IT Onboarding Specialist

JOB SUMMARY

The IT Onboarding Specialist is primarily responsible for onboarding new partners into Kelley Create's IT Support services. Team members in this role will work directly with new partners to understand their business and how they use technology to be successful. They will diligently look for ways to improve partner outcomes within Kelley Create's supported IT stack.

ESSENTIAL FUNCTIONS OF THE JOB

* Collection of all pertinent technical support information per the onboarding process documentation

* Passwords

* Technical Assets (workstations, servers, switches, firewalls/routers, etc)

* Line Of Business (LOB) applications

* Other supporting vendors

* Collection of critical contextual information; processes, applications, services, and technologies needed for the partner business to operate properly

* Completing the onboarding checklist for each new partner

* Modifying onboarding techniques, timelines, and processes to ensure efficient collection of data and increase onboarding agility

* Completing partner service hand-offs calls, providing insight into the new partner staff, what they rely on from a technology perspective

* Work with partners to develop key documents and processes (New user builds, Workstation builds, User termination)

* Communicate progress with all associated members of the partner onboarding process

* Keeping the partner reprised of progress, roadblocks, and next steps during the entire onboarding process

* Documenting and relating collected information in the documentation platform to optimize the Service Delivery Team's ability to support the partner

* Identifying and documenting problematic technology configurations or shortfalls that vCIO's and Service Delivery will need to address going forward

* Identifying and communicating potential for improvement projects discovered during the onboarding process

* Provide "soft" technical support to partners during the onboarding process (when applicable).

* Serve as a utility technical member of the team when active onboardings are not in progress

* Other duties as assigned

SKILLS AND ABILITIES

* Ability and desire to provide exceptional customer service

* Ability to act with a sense of urgency while paying attention to detail

* Ability to multi-task effectively and thrive in a fast-paced environment

* Ability to communicate in a positive, effective, and efficient manner

* Ability to work independently and as part of a team

* Ability to prepare, organize and present information to groups of people

* Ability to work after hours at times and participate with on-call shifts

* Basic technical skillset in LAN/WAN design and troubleshooting

* Basic technical skillset in Windows operating systems:
Windows (XP,7,8,10) Window Server (SBS,2008 R2,,2019 etc.)

* Proficient with Microsoft Office Applications including Visio

* Desire to continuously improve processes to improve efficiency and service delivery

EXPERIENCE REQUIREMENTS

* Minimum of one (1) year experience providing exceptional customer service

* Technical support experience (call-center, internships, education, etc)

* Basic skills/experience with o365, windows desktop/server functionality and administration

* Basic skills/experience with LAN and WAN configuration, setup, and troubleshooting

EDUCATION / CERTIFICATION REQUIREMENTS

* A BA/BS in related field is preferred

* One or more of the following industry certifications: A+, Net+, Sec+, MCP, CCNA, etc

* are preferred though equivalent experience can be substituted.

* Possesses valid driver's license and proof of insurance, acceptable driving record.

PHYSICAL REQUIREMENTS ESSENTIAL TO PERFORM THE DUTIES OF THE JOB

* Frequently communicates with co-workers, customers, and vendors in person, on the telephone, and on the computer to provide assistance

* Frequently operates a motor vehicle while traveling to client site

* Frequently exposed to outside elements when traveling to client site

* Frequently sits and/or stands for long periods of time

* Frequently uses the computer with fingers and hands for documentation, research, and troubleshooting

* Frequently works in a well-lit, tempered room

* Frequently views the computer to perform duties

* Frequently bends, stoops, kneels, or climbs when installing or moving computers, monitors, servers, etc.

* Occasionally lifts objects such as office supplies, computers, monitors, and servers with weight up to 50 pounds

COMPETITIVE BENEFIT PACKAGE INCLUDES:

* Medical, Dental, and Vision Insurance

* Company paid Life Insurance & Long-Term Disability

* Other Supplemental insurance options

* Flex Spending Account Options

* Commuter Benefits

* 401K with company match

* Three weeks paid time off with increase based on tenure

* Paid Holidays and Volunteer time

* Ongoing training and educational opportunities