatives as they field calls from customers. The help desk supervisor will assist in the hiring of employees and assist in the training process, ensuring that every representative is well prepared for their calls and emails. They will continue to support representatives after training by: - Monitoring their progress - Ensuring that they understand and meet expectations - Answering their questions - Providing ongoing coaching opportunities and inspiration To succeed as a help desk supervisor, you should be focused on helping your team build the necessary skills and knowledge so they can better support customers. You should be supportive, communicative, and attentive. Qualifications - Bachelor’s degree with 7 years of relevant experience, or 11 years of relevant experience in lieu of a degree - Six (6) years of experience and sufficient technical knowledge in a relevant environment - Minimum of two (2) years of supervisory experience - Two (2) recent years of experience as a customer support services operator/analyst - One (1) year of recent supervisory experience in that setting - Satisfactorily demonstrated oral and written communication skills Requirements - Hiring, training, and preparing contact center representatives to respond to customer questions and complaints and troubleshoot problems with services or products - Ensuring representatives understand and comply with all contact center objectives, performance standards, and policies - Answering representative questions regarding best practices or difficult calls - Identifying operational issues and suggesting possible improvements - Monitoring and evaluating representative performance, providing learning or coaching opportunities, and taking corrective action, if necessary - Preparing reports and analyzing data to assist management as they determine contact center goals - Working with other supervisors and management team members to support representatives and maximize customer satisfaction - Supervise contractor personnel to ensure effective and timely processing of work assignments - Review the work completed by contractor personnel and ensure compliance with procedures, operations, and directions issued by Contractor upper management - Monitor the workflow to ensure minimum backlog and maximum productivity - Prepare documentation regarding any performance deficiencies - Brief newly assigned personnel regarding duties and functions as assigned, and monitor their progress - Maintain time and attendance and production logs of each employee supervised - Certify the accuracy of the information - Prepare daily and weekly staffing production and error reports for submission to Contractor or government management - Expected to answer calls and emails in addition to duties above Company Description Steampunk is a Change Agent in the Federal contracting industry, bringing new thinking to clients in the Homeland, Federal Civilian, Health and DoD sectors. Through our Human-Centered delivery methodology, we are fundamentally changing the expectations our Federal clients have for true shared accountability in solving their toughest mission challenges. As an employee-owned company, we focus on investing in our employees to enable them to do the greatest work of their careers – and rewarding them for outstanding contributions to our growth. If you want to learn more about our story, visit http://www.steampunk.com . We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Steampunk participates in the E-Verify program.

• Manage local endpoints using Entra, MDM, and EDR solutions. • Provide support for Windows and macOS operating systems. • Support and maintain several remote access platforms. • Follow up and resolve IT-related requests within established SLAs using the ticketing platform. • Troubleshoot issues and ensure timely resolution for end users. • Monitor and maintain accurate internal asset inventory records. • Handle onboarding and offboarding procedures, ensuring proper access and equipment allocation. • Proactively suggest ideas to improve processes and service quality. • Collaborate closely with the IT team to enhance support operations. • Availability to work night shifts (17:00 to 02:00)