• Provide advanced technical support for escalated issues (Tier 2) • Troubleshoot and resolve issues related to: macOS (Apple environments), Networking (VPNs, connectivity), Google Workspace and Microsoft 365 SaaS platforms • Document solutions clearly and in a reusable format • Collaborate with Tier 1 and Tier 3 teams to resolve complex issues • Support onboarding processes: Device setup and configuration, Account provisioning, and access management • Manage endpoint tools (MDM) such as Jamf, Intune, or similar • Act as the main point of contact for end users • Communicate solutions in a clear, friendly, and non-technical language • Own the full ticket lifecycle from start to resolution

• Retain and expand VTG’s most strategic accounts • Own a small portfolio of our largest clients and hunt growth inside it — expanding wallet share, converting spend into recurring services, and opening whitespace with service lines the account hasn’t bought yet • Complete the relationship transfer map for every account, hold first executive introductions, and establish your CRM baseline • Draft account plans and whitespace reviews for the full portfolio • Lead your first executive QBRs solo, build expansion pipeline to coverage, and map the renewal calendar 12 months out • Cross-functional orchestration across Service Delivery, Operations, Product, Finance, and Support so delivery excellence protects and grows each relationship. • Accurate account plans, forecasting, and pipeline for renewals and expansion

• Manage enterprise IT service delivery, planning, coordination, and resource availability for the ABMC Microsoft enterprise support contract. • Oversee transition services, proactive maintenance, reactive technical support, and on-demand application development. • Develop and manage comprehensive project documentation, including the Program Management Plan, Quality Control Plan, and Risk and Issue Log. • Deliver Monthly Contract Status Reports detailing completed work, CLIN hours utilized, ticket trends, SLA performance, and open risks. • Coordinate with the ABMC Change Control Board (CCB) to authorize production changes and manage emergency change procedures. • Manage the prioritized product backlog, iteration planning, and sprint resource allocation for business application development. • Retain ownership of incident escalation, tracking, and status communication when issues require support from Microsoft or other third-party vendors. • Ensure all contract deliverables undergo quality control reviews for technical accuracy, completeness, and Section 508 accessibility compliance.

Role Description We are seeking a highly skilled IT Support Services III-Help Desk to join our team and provide expert technical support to our organization. The ideal candidate will have significant experience in IT support, with the ability to troubleshoot and resolve complex issues across various systems and platforms. This role will involve: - Providing tier III support for complex application, hardware, and networking issues escalated from support teams, ensuring timely resolution and minimal downtime. - Utilizing analytical skills to diagnose issues and implement effective solutions, ensuring that root causes are addressed to prevent recurrence. - Assisting in the management and administration of IT systems, including servers, databases, and cloud services, ensuring optimal performance and security. - Offering high-level support to end-users, providing guidance and training on IT systems and applications to enhance user experience. - Maintaining comprehensive documentation of technical procedures, troubleshooting steps, and solutions to enhance the knowledge base for future reference. - Mentoring and supporting junior IT support staff, providing technical guidance and sharing knowledge to develop their skills and capabilities. - Monitoring system performance and security, proactively identifying and resolving potential issues before they impact users. - Participating in incident response activities, including investigating security incidents and recommending appropriate corrective actions. - Working closely with other IT teams, including network, security, and application support, to ensure seamless service delivery and address complex issues. Qualifications - Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience). - 5+ years of experience in IT support or system administration, with a focus on advanced troubleshooting and complex technical issues. - Strong knowledge of operating systems (e.g., Windows, Linux, macOS) and enterprise applications. - Extensive experience with networking concepts, including TCP/IP, DNS, DHCP, and VPN configurations. - Proficiency with helpdesk and ticketing systems (e.g., ConnectWise, ServiceNow, JIRA, Zendesk). - Excellent problem-solving skills, with the ability to work independently and manage multiple priorities effectively. - Strong communication skills, capable of conveying technical concepts to non-technical users. Requirements - Should be willing to accept a long-term work-from-home arrangement. - Should be amenable to a night shift schedule.