IT Support Specialist - Technology Alignment Manager

Omni Strategic Technologies Inc•Wheeling, WV

2d•$50,000 - $75,000•Hybrid

About The Position

The Technology Alignment Manager serves as Omni’s “eyes and ears” with assigned managed service clients, enabling our vCIOs/advisors to deliver high-level strategic counsel and recommendations. In addition, he/she is responsible for supporting and/or resolving help desk tickets and contributing to technical service projects as assigned. Services are delivered both on-site and virtually depending on the task or issue at hand.

Requirements

5+ years of experience of increasing levels of technical knowledge and exposure to desktop support and troubleshooting, networking, routing, active directory, and disaster recovery.
Knowledge of IT systems including servers, desktops, scripting, routers, switches, and firewalls as well as peripheral devices, including network printers, webcams, scanners, etc.
Demonstrated success in providing support and problem resolution with unfamiliar systems, software, and hardware.
Strong troubleshooting skills and the ability to evaluate and manage changes, understanding their impact to systems, business, and users.
Excellent interpersonal and organizational skills, including the ability to deal with clients and colleagues of all backgrounds in a fast-paced, high-performance work environment.
Desire to continually learn innovative technologies and develop greater skill sets.
Excellent written and oral communication skills, with an ability to communicate technical information and ideas in user-friendly language to clients.
Passion for customer service.

Nice To Haves

Certifications like A+, Network+, Microsoft 365 Fundamentals are preferred, but not required for placement.
Familiarity of Products: Anti-Virus and malware protection solutions, Microsoft Office 365, Windows Server 2012/2016/2019/2022/2025 and Windows 10/11, Backup Solutions, Cloud computing infrastructure, ConnectWise Manage, Automate, and Control, Brightgauge dashboards.

Responsibilities

Deliver proactive services to assigned clients, including performing Technical Alignment against established standards, verifying centralized services, and fostering the client relationship by owning the technical aspects of their managed service agreement.
Develop and maintain technical knowledge of assigned clients’ environment including how they use technology, hardware, software, cloud inventory, LOB applications, and vendor relationships.
Contribute to the triaging and resolution of help desk tickets as needed, regardless of TAM assignment.
Adhere to – and when possible, contribute new thinking to – Omni policies, procedures, and best practices.
Diagnose and resolve both emergency and chronic problems related to availability, security, performance, connectivity, and overall functionality.
Design, implement, manage, and support client projects, seeing them through completion. Projects may include network level topology (WAN and LAN connectivity, routers, firewalls, and security), hosted and cloud solutions for customers using appropriate technologies that meet their requirements, and disaster recovery solutions.
Other duties and projects as assigned.