Senior Service Desk Technician

Outcomes. Delivered.

Voyatek, formerly GCOM Software and OnCore Consulting, delivers outcome-driven technology solutions to public sector agencies and higher education institutions nationwide.

For example, our technology:

• Facilitates access to nutritious food for children of mothers participating in the WIC program
• Supports first responders in reducing opioid overdoses within their communities
• Empowers colleges and universities to identify and thwart financial aid fraud
• Equips teachers with valuable insights to identify students requiring additional support
• Enhances efficiency for state tax agencies, leading to 99% faster return processing and quicker refunds for taxpayers

With a focus on Tax & Revenue, Health & Human Services, and Justice & Public Safety, Voyatek combines the scale to support large complex projects with the agility and accessibility of a boutique solutions provider. Together, Voyatek and its customers work to improve population wellbeing, create safer communities, and foster a thriving economy.

We re more than a technology company -- we re an outcomes company.

We encourage our employees to think differently, ask tough questions, and relentlessly pursue what s best for our customers and the residents they serve.

We believe that the value of technology is defined by its human impact. If you agree, you ve come to the right place.

Voyatek is seeking applicants to occupy the position of Senior Service Desk Technician within our team. This role offers remote work opportunities. At Voyatek, we value practical, outcome-driven Agile approaches that meet teams and programs where they are. If you re passionate about driving Agile maturity across an organization and have the expertise to support complex programs with a balanced and collaborative approach, we invite you to apply.

Key Responsibilities:

• Provide remote technical support for macOS and Windows, including troubleshooting and resolving hardware and software issues.
• Responsible for all tickets/requests/calls to ensure they are correctly documented, assigned, communicated, and updated with the relevant information and escalated, as necessary.
• Responsible for asset management.
• Responsible for the creation and documentation of Knowledge Base Articles and SOPs.
• Act as a liaison with users, technical staff, and vendors.
• Employee will work based on shift schedule staffing our Service Desk providing Monday Friday 8am 6pm EST support.
• Respond to email and phone requests in a timely manner and restore normal service to internal users based on established and approved service level objectives.
• Brief end users and/or management on the status of resolution efforts.
• Participate in technical and business-related projects and demonstrate the ability to follow standard ITIL processes.
• Maintain and upgrade computer hardware and equipment as needed.
• Ability to communicate well with clients, including clear explanations of complex technical issues.
• Ability to follow standard processes and complete documentation as needed.
• Excellent time management skills with the ability to stay organized and focused while handling multiple tasks.
• Proven ability to execute initiatives successfully and meet deadlines.
• Ability to establish priorities, work independently and proceed with objectives without supervision.
• Positive, can do attitude and ability to work in a team environment while maintaining a high level of independence.
• Other duties as assigned.

Qualifications:

• A.A or B.S. Degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline
• Desired Certifications: ITIL Foundations, CompTIA A+
• 2 5 years of experience working in a technical support and/or service capacity supporting Windows and macOS that demonstrates an ability to resolve issues within expectations and to the satisfaction of the customer/client.
• 2 5 years of working knowledge of the following: Microsoft Office 365, Microsoft Office, Windows, Mac OS, Active Directory, and Mobile Devices.
• Familiarity with network protocols and configurations.
• Familiarity with macOS security features and best practices.
• Experience with mobile device management (MDM) solutions for macOS.
• Willing and able to work business hours as assigned as well as willing to work off hours as needed, including weekends and holidays.
• Any ticketing system experience a plus
• Excellent oral and written communication skills
• Strong attention to detail

The wage range for this role considers the wide range of factors that are considered in making compensation decisions. This includes, but is not limited to, skill sets, experience and training, licensure and certifications, and geographic location. At Voyatek, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current annual range is $56,700 to $87,900. This position may be eligible for a discretionary bonus. This position is classified as non-exempt, eligible for overtime in accordance with applicable law.

Voyatek offers a variety of benefits to support your health, wellbeing, and career development. These include:

• Paid time off

• Flexible work schedules
• Health, Dental and Vision insurance
• Life insurance
• Long and Short-term disability insurance
• 401(k) with company match & immediate vesting
• Tuition and Professional Development Reimbursement
• Training
• Employee Referral Bonus Program

As part of our commitment to maintaining a compliant workplace, all final candidates will undergo and must pass a comprehensive background screening prior to starting work. This screening may include, but is not limited to, verification of employment history, education, criminal records, and other relevant checks. For certain positions, additional client-specific background screenings may be required in the future, in accordance with client requirements.

Voyatek does significant work with Federal and State tax and revenue authorities. If applicable to this role, all hires will be required to obtain a Federal Public Trust Clearance (Moderate Background Investigation). This clearance process may start upon offer acceptance; and must be cleared prior to working on these projects.

If you think you are a good fit for us, we encourage you to apply. Check out our career website for all open positions!

Voyatek provides equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status or domestic violence victim status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Equal employment opportunity applies to all terms and conditions of employment, including recruitment and hiring, job assignment/placement, promotion, upgrading, demotion, termination, layoff, recall, transfer, leave of absence, rates of pay or other compensation, internship, and training.