Careers

Job Details

Job Title	Level I Technical Support Consultant
FLSA	Exempt, Salary
Position Type	Full-time
Reports To	Support Team Manager
Location	Centennial, CO / Remote Positions Available
Compensation	$50,000 – $57,000 / hour + Full Benefits
Benefits	Paid Time Off, Employer Paid (50%) Medical Insurance, 401k Matching (4%), and an Extensive Selection of Voluntary Plans for Dental/Vision Insurance, Life/ADD/PAI, Disability Insurance, and Health Care Flex Spending

Position Description:

A Level I Technical Support Consultant installs, modifies, and makes minor repairs to computer hardware and software systems. Provides technical assistance and training to clients by performing the duties listed below. Travel is expected and required for this position.

Essential Job Functions:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Troubleshoots computer equipment and analyzes user requests or requirements to understand and fix minor computer issues. 
• Installs or assists in installing hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user’s premises. 
• Loads software packages such as operating systems, Microsoft 365, antivirus, or remote monitoring programs onto computers as specified by user standards and requirements. 
• Maintains all documentation by updating relevant changes, documenting all new implementations or processes, and creating walkthroughs to aid other team members. 
• Enters commands and observes system functions to verify correct system operation. 
• Responds to user inquiries concerning systems operation and diagnoses system hardware, software, and operator problems. 
• Instructs users in the use of equipment, software, and applications. 
• Recommends or performs minor remedial actions to correct problems. 
• Coordinates activities with the Customer Service Department, the Technical Service Department, and Management. 
• Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication. 
• Replaces defective or inadequate software packages. 
• Escalates high-level issues to the appropriate department or resource. 
• Assists the Customer Service Representative in creating and assigning support tickets.
• Accepts support calls in real-time to assist end-users with Tier 1 level requests.
• Assists with internal tickets and projects related to improving documentation for internal systems and external users and clients.

This is not an exhaustive list of all duties, responsibilities, or qualifications associated with this position. Incumbent may perform other duties as assigned.

Additional Duties & Responsibilities:

• All Level I Consultants are expected to maintain an average of five billable hours per day.
• Entering time into the timekeeping system on schedule and appropriately. 
• Participation in company projects, meetings, and objectives. 
• Traveling to client sites within the US and Canada to assist with projects and meet user needs. 

Supervisory Responsibilities:

• This position has no supervisory responsibilities.

Demonstrated Competencies:

• Critical Thinking – Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; understands workflows and procedures. 
• Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively. 
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; Contributes to building a positive team spirit; puts success of team above own interests; Able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed. 
• Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality. 

Education / Experience / Certification Requirements

• High School Diploma or equivalent is required
• Experience working in the professional services industry

Preferred Qualifications

• Related certifications or education is preferred
• One Year of IT or related experience is preferred 
• Experience working in organizations of 15 – 50 employees

Work Environment and Physical Activities

• Professional office setting
• Minimal travel
• Frequent keyboarding and phone support
• Lifting up to 50 pounds
• Must be willing to join an on-call rotation

To Apply:
Send your cover letter and resume to applications@leaftechit.com
Please put your name and the job title of the position you are applying for in the subject line.

LeafTech Consulting is an Equal Opportunity Employer

Job Details

Job Title	Level II Technical Support Consultant
FLSA	Exempt, Salary
Position Type	Full-time
Reports To	Support Team Manager
Location	Centennial, CO / Remote Positions Available
Compensation	$55,000 – $70,000 salary+ Full Benefits
Benefits	Paid Time Off, Employer Paid (50%) Medical Insurance, 401k Matching (4%), and an Extensive Selection of Voluntary Plans for Dental/Vision Insurance, Life/ADD/PAI, Disability Insurance, and Health Care Flex Spending

Position Description:

A Level II Technical Support Consultant installs, modifies, and makes minor and major repairs to computer hardware and software systems. Provides technical assistance, training, and consulting to clients by performing the duties listed below. Travel is expected and required for this position. 

Essential Job Functions:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Troubleshoots computer equipment and analyzes user requests or requirements to understand and fix major and minor computer issues.
• Installs or assists in installing hardware and peripheral components such as monitors, keyboards, printers, and disk drives on the user’s premises.
• Loads software packages such as operating systems, Microsoft 365, antivirus, or remote monitoring programs onto computers as specified by user standards and requirements.
• Maintains all documentation by updating relevant changes, documenting all new implementations or processes, and creating walkthroughs to aid other team members.
• Enters commands and observes system functions to verify correct system operation.
• Responds to user inquiries concerning systems operation and diagnoses systedzxRhardware, software, and operator problems.
• Instructs users in the use of equipment, software, and applications. Recommends solutions or performs remedial actions to correct problems or accomplish business goals.
• Recommends or performs minor remedial actions to correct problems.
• Coordinates activities and project tasks with the Customer Service Department, the Technical Service Department, and Management.
• Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
• Replaces defective or inadequate software packages.
• Escalates high-level issues to the appropriate department or resource and serves as a point of escalation for Level I technicians.
• Assists with internal tickets and projects related to improving documentation for internal systems and external users and clients.
• Assist clients with after-hours support requests by working a rotating schedule of evening, weekend, and Holiday technical support.

This is not an exhaustive list of all duties, responsibilities, or qualifications associated with this position. Incumbent may perform other duties as assigned.

Additional Duties & Responsibilities:

• All Level II Consultants are expected to maintain an average of five billable hours per day.
• Entering time into the timekeeping system on schedule, and appropriately. 
• Participation in company projects, meetings, and objectives. 
• Traveling to client sites within the US and Canada to assist with projects and meet client needs. 

Supervisory Responsibilities:

• This position has no supervisory responsibilities.

Demonstrated Competencies

• Critical Thinking – Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; understands workflows and procedures.
• Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
• Project Management – Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities.
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; Contributes to building a positive team spirit; puts success of team above own interests; Able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
• Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

Education / Experience / Certification Requirements

• High School Diploma or equivalent is required
• Two years of IT or related experience required
• Experience working in the professional services industry

Preferred Qualifications

• Related certifications or education is preferred
• Experience working in organizations of 15-50 employees

Work Environment and Physical Activities

• Professional office setting
• Minimal travel
• Frequent keyboarding and phone support
• Lifting up to 50 pounds
• Must be willing to join an on-call rotation

To Apply:
Send your cover letter and resume to applications@leaftechit.com
Please put your name and the job title of the position you are applying for in the subject line.

LeafTech Consulting is an Equal Opportunity Employer

Job Details

Job Title	Hardware Support Consultant
FLSA	Exempt, Salary
Position Type	Full-time
Reports To	Support Team Manager
Location	Centennial, CO / Remote Positions Available
Compensation	$50,000 – $65,000 / year + Full Benefits
Benefits	3 Weeks Paid Time Off, Employer Paid (50%) Medical Insurance, 401k Matching (4%), and an Extensive Selection of Voluntary Plans for Dental/Vision Insurance, Life/ADD/PAI, Disability Insurance, and Health Care Flex Spending

 

Position Description:

A Hardware Technical Support Consultant installs, configures, and preps computers and servers for deployment via manual installation or through system imaging solutions. Additionally, the hardware consultant researches hardware or technology solutions and provides recommendations to clients.

Essential Job Functions:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Sets up new computers using tools such as Dell Image Assist and other internal tools.
• Coordinates within hardware department to maintain internal inventory.
• Maintains customer inventory for clients with equipment stored in the office.
• Facilitates the purchase of new hardware by providing customers with pricing and computer
  options based on their needs
• Provides hardware advice and information to internal engineers and consultants
• Performs data backups for client and internal computers using backup software and internal
  tools
• Maintains awareness of current common hardware components and their differences (i7 vs i5,
  graphics card technologies, workstations, and server technologies)
• Troubleshoots computer equipment and analyzes user requests or requirements to understand
  and fix minor computer issues
• Installs or assists in installing hardware and peripheral components such as monitors, keyboards,printers, and disk drives on the user’s premises.
• Loads software packages such as operating systems, Microsoft 365, antivirus, or remote
  monitoring programs onto computers as specified by user standards and requirements.
• Maintains all documentation by updating relevant changes, documenting all new
  implementations or processes, and creating walkthroughs to aid other team members.
• Enters commands and observes system functions to verify correct system operation.
• Responds to user inquiries concerning systems operation and diagnoses system hardware,
  software, and operator problems.
• Instructs users in the use of equipment, software, and applications.
• Recommends or performs minor remedial actions to correct problems.
• Coordinates activities with the Customer Service Department, the Technical Service Department,
  and Management.
• Provides updates, status, and completion information to manager, problem request tracking
  system, and/or users, via voice mail, e-mail, or in-person communication.
• Assists with internal tickets and projects related to improving documentation for internal
  systems and external users and clients.

This is not an exhaustive list of all duties, responsibilities, or qualifications associated with this position.
Incumbent may perform other duties as assigned.

Additional Duties & Responsibilities:

• All Level I Consultants are expected to maintain an average of five billable hours per day.
• Entering time into the timekeeping system on schedule and appropriately.
• Participation in company projects, meetings, and objectives.
• Traveling to client sites within the US and Canada to assist with projects and meet user needs.

Supervisory Responsibilities:

• This position has no supervisory responsibilities.

Demonstrated Competencies:

• Critical Thinking – Synthesizes complex or diverse information; collects and researches data; uses
  intuition and experience to complement data; understands workflows and procedures.
• Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and
  apply new skills; keeps abreast of current developments; requires minimal supervision; displays
  understanding of how job relates to others; uses resources effectively.
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to
  others’ views; gives and welcomes feedback; Contributes to building a positive team spirit; puts
  success of team above own interests; Able to build morale and group commitments to goals and
  objectives; supports everyone’s efforts to succeed.
• Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote
  quality; applies feedback to improve performance; monitors own work to ensure quality.

Education / Experience / Certification Requirements

• High School Diploma or equivalent is required
• Experience working in the professional services industry

Preferred Qualifications

• Related certifications or education is preferred
• One Year of IT or related experience is preferred
• Experience working in organizations of 15 – 50 employees

Work Environment and Physical Activities

• Professional office setting
• Minimal travel
• Frequent keyboarding and phone support
• Lifting up to 50 pounds
• Must be willing to join an on-call rotation

To Apply:
Send your cover letter, a work sample, and a resume to applications@leaftechit.com
Please put your name and the job title in the subject line.

LeafTech Consulting is an Equal Opportunity Employer

Job Details

Job Title	Senior Technical Support Consultant
FLSA	Exempt, Salary
Position Type	Full-time
Reports To	Support Team Manager
Location	Centennial, CO / Remote Positions Available
Compensation	$65,000 – $80,000 / year + Full Benefits
Benefits	Paid Time Off, Employer Paid (50%) Medical Insurance, 401k Matching (4%), and an Extensive Selection of Voluntary Plans for Dental/Vision Insurance, Life/ADD/PAI, Disability Insurance, and Health Care Flex Spending

Position Description:

A Senior Technical Support Consultant will provide high-level technical support and systems analysis to identify, prevent, and resolve service interruptions for client networks and systems. Travel is expected and required for this position.

Essential Job Functions:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Provides technical expertise, leadership, and project coordination services to support and maintain the continuity of the organization’s computer systems and networks.
• Monitors systems usage and needs.
• Researches, identifies, and recommends software and applications that will improve the stability of systems and networks.
• Researches, identifies, and recommends new hardware, software, and applications to support current and/or future complex management information systems (MIS) needs.
• Recommends and implements policies and practices to maximize resource utilization.
• Takes a lead role in developing, implementing, and maintaining the data recovery aspects of the organization’s disaster recovery plan.
• Maintains knowledge of developments, trends, and best practices in technology and business networks.
• Troubleshoots computer equipment and analyzes user requests or requirements to understand and fix computer issues.
• Installs or assists in installing hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user premises.
• Loads software packages such as operating systems, Microsoft 365, antivirus, or remote monitoring programs onto computers as specified by user standards and requirements.
• Maintains all documentation by updating relevant changes, documenting all new implementations or processes, and creating walkthroughs to aid other team members.
• Enters commands and observes system functions to verify correct system operation.
• Responds to user inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
• Instructs and trains clients and users in the use of equipment, software, and applications.
• Recommends or performs remedial actions to correct problems.
• Coordinates activities and project tasks with the Customer Service Department, the Technical Service Department, and Management.
• Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
• Replaces defective or inadequate software packages.
• Escalates critical issues to the appropriate department or resource and serves as an escalation resource for Level I and Level II Technical Support Consultants.
• Assists with internal tickets and projects related to improving documentation for internal systems and external users and clients.
• Assist clients with after-hours support requests by working a rotating schedule of evening, weekend, and Holiday technical support.

This is not an exhaustive list of all duties, responsibilities, or qualifications associated with this position. Incumbent may perform other duties as assigned.

Additional Duties & Responsibilities:

• Senior Consultants are expected to maintain an average of six billable hours per day.
• Entering time into the timekeeping system on schedule, and appropriately.
• Participation in company projects, meetings, and objectives.
• Traveling to client sites within the US and Canada to assist with projects and meet client needs.

Supervisory Responsibilities:

• This position has no supervisory responsibilities but does serve as a primary technical escalation resource for Level I and Level II Technical Support Consultants.

Demonstrated Competencies

• Critical Thinking – Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; understands workflows and procedures.
• Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
• Project Management – Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities.
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; Contributes to building a positive team spirit; puts success of team above own interests; Able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
• Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

Education / Experience / Certification Requirements

• Bachelor’s degree in Computer Science or related field, or equivalent experience, required
• Five Years or more of IT or related experience
• Experience working in the professional services industry

Preferred Qualifications

• Master’s Degree
• Experience working in organizations of 15-50 employees

Work Environment and Physical Activities

• Professional office setting
• Minimal travel
• Frequent keyboarding and phone support
• Lifting up to 50 pounds
• Must be willing to join an on-call rotation

To Apply:
Send your cover letter and resume to applications@leaftechit.com
Please put your name and the job title of the position you are applying for in the subject line.

LeafTech Consulting is an Equal Opportunity Employer

Job Details

Job Title	Support Team Manager
FLSA	Exempt, Salary
Position Type	Full-time
Reports To	Chief Operating Officer (COO)
Location	Centennial, CO / Remote Positions Available
Compensation	$75,000 – $95,000 / year + Full Benefits
Benefits	Paid Time Off, Employer Paid (50%) Medical Insurance, 401k Matching (4%), and an Extensive Selection of Voluntary Plans for Dental/Vision Insurance, Life/ADD/PAI, Disability Insurance, and Health Care Flex Spending

Position Description:

The Support Team Manager is responsible for leading our Level I, Level II, and Senior technical support consultants while scheduling resources to maximize coverage and effectiveness. The STM will directly manage the consultants, create a cohesive team, and provide a best-in-class customer experience. The STM is responsible for meeting and maintaining key company goals related to SLAs, billable hours, the accuracy of billing entries, customer satisfaction, employee productivity, and quality of service.

Essential Job Functions:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Manage a support team/help desk consultants responsible for computer desktop support, customer employee technology implementation, user onboarding/offboarding, and cloud services support.
• Manage Support Team ticket queue on a daily basis by ensuring tickets are followed from inception to completion.
• Ensure ticket SLA requirements are met and maintained for all user tickets.
• Provide ticket reviews for consultants to ensure communications and troubleshooting steps are correct, appropriate, and up to company expectations and standards.
• Provide daily decision-making for ticket escalation.
• Identify support desk issue trends, seek out areas to build and improve our processes, and monitor recurring issues.
• Work with partner teams to help drive continuous improvement in productivity and efficiency.
• Continually seek opportunities to increase customer satisfaction and overall experience while strengthening client relationships.
• Plan and establish priorities and manage team resource allocation.
• Monitor consultant adherence to company support processes and provide direction and enforcement for company support desk policies and procedures.
• Act as an escalation point for complex and urgent issues.
• Provide coaching, professional development, and feedback to support desk team members.
• Report weekly to the COO on metrics, support tickets, and employee management status.
• Review and drive employees to meet personal and professional technology development goals.
• Develop, manage, and maintain employee training curriculum.
• Ensure support team meets minimum billable hours requirements for daily, weekly, and monthly goals
• Actively drive documentation creation and improvement for client systems, internal processes, and procedures.
• Manage and maintain the after-hours and holiday support schedule.
• Act as an escalation point for after-hours support on a rotating basis.

This is not an exhaustive list of all duties, responsibilities, or qualifications associated with this position. Incumbent may perform other duties as assigned.

Additional Duties & Responsibilities:

• Participation in company projects, meetings, and objectives.
• Build and maintain an excellent support team!  The success of your team measures your success.

Supervisory Responsibilities:

• This is a supervisory position for a team of 8-15 people.
• Manage time off and vacation approvals.  Ensure the support desk is appropriately and efficiently staffed and scheduled to deliver high-quality service.
• Review resumes, interview, and participate in hiring prospective support consultants for team positions.
• Onboarding, training, and offboarding of employees.

Demonstrated Competencies

• Critical Thinking – Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; understands workflows and procedures.
• Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; Contributes to building a positive team spirit; puts success of team above own interests; Able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
• Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

Education / Experience / Certification Requirements

• High School Diploma or equivalent is required
• Experience managing a team of employees
• Demonstrated experience with help desk ticketing and remote control/management software
• Solid technical background with the ability to give instructions to a non-technical audience
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Proven time management & scheduling abilities

Preferred Qualifications

• 5+ years of experience managing a team of employees
• Experience managing a help desk/service desk/call center
• Experience in Managed IT Services (MSP industry)

Work Environment and Physical Activities

• Professional office setting
• Minimal travel
• Frequent keyboarding and phone support
• Lifting up to 50 pounds

To Apply:
Send your cover letter and resume to applications@leaftechit.com
Please put your name and the job title of the position you are applying for in the subject line.

LeafTech Consulting is an Equal Opportunity Employer

Job Details

Job Title	Senior Network Engineer
FLSA	Exempt, Salary
Position Type	Full-time
Reports To	Chief Operating Officer (COO)
Location	Centennial, CO
Compensation	$75,000 – $95,000 / year + Full Benefits
Benefits	Paid Time Off, Employer Paid (50%) Medical Insurance, 401k Matching (4%), and an Extensive Selection of Voluntary Plans for Dental/Vision Insurance, Life/ADD/PAI, Disability Insurance, and Health Care Flex Spending

Position Description:

A Senior Network Engineer installs, modifies, and makes minor and major repairs to network infrastructure and configurations. The Senior Network Engineer is also responsible for testing firmware updates for network infrastructure and regularly deploying updates to customer infrastructure. Provides technical assistance, training, and consulting to clients by performing the duties listed below. Travel is expected and required for this position.

Essential Job Functions:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Troubleshoots network equipment and analyzes client requests or requirements to understand and fix minor and major network issues.
• Installs or assists in installing hardware and peripheral components such as monitors, keyboards, printers, and disk drives on the user’s premises.
• Loads firmware packages such as operating systems, UTM definitions, bugfixes, and other updates onto network equipment as specified by client standards and requirements.
• Maintains all documentation by updating relevant changes, documenting all new implementations or processes, and creating walkthroughs to aid other team members.
• Maintains consistent configuration backups of client network infrastructure and updates client configuration backups before making system changes.
• Enters commands and observes system functions to verify correct system operation.
• Responds to client inquiries concerning systems operation and diagnoses hardware, software, and operator problems.
• Instructs clients in the use of equipment, software, and applications. Recommends solutions or performs remedial actions to correct problems or accomplish business goals.
• Coordinates activities and project tasks with the Customer Service Department, the Technical Service Department, and Management.
• Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
• Replaces defective or inadequate software packages and network equipment.
• Escalates high-level issues to the appropriate department or resource and serves as a point of escalation for the Network Engineer.

This is not an exhaustive list of all duties, responsibilities, or qualifications associated with this position. Incumbent may perform other duties as assigned.

Additional Duties & Responsibilities:

• All consultants are expected to maintain an average of 50% billable time of time worked.
• Entering time into the timekeeping system on schedule, and appropriately.
• Participation in company projects, meetings, and objectives.
• Traveling to client sites within the US and Canada to assist with projects and meet client needs.

Supervisory Responsibilities:

• This position has no supervisory responsibilities.

Demonstrated Competencies

• Critical Thinking – Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; understands workflows and procedures.
• Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
• Project Management – Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities.
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
• Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

Education / Experience / Certification Requirements

• Two-year college or university program certificate.
• Two to four years of IT or related experience, required.
• Two to four years of managing professional-grade network infrastructure.

Preferred Qualifications

• Master’s Degree
• CCNA or equivalent certification
• Not-for-Profit experience
• Knowledge of the DiSC employee assessment system
• Experience working in the professional services industry
• Experience working in organizations of 25 – 50 employees

Work Environment and Physical Activities

• Professional office setting
• Minimal travel
• Frequent keyboarding and phone support
• Lifting up to 50 pounds

To Apply:
Send your cover letter and resume to applications@leaftechit.com
Please put your name and the job title of the position you are applying for in the subject line.

LeafTech Consulting is an Equal Opportunity Employer

Job Details

Job Title	Network Engineer
FLSA	Exempt, Salary
Position Type	Full-time
Reports To	Director of Technical Services
Location	Centennial, CO
Compensation	$65,000 – $80,000 / year + Full Benefits
Benefits	Paid Time Off, Employer Paid (50%) Medical Insurance, 401k Matching (4%), and an Extensive Selection of Voluntary Plans for Dental/Vision Insurance, Life/ADD/PAI, Disability Insurance, and Health Care Flex Spending

Position Description:

The Network Engineer monitors and maintains network infrastructure, including hardware, firmware, and operating systems, by renewing device support agreements, updating device firmware based on the vendor’s release schedule, and assisting in the change management process for client equipment. The Network Engineer is also responsible for the maintenance and upkeep of network monitoring and management tools, including network state and hardware management utilities.

Essential Job Functions:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Configures network hardware, including firewalls, switches, and access points according to client specifications
• Troubleshoots network-related issues to ensure timely resolution and client connectivity
• Maintains device firmware for firewalls, switches, and access points across multiple client environments
• Participates in regular change management meetings
• Renews device support agreements for network hardware
• Updates network device firmware regularly to apply patches and security definition updates
• Assists in circuit installation and testing
• Maintains network management systems, including device management portals, network state monitoring tools, and logging systems
• Create and update all documentation on internal processes and procedures related to duties and responsibilities.

This is not an exhaustive list of all duties, responsibilities, or qualifications associated with this position. Incumbent may perform other duties as assigned.

Additional Duties & Responsibilities:

• Assists in the ticket escalation process by identifying and resolving network incidents
• Evaluates and documents client network hardware and configurations
• Maintains current device configuration backups
• Assists with Level I and Level II ticket escalations, troubleshooting, and overflow on an as-needed basis
• Traveling to client sites within the US and Canada to assist with projects and meet client needs.

Supervisory Responsibilities:

• This position has no supervisory responsibilities.

Demonstrated Competencies

• Critical Thinking – Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; understands workflows and procedures.
• Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
• Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

Education / Experience / Certification Requirements

• 1 year of experience building or maintaining firewalls or equivalent certification (CCENT or similar vendor certification)
• Demonstrated knowledge of computing systems, including hardware, software, and operating system configuration and troubleshooting
• Demonstrated knowledge of IPv4 networking, including public and private networks, DNS, DHCP, and common protocols
• Experience building and maintaining site-to-site VPN tunnels for secure cross-site connectivity

Preferred Qualifications

• Experience with Fortinet firewalls, switches, and wireless access points
• Intermediate network certification, including CCNA or similar vendor certification
• Experience maintaining multisite spoke-and-hub network topologies
• VoIP and telephone experience
• Experience working in the professional services industry
• Experience working in organizations of 25 – 50 employees

Work Environment and Physical Activities

• Professional office setting
• Minimal travel
• Frequent keyboarding and phone support
• Lifting up to 50 pounds

To Apply:
Send your cover letter and resume to applications@leaftechit.com
Please put your name and the job title of the position you are applying for in the subject line.

LeafTech Consulting is an Equal Opportunity Employer

Job Details

Job Title	Tier 3 Network Engineer
FLSA	Exempt, Salary
Position Type	Full-time
Reports To	Director of Technical Services
Location	Centennial, CO
Compensation	$80,000 – $90,000 / year + Bonus + Full Benefits
Benefits	3 Weeks Paid Time Off, Employer Paid (50%) Medical Insurance, 401k Matching (4%), and an Extensive Selection of Voluntary Plans for Dental/Vision Insurance, Life/ADD/PAI, Disability Insurance, and Health Care Flex Spending

Position Description:
A Tier 3 Network Administrator troubleshoots and supports complex network and operating system problems for both the company and its customer base. Provides escalation support and training to junior engineers and users by performing the duties listed below. Onsite travel within the metro area is expected and required for this position with occasional out-of-town travel a possibility.

Essential Job Functions:
To perform this job successfully, an individual must have working experience with the following or similar
technologies and be able to perform subsequent tasks and duties.

• Strong understanding of network protocols including TCP/IP, UDP, DNS, DHCP, ARP, ICMP, and routing protocols (BGP and OSPF)
• Complete start to finish deployments of business and enterprise grade firewalls. Cisco, Sophos, SonicWall, or other major firewall vendors are acceptable. Fortinet is preferred.
• Complete start to finish deployments of managed switches. Enterprise or business class equipment such as HP, Fortinet, Cisco, or equivalent.
• Working experience and knowledge of network switch CLI commands in at least one switch
  platform.
• Strong understanding of DNS and DNS related configuration.
• Strong understanding of email related DNS and email security related configuration (DMARC and
  subcomponents)
• Experience deploying and troubleshooting firewalls in HA configurations
• Configuring and deploying Fortinet network devices (FortiGate, FortiSwitch, FortiAP)
• In depth understanding and experience with VLAN and network layering.
• Experience upgrading and expanding networks (firewall/s, core switches, and access points.)
• Migrating Cisco, Juniper, SonicWall or other major brand firewall configurations to FortiGate.
• Troubleshooting and resolving network, voice, and ISP issues.
• Experience with VOIP, voice technologies, and phone systems.
• VOIP network design and implementation.
• Experience and with legacy analog and digital voice technologies is a bonus.
• Strong understanding of network secure protocols (SSL/TLS, SSH, IPSec/VPN, Ciphers)of certificates (server, client, intermediate, chain, private/public keys, OCSP, CRL)
• Expert level knowledge in routing and switching, L2/L3 packet network services, internet and LAN design and understanding network architectures.
• Monitor, analyze and respond to infrastructure events Maintain comprehensive network standards, policies, procedures, and documentation
• Strong troubleshooting skills using network monitoring tools and packet analysis (Solarwinds,
  Wireshark, etc.)
• Experience with Network Access Control and Software Defined Networks.
• Experience establishing network designs, and documenting network standards and best practices is required.
• SD-Wan concepts and configuration.
• Ability work effectively in high pressure situations while maintaining communication with management and stakeholders.
• Enterprise storage (SAN, NAS) configuration and deployment, including iSCSI.
• Cloud technologies including O365, Endpoint Manager (Intune), Azure AD, etc.
• Remote access technologies including Citrix, RDS, VPN, etc.
• Windows Server deployment and troubleshooting
• Azure Management: Policies, Security, B2B
• Active Directory Management and Troubleshooting
• Accepts support calls in real-time to assist end-users with Tier 1 level requests.
• Assists with internal tickets and projects related to improving documentation for internal systems and external users and clients.

The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the
essential functions.

This is not an exhaustive list of all duties, responsibilities, or qualifications associated with this position.
Incumbent may perform other duties as assigned.

Additional Duties & Responsibilities:

• Network Engineers are expected to maintain an average of four billable hours per day.
• Entering time into the timekeeping system on schedule and appropriately.
• Participation in company projects, meetings, and objectives.
• Traveling to user sites within the US and Canada to assist with projects and meet user needs

Supervisory Responsibilities:

• This position has no supervisory responsibilities.

Demonstrated Competencies:

• Critical Thinking – Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; understands workflows and procedures.
• Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others views; gives and welcomes feedback; Contributes to building a positive team spirit; puts success of team above own interests; Able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
• Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

Education / Experience / Certification Requirements

• High School Diploma or equivalent is required
• Experience working in the professional services industry
• Experience managing a team of employees
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Proven time management & scheduling abilities

Preferred Qualifications

• Related certifications or education is preferred
• Experience in Managed IT Services (MSP industry)

Work Environment and Physical Activities

• Professional office setting
• Minimal travel
• Frequent keyboarding and phone support
• Lifting up to 50 pounds

To Apply:
Send your cover letter, a work sample, and a resume to applications@leaftechit.com
Please put your name and the job title in the subject line.

LeafTech Consulting is an Equal Opportunity Employer

Job Details

Job Title	Account Executive
FLSA	Exempt, Salary
Position Type	Full-time
Reports To	Chief Executive Officer
Location	Centennial, CO / Remote Positions Available
Compensation	$60,000 – $85,000 / year plus Sales Commissions + Full Benefits
Benefits	Paid Time Off, Employer Paid (50%) Medical Insurance, 401k Matching (4%), and an Extensive Selection of Voluntary Plans for Dental/Vision Insurance, Life/ADD/PAI, Disability Insurance, and Health Care Flex Spending

 

Position Description:

We are looking for a motivated and well-spoken Account Executive to join our sales team. The Account Executive will be responsible for developing the project, product, and service recommendations, communicating with clients, understanding their needs, and ensuring a smooth sales process through delivery and execution. An Account Executive should have demonstrated experience closing inside sales and meeting sales goals and objectives.

A successful Account Executive will be able to build instant client rapport and achieve client satisfaction. A top Account Executive is a great listener who demonstrates active listening skills with a competitive spirit.

Essential Job Functions:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Communicating with current and potential clients, making outbound calls to current and potential clients, and following up on internal and external sales leads.
• Understanding client needs and identifying sales opportunities.
• Answering potential clients’ questions and sending additional information via email.
• Keeping up with product and service information and updates.
• Creating and maintaining a database of current and potential clients and sales opportunities.
• Explaining and demonstrating features of products and services to clients and potential clients.
• Staying informed about competing products and services and having a good understanding of the current market rates for products and services offered by our competitors.
• Upselling products and services to clients and potential clients.
• Leading the hardware quoting and sales process for all internal and potential clients.
• Researching and qualifying new leads.
• Closing sales and achieving sales goals and objectives.
• Assisting the overall account relationship by providing strategic service and support to the assigned client base.
• Working with internal resources, providing client service, often facilitating work of others in quoting, fulfilling demand, ensuring on-time delivery of proposals, providing sales and marketing support, and troubleshooting other client problems.
• Functioning as a liaison between vendors and clients to build and establish long-term business partnerships for LeafTech.

This is not an exhaustive list of all duties, responsibilities, or qualifications associated with this position. Incumbent may perform other duties as assigned.

Additional Duties & Responsibilities:

• Participation in company projects, meetings, and objectives.
• Traveling to potential and current client locations within the US and Canada to assist with projects and meet user needs.

Supervisory Responsibilities:

• This position has no direct supervisory responsibilities.

Demonstrated Competencies

• Critical Thinking – Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; understands workflows and procedures.
• Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
• Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Excellent communication skills, both verbal and written.
• Excellent phone and cold calling skills.
• Good organizational skills and the ability to multitask.
• Exceptional customer service skills.
• Strong listening and sales skills.
• Ability to achieve goals.

Education / Experience / Certification Requirements

• High School Diploma or equivalent is required.
• Five Years or more of sales experience.
• Previous experience in Managed Services or in the IT field is required.
• Proficiency in Microsoft Office, PSA, and Quoting software applications.

Preferred Qualifications

• Related certifications or education is preferred
• Experience working in organizations of 15 – 50 employees

Work Environment and Physical Activities

• Professional office setting
• Minimal travel
• Frequent keyboarding and phone support
• Lifting up to 50 pounds

To Apply:
Send your cover letter, a work sample, and a resume to applications@leaftechit.com
Please put your name and the job title in the subject line.

LeafTech Consulting is an Equal Opportunity Employer

Job Details

Job Title	Project Manager
FLSA	Exempt, Salary
Position Type	Full-time
Reports To	Director of Technical Services
Location	Centennial, CO / Remote Positions Available
Compensation	$ 70,000 – $80,000 year + Full Benefits
Benefits	3 Weeks Paid Time Off, Employer Paid (50%) Medical Insurance, 401k Matching (4%), and an Extensive Selection of Voluntary Plans for Dental/Vision Insurance, Life/ADD/PAI, Disability Insurance, and Health Care Flex Spending

 

Organization:

Position Description:

The Project Manager is responsible for scoping, overseeing, updating, and closing technology projects for LeafTech’s clients. The Project Manager meets this goal by providing internal and external communications, scheduling of tasks and project milestones, evaluating project risks and completion, and reporting project status to LeafTech leadership.

The Project Manager is also responsible for documentation, template creation, and cross-training for systems where the Project Manager has specific expertise. Finally, the Project Manager is responsible for administrative and high-level technical support as needed. Other duties may be assigned as required.

Essential Job Functions:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Function as the customer’s single point-of-contact for problem identification and resolution for issues arising from ongoing projects.
• Communicate with all parties in a constructive manner to ensure all customer needs and expectations are met.
• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary.
• Perform customer follow-up to verify final resolution and determine satisfaction level.
• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
• Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements.
• Manage the development of the team by ensuring that project tasks and activities are in line with their career interests.
• Assist the technical services team in design and development tasks.
• Contribute to the continuity of services by providing the necessary leadership.
• Drive problem investigations and resolution as required by project needs.
• Ensuring that risks are identified, communicated, and mitigated and that and projects are delivered successfully through to production.
• Design and maintain process documentation for the service desk team.
• Manage the process of implementing change efficiently and effectively.
• Create and update all documentation on internal processes and procedures related to duties and responsibilities.

This is not an exhaustive list of all duties, responsibilities, or qualifications associated with this position. Incumbents may perform other duties as assigned.

Additional Duties & Responsibilities:Identify areas for improvement and make constructive suggestions for change.

• Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
• Escalate project issues to the DTS as required.
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions.
• Communicate project status to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
• Maintain specific knowledge of the customer and how our project relates to their business strategy and goals.
• Involvement in the design and building of project plans and estimates..
• Cross-train members of the technical services and customer service team.
• Facilitate project status team meetings and project task reviews.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in BMS as they occur.
• Review and approve project time and expense reports in BMS.
• Accountable for minimum billable hours requirements on a monthly basis.
• Enter all work as activities, service tickets, or project tickets in ConnectWise
• Review relevant publications and online materials to remain up to date with current and future trends emerging in the industry.

Supervisory Responsibilities:

• Indirectly supervises employees as needed to achieve project results and deliverables. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include scheduling and coaching; planning, assigning, and directing project tasks; appraising performance and reporting appraisals to the employee’s direct supervisor; addressing complaints and resolving problems.

Demonstrated Competencies

• Critical Thinking – Critical Thinking – Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; understands workflows and procedures.
• Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; Contributes to building a positive team spirit; puts success of team above own interests; Able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed. 
• Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

Education / Experience / Certification Requirements

• BA/BS, preferably in computer science, business administration or a related field.
• Three to five years of IT related experience.
• 2+ years’ experience managing projects from inception to completion.

Preferred Qualifications

• MBA/MS preferred but not required.
• 5+ years’ experience managing projects from inception to completion.
• PMP or equivalent certification
• Experience working in organizations of 25 – 50 employees

Work Environment and Physical Activities

• Professional office setting
• Minimal travel
• Frequent keyboarding and phone support
• Lifting up to 50 pounds

To Apply:
Send your cover letter, a work sample, and a resume to applications@leaftechit.com
Please put your name and the job title in the subject line.

LeafTech Consulting is an Equal Opportunity Employer

Job Details

Job Title	Systems Analyst
FLSA	Exempt, Salary
Position Type	Full-time
Reports To	Support Team Manager
Location	Centennial, CO
Compensation	$58,000 – $75,000 / year + Full Benefits
Benefits	Paid Time Off, Employer Paid (50%) Medical Insurance, 401k Matching (4%), and an Extensive Selection of Voluntary Plans for Dental/Vision Insurance, Life/ADD/PAI, Disability Insurance, and Health Care Flex Spending

Position Description:

A Systems Analyst is expected to be an expert on all internal technological systems and will be responsible for maintaining, improving, and auditing internal systems on an ongoing basis. A Systems Analyst also provides high-level technical support and systems analysis to identify, prevent, and resolve service interruptions for client networks and systems.

Essential Job Functions:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Performs recurring software license audits of client accounts to ensure all users are adequately protected, and clients are being invoiced correctly.
• Reviews, edits, audits and reconciles all software licensing with internal billing systems to ensure accurate billing.
•  
• Installs or assists in installing hardware and peripheral components such as monitors, keyboards, printers, and disk drives on users’ premises.
• Loads software packages such as operating systems, Microsoft 365, antivirus, or remote monitoring programs onto computers as specified by client standards and requirements.
• Maintains all documentation by updating relevant changes, documenting all new implementations or processes, and creating walkthroughs to aid other team members.
• Enters commands and observes system functions to verify correct system operation.
• Responds to client inquiries concerning systems operation and diagnoses systedzxRhardware, so ftware, and operator problems.
• Instructs clients in the use of equipment, software, and applications. Recommends solutions or performs remedial actions to correct problems or accomplish business goals.
• Coordinates activities and project tasks with the Customer Service Department, the Technical Service Department, and Management.
• Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
• Replaces defective or inadequate software packages.
• Escalates high-level issues to the appropriate department or resource and serves as a point of escalation for Level I technicians.

This is not an exhaustive list of all duties, responsibilities, or qualifications associated with this position. Incumbent may perform other duties as assigned.

Additional Duties & Responsibilities:

• All consultants are expected to maintain an average of 50% billable time of time worked.
• Entering time into the timekeeping system on schedule, and appropriately.
• Participation in company projects, meetings, and objectives.
• Traveling to client sites within the US and Canada to assist with projects and meet client needs.

Supervisory Responsibilities:

• This position has no supervisory responsibilities.

Demonstrated Competencies

• Critical Thinking – Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; understands workflows and procedures.
• Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
• Project Management – Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities.
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
• Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

Education / Experience / Certification Requirements

• Two-year college or university program certificate.
• Two to four years of IT or related experience, required.

Preferred Qualifications

• Master’s Degree
• Not-for-Profit experience
• Experience with organizations of 25-100 employees
• Knowledge of American Indian culture and communities and/or experience in working with American Indians
• Knowledge of the DiSC employee assessment system

Work Environment and Physical Activities

• Professional office setting
• Minimal travel
• Frequent keyboarding and phone support
• Lifting up to 50 pounds
• May be required to be on-call

To Apply:
Send your cover letter and resume to applications@leaftechit.com
Please put your name and the job title of the position you are applying for in the subject line.

LeafTech Consulting is an Equal Opportunity Employer

Job Details

Job Title	Operations Assistant
FLSA	Exempt, Salary
Position Type	Full-time
Reports To	Chief Operating Officer (COO)
Location	Centennial, CO / Remote Positions Available
Compensation	$50,000 – $60,000 / year + Full Benefits
Benefits	Paid Time Off, Employer Paid (50%) Medical Insurance, 401k Matching (4%), and an Extensive Selection of Voluntary Plans for Dental/Vision Insurance, Life/ADD/PAI, Disability Insurance, and Health Care Flex Spending

 

Organization:

Position Description:

An Operations Assistant reports directly to the Chief Operating Officer and works toward ensuring a smooth business environment with a focus on optimal operational performance between departments. This position requires the identification of operational risks and opportunity and providing solutions for the same together with the help of relevant departments.

As the position involves collaboration with different departments to increase overall work performance, strong attention to detail, the ability to pivot at a moment’s notice, and exceptional business acumen are needed.

Essential Job Functions:
Employee Retention, Professional Development, and Training

• Work closely with the operations manager and COO to oversee daily business operations.
• Responsible for assisting the COO in enforcing company policies and procedures within the office.
• Proactively recommend improvements to increase operational performance and customer satisfaction.
• Liaise with different departments to improve performance and work efficiency.
• Monitor internal supply procurement process and inventory.
• Manage the shipping and receiving process for internal and external shipments.
• Oversee and manage the Support Team’s calendaring and scheduling logistics.
• Assist with the development, implementation, and oversight of the after-hours CON schedule and response protocol.
• Review and audit ticket and billable time entries submitted by Support team members for accuracy and professionalism.
• Assist with the development, drafting, and publishing of internal policy and HR documents.
• Attending to any correspondence and emails by customers, clients, and vendors.
• Serve as backup personnel to the Customer Service Representative and fulfill CSR duties when the primary CSR is on break, at lunch, and out of the office.
• Answer all phone calls and emails directed to support.
• Collect information about the client and their technical issues or requests, then use that information to create helpful and descriptive tickets.
• Direct calls and tickets to the appropriate resources while communicating ticket handling priority, availability, and due dates to the entire team.
• Maintains the CSR Ticket Queue and assigns tickets to resources as they are available to handle issues
• Understand overall support operations, as well as the role and function of each team member.
• Maintain documentation for the support team, updating phone numbers, emails, and other contact information in our documentation system.
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions.
• Attend regular support team and companywide team meetings.

This is not an exhaustive list of all duties, responsibilities, or qualifications associated with this position. Incumbent may perform other duties as assigned.

Additional Duties & Responsibilities:

• Entering time into the timekeeping system on schedule, and appropriately.
• Participation in company projects, meetings, and objectives.

Supervisory Responsibilities:

• This position has no direct supervisory responsibilities.

Demonstrated Competencies

• Critical Thinking – Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; understands workflows and procedures.
• Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
• Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

Education / Experience / Certification Requirements

• High School Diploma or equivalent is required
• Experience working in the professional services industry

Preferred Qualifications

• Experience with organizations of 25-100 employees

Work Environment and Physical Activities

• Professional office setting
• Minimal travel
• Frequent keyboarding and phone support
• Lifting up to 50 pounds

To Apply:
Send your cover letter, a work sample, and a resume to applications@leaftechit.com
Please put your name and the job title in the subject line.

LeafTech Consulting is an Equal Opportunity Employer