Job description

THIS IS A REMOTE POSITION
The starting salary range is $50,000 - 60,000/yr and is based on your experience, education, and skills.
RSI Security is a small organization where collaboration is not only encouraged, but expected. We value relationships within our team and are intentional to build and maintain a strong team camaraderie through virtual happy hours, daily morning meetings to help us start off on the right foot, and meetings dedicated solely to professional development topics to help us develop and grow together.
Our employees receive a competitive compensation package and enjoy various benefits such as:

• Unlimited flex vacation
• Quarterly wellness recharge days
• 10 paid holidays
• Paid parental leave
• 401k 100% match
• Medical, Dental, and Vision plans
• FSA
• Short term disability
• and more!

For more information on RSI Security, please visit our website - www.rsisecurity.com or our social media RSI Security LinkedIn
Employment Category:
Full Time, Exempt Employee. Employee works 40 hours per week: Monday through Friday 8 am-5 pm; Employee’s schedule may be changed by Employer from time to time.
Reports to: Primary Supervisor – Technical Operations Manager
Physical Requirements:

• Ability to sit at a desk for long periods of time.
• Ability to clearly communicate with customers and staff through verbal and written communications.
• Ability to type, hand write, use computers and answer phones daily.
• Ability to occasionally lift up and/or move up to 50 lbs.

Primary Accountabilities of the position:

• Dispatch & Ticket Management
• Monitor service desk board in ConnectWise

• Technical Operations
• Technical Support
• Client Roadmaps
• One Time Assessments (OTA)
• Operate and maintain IT technical tools and services
• Client Documentation

Duties & Responsibilities for each Accountability:

• Dispatch & Ticket Management
• Monitor service desk board in ConnectWise
• Occasionally monitor the board and respond to the clients in order to meet SLA
• Coordinate with team to ensure that client needs are met in a timely and responsive manner
• Create client documentation per specific processes that are unique to the client for future technicians
• Record time and create internal notes to outline how issues were resolved

• Technical Operations
• Technical Support
• Create tickets and mark down technical information on the client’s behalf
• Coordinate with the client to remote in or otherwise resolve their issues
• Learn and adapt to meet the various issues that appear
• Perform system administration for active directory and emails
• Configure, upgrade and relocate PC hardware, software and print devices
• Perform software and hardware configuration across the Windows platform
• Design, develop, and test workflow processes for end-user developed applications, providing proof-of-concept support
• General end-user profile maintenance
• Provide escalated support and guidance to team members

• Client Roadmaps
• Provide up-to-date information and suggestions to clients on upgrading their IT related devices
• Provide updated cloud technology suggestions to clients to better utilize the new available resources and technology
• Offer on site support to clients as needed for improvement of IT hands-on in quick and effective way

• One Time Assessments (OTA)
• Guide clients through the OTA process and answer questions
• Conduct assessment and review security gaps
• Complete required forms and send to the client for review and signature
• Provide remediation for security gaps as needed

• Operate and maintain IT technical tools and services
• Reach out to CW support at any point of failure and ensure that our Labtech tools will be able to serve us in assisting the client
• Create and upload of agents for easy download
• Administer the backup solution on behalf of clients
• Research new tools and uses for our current applications
• Write scripts for improved automation
• Document internal processes and procedures in TechOps FAQ
• Administrator for ConnectWise and Labtech
• Train new hires on TechOps processes, tools, etc

• Client Documentation
• Document client information in IT Glue such as resources and configuration for new and old devices
• Update Change Management information as needed in IT Glue

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Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

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