Help Desk Professionals

Virtual Technologies Group • Maumee, OH

4d • Hybrid

About The Position

Virtual Technologies Group is seeking dynamic, customer-focused Help Desk Professionals across Tier 1 to Tier 3 levels to provide technical support and service excellence to our clients. Whether you're just entering the tech support world or you're a seasoned troubleshooter, we have a place for you in our growing team. These opportunities will be available October of 2025.

Nice To Haves

• CompTIA A+ – Foundational IT skills (ideal for Tier 1 support
• CompTIA Network+ – Networking concepts and troubleshooting
• CompTIA Security+ – Entry-level cybersecurity fundamentals
• Microsoft Certified: Modern Desktop Administrator Associate – Desktop deployment and support
• Microsoft 365 Certified: Fundamentals or Enterprise Administrator Expert – Administration of Microsoft cloud and productivity tools
• Cisco Certified Support Technician (CCST) – Entry-level networking and cybersecurity knowledge
• Cisco Certified Network Associate (CCNA) – Intermediate networking, switching, and routing skills
• ITIL Foundation Certification – Best practices in IT service management and incident handling
• HDI Support Center Analyst (HDI-SCA) – Customer service and help desk operations
• Apple Certified Support Professional (ACSP) – macOS troubleshooting and Apple ecosystem support
• Google IT Support Professional Certificate – Foundations for IT support and operations
• VMware Certified Technical Associate (VCTA) – Virtualization knowledge for Tier 3-level troubleshooting
• Jamf Certified Associate – Apple device management and support in enterprise settings

Responsibilities

• Provide coaching, performance reviews, and ongoing training to Tier 1 and Tier 2 staff; foster career development
• Identify opportunities to streamline troubleshooting workflows and ticket escalation processes; implement industry best practices
• Coordinate response to critical issues and ensure timely resolution; serve as the final escalation point for complex cases
• Maintain detailed records, SOPs, and technical documentation for internal use and compliance
• Act as a liaison between support, engineering, and product teams to ensure unified service delivery
• Contribute to vendor selection and purchasing decisions for support tools, software, and IT hardware
• Monitor support analytics, generate reports, and present insights to leadership on trends and improvement areas

Benefits

• VTG offers a comprehensive benefits package to meet the needs of our employees and their families.
• Benefits include medical insurance plans, dental insurance, vision insurance, health savings accounts (HSA), flexible spending accounts (FSA), life insurance, short and long-term disability insurance, paid time off and holidays, and a 401(k) with employer match.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed