IT Onboarding Specialist

KELLEY CREATE•Medford, OR

About The Position

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.

Requirements

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 afterhours 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 R2,2012,2016,2019 etc.
Proficient with Microsoft Office Applications including Visio
Desire to continuously improve processes to improve efficiency and service delivery
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
Possesses valid driver’s license and proof of insurance, acceptable driving record.

Nice To Haves

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.

Responsibilities

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