Dedicated IT Support Technician

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Our Dedicated IT Support Technician plays a critical role in delivering exceptional customer service and technical expertise while working directly at the client’s location. This position requires a deep understanding of the client’s IT infrastructure, business processes, and operational workflows, ensuring that IT services align with the organization’s goals while maintaining a high level of productivity and client satisfaction.

• Resolve end users’ ticket requests (text, chat, email, walk‑ins).
• Prioritize and multi‑task effectively.
• Communicate and interact professionally with clients and coworkers.
• Resolve Tier 1 and Tier 2 service tickets.
• Troubleshoot network, wireless, and server infrastructure issues.
• Set up new user laptops/desktops using Intune and train end users.
• Coordinate with the primary contact for escalation and timely resolution.
• Engage vendors for issues requiring outside support.
• Collaborate with internal Accellis teams to address critical business‑disruption incidents.
• Travel to various client locations as needed.
• Ensure KPIs for client satisfaction and ticket closure are met.
• Configure and troubleshoot Microsoft Intune/Azure.
• Maintain comprehensive documentation and inventory of assets.

• Communicate properly with the Client Strategy Team or Technical Account Manager (TAM)/vCIO on unresolved issues.
• Partner with the TAM to focus on the client’s long‑term goals.
• Work with the Escalation team on out‑of‑scope or escalation‑required issues.
• Cross‑train with other Dedicated IT resources and provide backup as needed.
• Train and ensure other Dedicated IT members are comfortable and knowledgeable.
• Work with the Project team and assist on client projects.

• Professional IT certifications (Microsoft MCP, MCSA, MCSE, Citrix CCEA/CCIA, Sonic Wall CSSA, Connect Wise CCPA, Lab Tech LTCP, Cisco CCNA, VMware VCP, etc.).
• Experience deploying Intune policies.
• Networking skills: switching, routing, firewalls, WLAN, VPNs, AWS, Azure, site‑to‑site, etc.
• Knowledge of Microsoft Azure environments.
• Strong interpersonal skills (telephony, communication, active listening, client care).
• Diagnostic skills for technical issues.
• Experience with VMware and Hyper‑V.
• Barracuda product knowledge is a plus.
• Ability to multi‑task and adapt quickly to changing priorities.
• Excell in reactive and proactive work.
• Technical awareness and ability to match resources to issues.
• Service awareness of key IT services provided.
• Understanding of support tools, techniques, and technology usage.
• Typing skill for accurate service request entry.
• Self‑motivated, able to work in a fast‑moving and remote environment.
• 2–5 years of IT experience.

Our mission at Accellis Technology Group is to have a positive lasting impact on our people, our clients, and our community. We strive to deliver transformative technology and exceptional experiences through a disciplined commitment to well‑aligned people, partners, technology, and clients. We provide outsourced IT services to businesses with 10 to 400 employees and are recognized as one of the largest MSPs in Ohio.

With robust partnerships, excellent leadership, and a fantastic culture, Accellis Technology Group is unstoppable.

• Seniority level:
  Mid‑Senior level
• Employment type:
  
  Full‑time
• Job function:
  Information Technology