The IT Systems Senior Specialist will collaborate with IT Systems Manager to ensure our systems team functions at a high level of efficiency and efficacy, providing systems consulting services, implementation of systems projects, and managed IT support. Together, they will work as a cohesive team to oversee client accounts and manage team members who work directly with clients within the systems team.

To be successful as a IT Systems Senior Specialist, you will need to be able to provide process and technology solutions for small businesses in a wide variety of industries, accurately scope projects, delegate tasks, meet tight deadlines, build meaningful relationships with systems clients, and solve technical problems quickly.

As part of the systems team, the Systems Manager should be proficient in using Mac and PC computers, G Suite, and Office 365 administration. They should also possess exceptional verbal, written, planning, and presentation skills. A bachelor's degree in a related field is not required but is recommended, along with at least 3 years of help desk or IT support experience.

eGuide embraces diversity, equity, and inclusion and are driven by our core values (listed below) We are proud to be an LGBTQ+ Owned business and an equal opportunity workplace. We do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status.

Responsibilities:Assessments

Collaborate with the IT Systems manager to prioritize and manage requests and workload efficiently.
Lead technology assessments and successfully convert them into implementation projects.
Become a Product Owner on assessments by 90 day Review.
Provide impactful insights on tech stack integrations and be able to synthesize multiple platforms and systems into a single cohesive set of technology solutions for any given business.

Systems Projects

Execute the provisioning of technical assistance and supporting of incoming and ongoing queries and issues related to computer systems, software, and hardware.

To include:

Submitting project via Project boards on Monday.com to Production board following standard production workflow.
Ticket management via Monday.com IT board for all tickets assigned
Ability to provide break/fix management for partners
Implement projects such as: drive storage and email migration, CRM software implementation, project management software implementation, data analysis, user audits, and more.
Ability to problem solve in applications/services like: Airtable, Dropbox, Adobe, Pholeo, Trello, Zapier, Expensify, Monday.com, Microsoft 365, Google Workspace, etc…
Respond to delegated queries either virtually via email, zoom, and other managed systems.
Write training manuals (eGuides). Both for partners and eGuide.
Follow and enforce timeline by the use of deliverables as a Product Owner.
Help to maintain and grow current partnership opportunities with existing partners
Collaborate on development projects to secure new partnerships with both nonprofit and small businesses.
Product expert to answer Sales questions and produce scopers.

IT Support

Developing skills: growth to be supported through open questions and support where needed:

Train and onboard computer users. For both partners and eGuide
Train, onboard, and manage contractors within the Systems ecosystem
IT support
Specialized fields
Respond to email messages and adhere to ticketing protocols.
Install, modify, and repair computer hardware and software.
Gain feedback from customers about computer usage.
Managing Datto for all partners and eGuide
RMM
EDR

Qualifications:

Bachelor degree recommended but not required in a related field of study
Passion for nurturing growth in others and getting the best out of a team.
A willingness to learn and grow on the job.
Proven competency in technical troubleshooting and problem solving
3 - 5 years of experience in Help Desk or IT Support
Passion for small business and non-profit IT
Exceptional verbal, written, and presentation skills.
Ability to work effectively both independently and as part of a team.
Competency and base level awareness of Office 365 & Google Workspace Administration
Ability to work on tight deadlines.
Experience in the hospitality industry is recommended, but not required.

Compensation & Benefits:

Full Time estimated at 40 Hours Per Week
Hybrid work environment
Weekly team outings & lunch
Annual 60K - 75K base compensation
Bonus eligible based on performance
Health and Dental & Vision Insurance after 30 Days
401K and retirement benefits after 90 days

About eGuide

eGuide is driven by four core values, and the candidate must be able to show the ability to align with these company principles:

Do something that helps someone
Have fun. Be you.
Finish what you start
Learn & teach

Started in 2016 by Gregory Perrine, eGuide has been a valued partner to emerging organizations in both the digital creative (website, marketing, and branding) and the systems (IT and operations) spaces. Slated to double in revenue every two years, eGuide’s partnership approach allows clients to plug support into projects that keep the organization moving forward and allow small teams the ability to expand and contract in areas that require additional attention without taking on the overhead. Over 90% of clients who partner with eGuide have returned for subsequent projects and knowledge, effectiveness, and efficiencies are compounded with each opportunity.

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