Project Manager II

In this customer-facing role as a Service Desk Technician II, you will be responsible for providing technical support and ensuring the delivery of exceptional service to meet the diverse needs of our clients. Your role will include troubleshooting, resolving issues, and contributing to the growth and success of our IT support services. You'll be the escalation point to service calls and emails, tackling common and challenging issues. Your focus? Providing top-tier customer service, making sure every interaction is a great experience. In this role, you're not just solving technical problems, you're creating happy customers.

Supervisory Responsibilities

• None

Responsibilities

• Be the initial contact for complex technical problems, offering quick and efficient solutions
• Answering support calls and working with fellow support team members and internal software development groups to identify and resolve problems
• Help Level I technicians grow and develop
• Troubleshoot and resolve hardware, software, cyber security and network-related issues for clients
• Monitor, manage, and prioritize service tickets to meet established service level agreements (SLAs)
• Collaborate with team members and other departments to address complex technical problems and ensure resolution
• Manage configuration/inventory and shipping of laptop stock for clients
• Provide remote and on-site support as needed, ensuring minimal disruption to client operations
• Document issue resolutions and create knowledge base articles to improve support efficiency
• Assist with the setup, configuration, and maintenance of IT systems, equipment, and software
• Participate in continuous improvement initiatives to enhance service delivery and operational efficiency
• Maintain clear and professional communication with clients throughout the support process
• Provision laptops and maintain accurate asset inventory records
• Participate in internal IT projects and contribute to process documentation and the knowledge base
• Provide deskside support to employees, including VIPs, in corporate offices
• Offer technical support for O365 applications and utilize Autotask to manage support tickets
• Take initiative to identify and address potential IT issues proactively
• Collaborate with team members and other departments to ensure seamless IT support
• Maintain a consistent office presence and manage workload effectively

Expectations

• Performance Goals and Metrics
• Workplace Behavior
• Collaboration and Teamwork
• Continuous Learning and Improvement
• Communication
• Work Quality
• Adherence to Deadlines
• Compliance and Security

Requirements

• 4+ years of experience in a Service Desk or IT support role. Strong troubleshooting skills across hardware, software, and network environments
• Reliable transportation to Arraya's office and if needed to our clients
• Proficiency in Windows and macOS operating systems, as well as common business applications
• Familiarity with basic networking concepts, such as TCP/IP, DNS, and VPN
• Familiarity with Active Directory/Microsoft Entra/O365
• Experience with ticketing systems and remote support tools
• Exceptional customer service and communication skills
• Ability to manage multiple priorities and adapt to a fast-paced environment
• Previous experience in Managed Services
• Basic to Moderate experience in PowerShell
• Experience with Intune
• Exchange experience/certification

Education

• High school diploma or equivalent
• Contain at least 2 Industry certifications such as CompTIA A+, Network+, or equivalent
• M365 and Azure Certified (MS-900, AZ-900, or above)

Position Type and Expected Hours of Work

• Full-Time
• Hybrid, up to 4 days in the office
• 40 hours per week
• Monday through Friday
• The hours may vary between 7am and 7pm EST
• One weekend shift rotation is required every four to six weeks, with a day off given in return
• Potential to travel to customer sites within driving distance of office

Working Conditions and Physical Requirements

• Prolonged periods of being in a stationary position while working on a computer
• Must be able to move and/or lift up to 40 pounds at times
• Must be comfortable operating a computer and/or other office productivity machinery

At Arraya, we firmly believe that people are our most valuable asset, and we've created a workplace that embodies this belief. Our senior leadership is actively involved in daily operations, collaborating closely with our committed teams to take a hands-on role in realizing our shared objectives.

Our team consists of a diverse group of tech enthusiasts, each bringing a wealth of industry knowledge and expertise to the table.

If you want to work in an exciting, fast-paced environment with an opportunity for learning and development, please reach out to us today Please send your resume and cover letter to

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