JMARK is an IT managed services provider headquartered in Springfield, Missouri, with a second office in Tulsa, Oklahoma, and numerous full-time remote employees spread throughout the country. The reason JMARK is a "best" place to work can be summed up in one word: culture. Nurturing a respectful, supportive, dynamic, spirited culture among the more than 135 individuals that make up JMARK is a point of passion for CEO Thomas Douglas. It matters so much to him that every decision made regarding JMARK is run through the filter of how it will impact the culture at large—as well as every employee on an individual level.

This dedication to creating a positive environment has been instilled in every leader at any level—including the board of directors—and passed down to every employee in the company. From the first moment one walks in the door at JMARK, it is clear that this is a true family made up of teammates who care for one another, cheer each other on, and thrive on coming together to achieve greater things together than could ever be done alone. In fact, this feeling of fellowship is so strong that it transcends the distances between teammates working from home or in different locations.  The words "People First" are in our slogan, and everything that happens at JMARK leads back to that phrase.

Position Summary:

You are responsible for the processing of client requests by phone, email, and chat to properly prioritize issues that need technical assistance. You are responsible for accurately documenting client issues and contact information so that team members can efficiently address issues in a timely and effective manner. Prioritization requires, if necessary, that you follow up on a ticket to ensure that team members are aware of priority issues that impact client operations. You will provide best-in-class support to all clients and JMARK specific teams in any way as deemed necessary to facilitate the mission of JMARK to provide the most outstanding network support in the industry. You also will perform service and preventative maintenance activities on products, and assist in installations and deliveries.

You will assist in supporting a variety of networks and end-user environments with executives, business owners, managers, and end users. You must demonstrate superior communication skills to respond to diverse clients with urgent needs while recognizing most are looking for solutions, not technical explanations. You will diagnose and resolve client machine issues through assigned tickets in a timely manner. Processes include problem recognition, research, isolation, resolution, and follow-up steps. Provide support to clients on a variety of issues. Document, track, and monitor the problem to ensure a timely resolution. Simulate or recreate user problems to resolve operating difficulties. Recommend system modifications to reduce user problems based on JMARK best practices. Troubleshoot and repair (including reloading software if necessary) client computers. Make warranty claims with manufacturers for clients. Go onsite to deliver, pickup, setup, and troubleshoot client computers, servers, and networking equipment. Other projects may be assigned.

Duties and Responsibilities:

• Identify, document, and troubleshoot users computing issues to resolution while maintaining superior customer satisfaction.
• Effectively communicate the scope of work for all clients.
• Assess and reflect accurate billing options based on client contracts.
• Maintain and optimize the health and efficiency of team boards and client systems.
• Utilize service-specific tools and technologies (i.e. ConnectWise Suite, Network Management tool and Documentation tool) to deliver onsite and remote user support services.
• Update Professional Services Automation (PSA) software i.e. ConnectWise with accurate documentation of all activities conducted.
• Make warranty claims with manufacturers for clients.
• Onsite visits to deliver, pickup, setup, and troubleshoot clients’ computers, servers, and networking equipment.
• Support JMARK teams by effective communicating client issues while onsite.
• Utilize PSA software to enter client issues received by phone into the system, generating a ticket which will document the flow of the issue through the company.
• Utilize employee portal to access information organized by team, by ticket type, and ticket status.          
• Assist teams with addressing server offline notifications.
• Search for configurations of all types pertaining to any given specific company that can be used to resolve an issue, or added to a ticket for team member use to resolve an issue.
• Conduct research as necessary to resolve issues deemed resolvable by the Service Manager/Director.
• Utilize PSA software to search for configurations of all types pertaining to any given specific company that can be used to resolve an issue, or added to a ticket for team member use to resolve an issue.

Skills and Qualifications:

Technical Skills:

• Proficiency in supporting Windows Operating Systems
• Basic desktop VPN connectivity and troubleshooting and configuration (Cisco, Meraki, and other leading VPN technologies)
• Introductory knowledge performing backup and restores of different client environments
• Experience utilizing enterprise level remote management tools
• Desktop software experience such as Microsoft Office Suite
• Basic server support skills and understanding of Windows 2012-2019 in a workgroup and domain environment
• Experience identifying, troubleshooting, and replacing computer hardware
• Basic TCP/IP suite related implementation and troubleshooting
• Introductory knowledge with services such as DNS, DHCP, RRAS, and Active Directory
• Basic understanding of virtualization and imaging software
• Identify issues with internet connections and networks (including routers, switches, and firewalls)
• Security software such as Anti-virus, Anti-SPAM, Anti-Spyware, and other security related technologies

Licenses & Registrations:

• Valid driver's license
• Proof of vehicle insurance
• Reliable and suitable transportation that can be used as required to perform duties, if needed.

Other Skills & Abilities:

• Able to work independently and as part of a team
• Prepared to travel as required
• Exceptional written and oral communication skills
• Self-Motivated
• Intrinsic desire to make a difference in the lives of fellow coworkers
• Should enjoy learning new things

Experience:

• Six months to a year of experience working in the same or similar type of position and/or apprentice program, or the ability to prove technical competence
• Experience as part of a Microsoft Partner organization is a plus
• Experience working for a managed services organization is a plus