Optistar Technology Consultants is a growing, thriving, energetic managed IT service provider (MSP) firm with a unique business model with a presence in both the United States and Europe. We strive to deliver three core services: IT strategy, cyber defense and managed IT service plans. Optistar is part of The Vertex Companies LLC family of companies. The Vertex Companies, LLC is a leading multidisciplinary engineering and consulting firm that provides forensic consulting, engineering design, construction management, claims & dispute resolution, environmental, and digital solutions to insurance carriers, sureties, law firms, real estate owners, property managers, public agencies, and commercial clients.

Responsibilities 

• Leading, managing, and holding accountable a team of four Service Desk Technicians dedicated to supporting companies in our Group
• Provide Level 3 IT support to customers in response to their requests
• Receive escalations from Level 2 technicians: review these for acceptance, or alternatively for training moments
• Manage Team to Core Processes
• Monitor Service Level Agreement (SLA), and Key Performance Indicators (KPI) achievements
• Ensure tickets are updated with detailed technical notes
• Commit new/updated information to customer documentation
• Recommend, and help implement Department process improvements
• Backup Level 2 Technicians during times of high ticket volumes/low resources
• Participate in the weekend on-call rotation

Experience

• 7+ years' experience in a desktop support environment, or a bachelor’s degree from a four-year college or university (Computer Science Degree, Information Technology, or related field) preferred in Computer Science, or any combination of college and experience
• Advanced knowledge of:
  • Desktop hardware and software support
  • Microsoft Office365
  • Windows 10/11 operating systems
  • Printing systems support
  • VPN support
  • Cyber security
• Network and storage infrastructure
• Cloud and server-based applications
• Microsoft Azure Active Directory
• DUO administration and support

What would set you apart

• CompTIA Security+ certification
• Knowledge of advanced networking (Meraki, Firewalls)
• Previous experience with an MSP
• Experience with AWS
• Experience with MacOS and iOS
• Experience with Engineering Software, e.g., AutoCAD and SteelSmart
• Experience with Server infrastructure support
• Experience with Egnyte
• Experience with EleVia
• Experience with Teams calling

Skills & Abilities

• A passion and willingness to provide outstanding customer service
• Ability to comprehend ticket ownership and its requirements
• High technical expertise
• High organizational skillset and good time management abilities
• Ability to make decisions
• An innate desire to learn and understand
• Excellent communications skills
• High level of attention to detail
• Evidence of creative thinking with an aptitude for problem solving
• Knowledge and experience with Project Management principals
• Ability to interface with all levels of customers, having varying levels of IT knowledge\
• Strong technical knowledge
• Strong verbal and written communication skills
• Strong analytical skills

VERTEX offers a solid total compensation package including base salary and discretionary bonus plan. We also offer a robust benefits package including, healthcare (with multiple plan options) and dental; Company-paid Life Insurance, Short Term Disability, and Long-Term Disability. We offer a 401k plan with immediate match and vesting, Flex Spending Account, Employee Assistance Program, and other perks.  We provide a generous paid time off plan for eligible employees including 15 days of vacation, 64 hours of sick time, and 9.5 paid holidays (prorated for eligible part-time employees).  Our “Lifetime of Learning” program also offers tuition reimbursement and additional support for pursuing advanced education, to help employees grow their skills and careers.

VERTEX is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you require assistance to complete any part of the application process, please contact our Recruiting team at [email protected].

NOTICE TO THIRD PARTY AGENCIES:

Please note that VERTEX does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, VERTEX will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, VERTEX explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of VERTEX.