• Maintaining and improving core enterprise SaaS systems (Google Workspace, Slack, Okta, Kandji, Workspace ONE). • Providing comprehensive end-user support for all remote workers worldwide. • Managing a fully remote fleet of laptops and maintaining accurate IT asset inventory. • Ensuring compliance with regulatory requirements. • Supporting existing full Apple macOS environment and expanding support to Windows in an enterprise setting. • Providing "white glove" support to the executive leadership team. • Implementing automation to make IT processes repeatable, scalable, and secure. • Leading the IT response in the areas of IT Incident, Response, and Problems for user tickets. • Providing L1/L2 support as part of the IT Support Team. • Leveraging data/metrics to improve KPI’s for compliance. • Collaborating with IT teammates and other stakeholders to mature ITIL processes.

Kraft Kennedy is a multidisciplinary consulting firm with expertise in technology strategies, application specialties, managed services and proactive support, technology and management consulting, and technology infrastructure. Combining this knowledge, our focused teams are dedicated to meeting the needs of our clients. If you are looking for a place where teamwork, client service, integrity, excellence, professionalism and continuous learning are core values, then Kraft Kennedy may be the place for you.  The Support Practice Group of Kraft Kennedy is seeking applicants for the full-time position of Technical Dispatcher. You must live in one of these locations to be considered for this remote position. (Connecticut, Delaware, Florida, Georgia, Illinois, Maryland, Massachusetts, New York, South Carolina, North Carolina, Tennessee, Texas, Utah, Vermont, DC, Kentucky, Pennsylvania, Ohio, Virginia or Washington.) The hours are 12 pm to 9pm. Overview Kraft Kennedy is looking for a talented and driven individual to join our Service and Support division to be responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.  This full-time position reports to the Service Manager and will work closely with co-workers, senior technical staff and other support staff in this collaborative, highly active, engaging environment. Make a difference for our clients and grow your technical skills in the process. Roles and Responsibilities ·   Act as first point of contact to the customer for all types of service requests. ·   Balance incoming work with available team members to maximize team utilization. ·   Pre-process service requests as they arrive through email, phone, manual entry, or direct customer input, including detailing the technical components of the problem and gathering information from remote monitoring tools. ·   Schedule internal and field technical resources on the ConnectWise dispatch portal ·   Monitor resource schedules to ensure prompt time entry on service requests ·   Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages ·   Improve customer service, perception, and satisfaction ·   Ability to work in a team and communicate effectively ·   Escalate service requests that cannot be scheduled within agreed service levels ·   Enter all work as service tickets into ConnectWise

Kraft Kennedy is a multidisciplinary consulting firm with expertise in technology strategies, application specialties, managed services and proactive support, technology and management consulting, and technology infrastructure. Combining this knowledge, our focused teams are dedicated to meeting the needs of our clients. If you are looking for a place where teamwork, client service, integrity, excellence, professionalism and continuous learning are core values, then Kraft Kennedy may be the place for you.  The Support Practice Group of Kraft Kennedy is seeking applicants for the full-time position of Technical Dispatcher. You must live in one of these locations to be considered for this remote position. (Connecticut, Delaware, Florida, Georgia, Illinois, Maryland, Massachusetts, New York, South Carolina, North Carolina, Tennessee, Texas, Utah, Vermont, DC, Kentucky, Pennsylvania, Ohio, Virginia or Washington.) The hours are 12 pm to 9pm. Overview Kraft Kennedy is looking for a talented and driven individual to join our Service and Support division to be responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.  This full-time position reports to the Service Manager and will work closely with co-workers, senior technical staff and other support staff in this collaborative, highly active, engaging environment. Make a difference for our clients and grow your technical skills in the process. Roles and Responsibilities ·   Act as first point of contact to the customer for all types of service requests. ·   Balance incoming work with available team members to maximize team utilization. ·   Pre-process service requests as they arrive through email, phone, manual entry, or direct customer input, including detailing the technical components of the problem and gathering information from remote monitoring tools. ·   Schedule internal and field technical resources on the ConnectWise dispatch portal ·   Monitor resource schedules to ensure prompt time entry on service requests ·   Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages ·   Improve customer service, perception, and satisfaction ·   Ability to work in a team and communicate effectively ·   Escalate service requests that cannot be scheduled within agreed service levels ·   Enter all work as service tickets into ConnectWise

Kraft Kennedy is a multidisciplinary consulting firm with expertise in technology strategies, application specialties, managed services and proactive support, technology and management consulting, and technology infrastructure. Combining this knowledge, our focused teams are dedicated to meeting the needs of our clients. If you are looking for a place where teamwork, client service, integrity, excellence, professionalism and continuous learning are core values, then Kraft Kennedy may be the place for you.  The Support Practice Group of Kraft Kennedy is seeking applicants for the full-time position of Technical Dispatcher. You must live in one of these locations to be considered for this remote position. (Connecticut, Delaware, Florida, Georgia, Illinois, Maryland, Massachusetts, New York, South Carolina, North Carolina, Tennessee, Texas, Utah, Vermont, DC, Kentucky, Pennsylvania, Ohio, Virginia or Washington.) The hours are 12 pm to 9pm. Overview Kraft Kennedy is looking for a talented and driven individual to join our Service and Support division to be responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.  This full-time position reports to the Service Manager and will work closely with co-workers, senior technical staff and other support staff in this collaborative, highly active, engaging environment. Make a difference for our clients and grow your technical skills in the process. Roles and Responsibilities ·   Act as first point of contact to the customer for all types of service requests. ·   Balance incoming work with available team members to maximize team utilization. ·   Pre-process service requests as they arrive through email, phone, manual entry, or direct customer input, including detailing the technical components of the problem and gathering information from remote monitoring tools. ·   Schedule internal and field technical resources on the ConnectWise dispatch portal ·   Monitor resource schedules to ensure prompt time entry on service requests ·   Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages ·   Improve customer service, perception, and satisfaction ·   Ability to work in a team and communicate effectively ·   Escalate service requests that cannot be scheduled within agreed service levels ·   Enter all work as service tickets into ConnectWise