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Job Listings
The Support Concierge role is to be the single point of contact for end-users for Tier 1 and Tier 2 issues. This includes actively assisting end-users with issues both technical and non-technical. A Concierge maintains customer service intelligence and empathy, while providing an unparalleled experience. Additionally, a Concierge is skilled in resolving issues in a timely manner, while educating the end user on the path to resolution.
Key Qualifications:
- Passion for education and ability to instruct in a “hands-off” manner, letting users learn by doing.
- Demonstrated proficiency in technology, particularly Apple products, and the ability to quickly learn about new products.
- Strong people skills and a knack for problem solving
- Ability to develop and maintain business relationships with end-users
- Ability to educate end-users one-to-one or in a group setting
Description:
As a Support Concierge, you provide insightful advice and friendly, technical and non-technical support to end users. You quickly identify issues or create service requests, while explaining situations with patience and compassion. You fulfill our service commitment with style, speed, and skill. And you earn the trust of end users and coworkers alike as you offer mentorship, knowledge, and even tips and training.
Additional Requirements:
- You have strong people skills — you’re approachable, a good listener, and empathetic.
- Excellent written and verbal communication skills.
- Flexible with your schedule.
- White Glove Experience
- You have excellent time management skills and can make decisions quickly.
Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Schedule: 40 hours/ full time
Ability to commute/relocate:
Breinigsville, PA 18031: Reliably commute or planning to relocate before starting work (Required)
Experience:
Help desk: 3 years (Preferred)
Work Location:
In person
Salary
$25 – $27 per hour
Job title: IT Concierge Support Specialist- PART TIME
Level of experience: Entry Level-3 years experience
Schedule: Weekend and Evening shifts (part time)
Location: Allentown, PA
Description/Summary:
Summary:
The Support Concierge role is to be the single point of contact for end-users for Tier 1 and Tier 2 issues. This includes actively assisting end-users with issues both technical and non-technical. A Concierge maintains customer service intelligence and empathy, while providing an unparalleled experience. Additionally, a Concierge is skilled in resolving issues in a timely manner, while educating the end user on the path to resolution.
Key Qualifications:
- Passion for education and ability to instruct in a “hands-off” manner, letting users learn by doing.
- Demonstrated proficiency in technology, particularly Apple products, and the ability to quickly learn about new products.
- Strong people skills and a knack for problem solving
- Ability to develop and maintain business relationships with end-users
- Ability to educate end-users one-to-one or in a group setting
Description:
As a Support Concierge, you provide insightful advice and friendly, technical and non-technical support to end users. You quickly identify issues or create service requests, while explaining situations with patience and compassion. You fulfill our service commitment with style, speed, and skill. And you earn the trust of end users and coworkers alike as you offer mentorship, knowledge, and even tips and training.
Additional Requirements:
- You have strong people skills — you’re approachable, a good listener, and empathetic.
- Excellent written and verbal communication skills.
- Flexible with your schedule.
- White Glove Experience
- Nights and Weekend shift. Weekday shift 3PM-12AM and Weekend shift: 7AM-4PM AND 3PM-12AM.
- You have excellent time management skills and can make decisions quickly.
- Work Remotely
Job title: MSP Helpdesk Technician
Level of experience: Entry Level – 3 years experience
Schedule: Full Time (Willingness to work flexible hours and participate in on-call rotations as required)
Location: Allentown, PA
Description/Summary:
Job Description
An MSP (Managed Service Provider) Helpdesk Technician provides technical support and customer service to clients of a managed service provider. The role includes monitoring and responding to helpdesk tickets, resolving customer issues, and providing technical support for a range of IT services and products.
Key responsibilities of an MSP Helpdesk technician may include:
- Receiving and responding to customer support requests via email, phone or ticketing system
- Troubleshooting and resolving issues related to hardware, software, networking, and other IT-related problems
- Escalating issues to appropriate teams or levels of support as necessary
- Providing remote support for clients in multiple locations
- Maintaining accurate documentation of all support requests and resolutions
- Providing excellent customer service and maintaining positive relationships with clients
- Participating in ongoing training and professional development to stay up to date with emerging technologies and best practices
- Contributing to the development of knowledge base articles and other support resources
Requirements for the role may include:
- High school diploma or equivalent; some college or technical training in IT may be preferred
- Prior experience in a helpdesk or technical support role
- Knowledge of Microsoft Windows, Microsoft Office, and other common business software applications
- Understanding of computer networking and network troubleshooting techniques
- Strong problem-solving skills and attention to detail
- Excellent communication and customer service skills, with the ability to communicate technical concepts to non-technical users
- Ability to work independently and as part of a team
- Willingness to work flexible hours and participate in on-call rotations as required
Overall, an MSP Helpdesk technician plays a critical role in delivering high-quality technical support and customer service to clients of a managed service provider and helping to maintain positive relationships between the provider and its clients.
Job title: Service Desk Manager
Level of experience: Mid to Senior-level
Schedule: Full time, 40 Hours
Location: Allentown, PA (willing to relocate)
Benefits: 401k, Medical
Job Summary:
The Service Desk Manager is responsible for overseeing the day-to-day operations of the IT service desk, ensuring the timely resolution of technical issues, and delivering exceptional customer service to end-users. This role involves managing a team of service desk technicians, monitoring service desk performance, and implementing improvements to enhance the quality of IT support.
Key Responsibilities:
Frontline Support:
- Supervise and manage a team of service desk consultants responsible for answering incoming calls, emails, and support requests from end-users.
- Ensure that service desk personnel maintain a high level of professionalism and customer service when interacting with users.
- Coach and mentor team members to improve their problem-solving and communication skills.
Ticket Management:
- Oversee the entire lifecycle of support tickets, from initial logging and categorization to resolution and closure.
- Implement and maintain a structured ticketing system that enables efficient tracking and management of incidents and service requests.
- Regularly review ticket queues to ensure that incidents are properly triaged, prioritized, and assigned to the appropriate support personnel.
User Communication:
- Establish and maintain clear communication channels with end-users to keep them informed about the status of their support requests.
- Handle escalations and user complaints promptly and professionally, striving to achieve high levels of customer satisfaction.
- Gather feedback from users to identify areas for service improvement and customer experience enhancements.
Training and Development:
- Develop and deliver training programs for service desk consultants, covering technical skills, customer service best practices, and company policies.
- Conduct regular performance evaluations and provide constructive feedback to team members.
- Identify opportunities for skills development and career growth within the team.
Performance Monitoring:
- Define, measure, and report on key performance indicators (KPIs) related to service desk operations, including first-call resolution rates, average response and resolution times, and user satisfaction scores.
- Analyze KPI data to identify trends, bottlenecks, and opportunities for process improvement.
- Collaborate with other managers to align service desk performance with overall IT service goals.
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 7 years of experience in IT service desk operations, with at least 3 years in a leadership role.
- Proven experience in managing an enterprise-level service desk.
- Excellent verbal and written communication skills.
- Strong leadership and team management skills.
- Proficiency in IT service management (ITSM) tools and ITIL methodologies.
- Ability to manage and prioritize multiple concurrent projects effectively.
- Exceptional problem-solving skills with a keen attention to detail.
- Strong customer service orientation.
Salary
$100,000 – $130,000 per year
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