Level II Support Technician/Technical Account Manager

About Us Groff NetWorks is a leading IT service provider dedicated to delivering comprehensive and secure technology solutions. Our mission is to empower businesses with reliable IT support, ensuring seamless operations and robust cybersecurity. With a commitment to excellence and integrity, we strive to build long-lasting partnerships with our clients, fostering innovation and trust in every interaction. The Opportunity Our client-facing Level II Support Technician/Technical Account Manager's primary responsibility is to provide IT reassurance by resolving client issues with a sense of urgency and ownership, manage clients' day-to-day IT needs and advocate for proactive steps to ensure continued success The Level II Support Technician/Technical Account Manager also performs an integral role in the company's internal operations by coordinating and supporting client-facing tasks performed by Service Desk, Transition team, and Project team partners. Level II Support Technician/Technical Account Manager reports directly to the Director of Operations, with dotted line reporting to the CEO as needed. What You'll Do Manage clients' infrastructure, environment, and applications Lead clients' technology review and improvement processes pre-emptively Own Documentation, Runbooks & Configuration Items, updating and pruning regularly for efficient support and continuous improvement Exercise significant independence and discretion to ensure effective and efficient operation of daily IT practices, processes, and technologies Resolve escalated Service Desk tickets Identify continuous improvement trends in tickets and proposing solution Review and update documentation What You'll Bring Required Qualifications: Bachelor's degree in a computer science discipline or an equivalent combination of education, certification, and work experience 2-3 years of IT Service Desk or similar experience progressively responsible project management or leadership experience in an IT environment, or an equivalent combination of education, certification, and work experience Flexibility in time commitment and role / project assignment Commitment to contributing to a mission-driven organization Experience proving IT reassurance in a fast-paced environment Preferred Qualifications: Office365/SharePoint account management and troubleshooting Active Directory Management and familiarity with User Groups and Group Policy Office Business Application experience Familiarity with Backup Disaster Recovery and file restoration Why You'll Love Working Here At Groff NetWorks, our philosophy is simple: Serve others first - our clients, our team, and our community. We're a humble, accountable, and growth-minded team that values collaboration, innovation, and fun (sometimes alongside our office dogs!). Awards and Recognition: 2024 Best Places to Work Award Recipient #1 Rated IT Team in Upstate NY Top 25 Managed Service Providers Worldwide Recognized for Rapid Growth & Service Excellence What We Offer: Competitive salary Professional development and ongoing training opportunities Supportive, inclusive, and collaborative culture Opportunities for advancement within a growing organization Join Us Ready to grow your career and make a measurable impact with an award-winning IT provider? Apply now to join Groff NetWorks as an Outside Sales Representative and help shape the future of client success. Groff NetWorks is an Equal Opportunity Employer. We celebrate diversity and individuality and are committed to creating an inclusive workplace for all.