IT Support Consultant

Velocity’s technical consultants provide excellent customer service with a high sense of professionalism all while helping clients assess, diagnose, and solve technology problems.

About the Position

This technical position bridges long-term client goals with day-to-day service delivery while maintaining excellent customer service. Providing excellent customer service is a must! The candidate will balance a role that includes aspects from other positions including Customer Service, Technical Account Management, End-User Support, and System Maintenance.

This is a client facing position with a majority provided onsite at client locations.

This position will also provide backup support to the Velocity Help Desk staff, including during peak hours and during employee PTO time.

The standard workweek is 40 hours, but the nature of this role requires the flexibility to work evenings, weekends, or extended hours as business needs and project deadlines dictate., · Serve as the main point of contact for client accounts, ensuring satisfaction, resolving escalations, and ensuring smooth service delivery.

· Respond to messages daily and in a timely manner.

· Present complex technical solutions in clear, non-technical language.

· Build strong client relationships through responsive, high-quality service.

· Assess client needs and communicate clearly to support project success and long-term growth.

· Communicate clearly with users at all levels to diagnose issues accurately and provide timely resolutions.

· Gather client requirements, train end users on new technologies, and explain technical concepts in plain language.

· Schedule and lead in-person client meetings.

· Develop and present solution strategies.

· Partner with and advise decision-makers.

· Lead projects through to completion.

· Proactively identify issues and drive them to resolution.

· Maintain detailed notes and update documentation daily.

· Manage and contribute to projects of all sizes.

· Schedule and conduct remote and onsite appointments.

· Willingness to handle tasks of any size in support of team goals.

· Perform other assigned duties as needed.

Technical Support Responsibilities

· Provide first-line desk-side or remote support for hardware, software, and network issues while managing the overall health and strategy of client IT systems.

· Unbox, configure, test, and deploy hardware and software.

· Support the help desk during peak periods and staff PTO.

· Provide comprehensive technical support to end-users across hardware, software, and network systems.

· Troubleshoot and resolve issues related to operating systems such as Windows and macOS, ensuring minimal downtime.

· Manage computer hardware assets, including desktops, laptops, mobile devices, and peripherals.

· Maintain and support IT infrastructure components like Active Directory, DNS, TCP/IP configurations, firewalls (including Meraki), VPNs, and LAN/WAN networks.

· Assist with software deployment and updates using tools such as SCCM to ensure security and efficiency.

· Monitor and support network administration tasks including TCP connections, DNS resolution, and network security protocols.

· Utilize help desk tools like to track incidents, manage requests, and document solutions effectively.

· Collaborate with team members on projects involving network upgrades or infrastructure improvements to optimize performance.

· Provide technical support by resolving issues remotely and performing onsite hardware and software repairs as needed.

· Install and configure software and provide end-user support.

· Work with Microsoft 365 and core infrastructure technologies, including firewalls, routers, and servers.

Location & Schedule

· Monday-Friday, 7:30 a.m.-4:30 p.m.

· Occasional evening and weekend work is required.

Do you have experience in Technical support?, · Resume shows consistent work history with no significant unexplained employment gaps.

· Strong track record of managing client relationships and maintaining high satisfaction in fast-paced environments.

· Experience with Microsoft technologies, including Entra ID and Azure Active Directory.

· Understanding of network architecture and organizational network operations.

· Experience unboxing, configuring, and installing technical equipment, including desktops, laptops, servers, routers, switches, access points, and printers.

· Strong understanding of domain architecture, including Windows environments.

· Experience identifying problems, assessing options, and implement effective solutions.

· Strong troubleshooting and root-cause analysis skills, with the ability to resolve escalated issues independently.

· Ability to translate complex technical solutions into clear, non-technical language for client presentations.

· Excellent time management skills.

· Ability to maintain notes and update documentation daily.

· Ability to articulate the value of business technology., · 3-5 years of professional IT consulting experience

· Reliable transportation

· Willingness to complete a background check, * Technical support: 3 years (Required)

• Customer relationship management: 3 years (Required)

Language:

• English (Required)

Pulled from the full job description

• Mileage reimbursement
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance, · Generous paid time off

· Comprehensive medical, dental, vision, and life insurance benefits

· 401(k) match

· Mileage reimbursement, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Retirement plan
• Vision insurance

Application Question(s):

• When you are not working, what do you like to do in your free time to relax and unwind?
• Salary information has been posted for this full-time position. Does this align with your expectations and is it acceptable to you?
• Time for a fun question. What would be one of your favorite destinations/cities to visit and what about it makes it one of your favorites?

Velocity IT Solutions is technical Customer Service Provider. We are a people company first that happens to provide IT support to organizations in the greater central Ohio area. We say, “Thank You” and “You’re Welcome” to our wonderful clients.