Service Desk Professionals

Virtual Technologies Group•Maumee, OH

2d•Hybrid

About The Position

Virtual Technologies Group is seeking dynamic, customer-focused Service 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.

Requirements

Customer-focused
Technical support skills
Troubleshooting skills

Nice To Haves

CompTIA A+
CompTIA Network+
CompTIA Security+
Microsoft Certified: Modern Desktop Administrator Associate
Microsoft 365 Certified: Fundamentals or Enterprise Administrator Expert
Cisco Certified Support Technician (CCST)
Cisco Certified Network Associate (CCNA)
ITIL Foundation Certification
HDI Support Center Analyst (HDI-SCA)
Apple Certified Support Professional (ACSP)
Google IT Support Professional Certificate
VMware Certified Technical Associate (VCTA)
Jamf Certified Associate

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