General Duties & Responsibilities

• Members of the IT Department must be able to provide in person/on-site and/or remote technical support for all end-users, company-wide.
• Helpdesk tickets are auto-assigned in a round-robin fashion. Members of the IT Department must be able to respond to service issues and requests in a timely manner. We require a 10 minute reply-time on all helpdesk tickets. Note: a “reply” is exactly that; replying to the end-user to let them know someone has picked up their ticket and is currently reviewing it.
  • Technical support includes, but is not limited to, the following areas:
  • Software troubleshooting, installation, configuration, upgrades, maintenance.
    
  • Hardware troubleshooting, installation, configuration, upgrades, maintenance. This includes but is not limited to:
    • Desktop computers
    • Laptop computers
    • Printers
    • Scanners
    • Copiers
    • Network Equipment

• Email support; including fielding questions regarding the legitimacy of emails received by our users (e.g., verifying whether or not an email is a scam, then taking appropriate action to investigate and block the threat).
• Assisting end-users with locked accounts and/or password resets.
• Reliable transportation is required for travel to MD, VA, DE, and DC offices for on-site support which may occasionally include overnight/multi-day travel. Travel requirements are mainly based on the geographical relationship between the location requiring support and your primary office. Travel arrangements to offices beyond the DMV area (e.g., Ohio) will be provided by the company.
• Occasionally, your duties will require some work outside of normal business hours.
• Members of the IT Department will be trained on employee onboarding and offboarding procedures and will be expected to conduct new employee orientation as needed.
• Members of the IT Department will be expected to recognize that their primary function is to support Help Desk operations. However, they will also be expected to learn/participate in more advanced operations such as systems administration (Windows and Linux/UNIX OSs, primarily), network administration (static and dynamic routing, switching and VLANs, firewalls, wireless equipment), network equipment installation, Internet service installation, infrastructure wiring (occasionally we will install our own network wiring in new offices and/or repair existing wire as needed), and software development (C#, Python, JavaScript, SQL, PowerShell).
• Members of the IT Department will be issued all necessary tools, as well as a toolbox, that they will be expected to maintain and have with them at all times when conducting on-site technical support.
• In addition to Help Desk operations, members of the IT Department are expected to maintain inventory via inventory tracking software. This includes checking out / checking in equipment as it is assigned/unassigned to users and/or locations, and inputting newly procured equipment and supplies.
• It is the responsibility of all IT Department personnel to properly document problems, ticket resolutions, troubleshooting steps, as well as maintain existing documentation. Keeping a personal journal in Obsidian is highly encouraged.

ResWare Support

• ResWare is our primary production software, and its ability to function is one of the most critical aspects of our job.
• IT Department members are expected to learn ResWare support operations, which include but are not limited to:
  • Creating new user profiles
  • Onboarding, training, and offboarding users
  • Creating, maintaining, and updating document templates and forms, including company/branch specific logos, custom fields, conditional fields, authorized signatory and other document creation tasks.
  • Reviewing and revising global actions, action lists, and email templates as needed.
  • Reviewing end-user change requests with the Operations and IT Department directors.
  • Conducting Root Cause Analysis by reviewing audit trails and application error logs.
  • Additional duties may be delegated as needed.

Compensation & Benefits

Salary will be based on the level of experience, and you will also receive a robust benefits package. We offer medical, dental and vision insurance, 401(k) retirement plan with match, paid vacation, professional development opportunities, and more!