Senior IT Support Specialist

Virtual DataWorks is looking for a Senior IT Specialist that is dedicated, enthusiastic, and passionate about assisting clients with technical problems., * Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from clients experiencing problems with hardware, software, networking, server and other computer-related technologies.

• Troubleshoot Network, VoIP, Internet Issues, Peripherals (Printers, Scanners, and other devices).
• Provide support for backups, antivirus, web filtering, and spam filtering.
• Provide support for common business applications (ERP, Emails, etc.).
• Provide end user training for common support requests.
• Travel on site to customer’s location when physical support is required.
• Provide advanced technical support for Microsoft 365, Azure, and Active Directory environments.
• Manage user accounts, permissions, and group policies across the organization.
• Monitor, maintain, and improve endpoint security posture across all networks.
• Administer and troubleshoot various SaaS platforms used across the business.
• Manage and resolve tickets through PSA, ensuring timely and effective resolution.
• Serve as an escalation point for complex end-user issues.
• Support onboarding/offboarding processes, including account provisioning and device setup.
• Identify opportunities to improve IT processes, documentation, and security practices.
• Collaborate with other IT staff and departments to support broader technology initiatives.

• A minimum of 5+ years’ experience in IT, including hands-on experience supporting Microsoft 365, Azure, Active Directory, endpoint security, SaaS platforms, and end users. Previous MSP experience a positive.
• Certifications a positive - CompTIA A+, MTA, Network+.
• Must have excellent customer service skills along with strong written and verbal communication skills.
• Must demonstrate organization and prioritization skills to manage time and have effective decision making and problem-solving skills.
• Must have the ability to effectively communicate technical issues both internally and externally.
• Ability to lift standard computer equipment.
• Valid driver’s license.
• Reliable transportation.

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Virtual DataWorks is a growing Managed Service Provider (MSP) in Northeast Ohio with a mission to leverage technology to positively impact businesses. As an MSP we become an extension of our client’s staff and take the burden of technology off the small business, allowing them to focus on what they do best.