Applied Tech

IT Support

• Respond to and resolve internal employees' IT-related inquiries, issues, and requests while adhering to SOC 2 and other relevant compliance standards.
• Diagnose and troubleshoot hardware and software problems, providing step-by-step guidance and solutions in a secure manner.
• Assist with computer setup, software installation, and configuration while ensuring data security and privacy.
• Create, modify, and deactivate user accounts, email addresses, and access permissions while maintaining strict access control policies in accordance with SOC 2 requirements.
• Perform routine maintenance on computer systems including hardware and peripherals while ensuring compliance with SOC 2 requirements.
• Document IT support procedures and troubleshooting steps while ensuring compliance with SOC 2 requirements.

Internal IT Specialist

• Technical issues involving Microsoft's full suite of business applications and operating systems
• Hardware and software support, maintenance and updates for desktops, printers, and mobile devices
• General knowledge hardware and software support for servers
• General knowledge firewalls, switches, and wireless access points
• Logging client issues correctly in our ticket management system.
• Substantial customer service focus with proven results for client satisfaction
• Demonstrate complete ownership and accountability of incoming tickets.
• Address time sensitive issues promptly.
• Candidates will be required to field incoming requests while working on several items at one time.
• Must be able to meet deadlines and effectively communicate issues/solutions.
• Logging client issues correctly in our ticket management system.
• Ability to work with vendors to get customer environment stable
• Candidates will be required to field incoming requests while working on several items at one time.
• Must be able to meet deadlines and effectively communicate issues/solutions.
• Must be able to go on-site to help with the needs of the customer
• Will be required to partake in the on-call rotation

IT Help Desk Technician

Customer Success Manager

• Lead a team of Client Success Managers to ensure that customers achieve their desired outcomes.
• Develop and implement strategies to enhance customer satisfaction, retention, and growth.
• Monitor and analyze customer health metrics and develop action plans to address any issues.
• Act as a customer advocate within the company, providing insights and feedback to product, marketing, and sales teams.
• Collaborate with marketing, product, and other departments to align sales efforts with company objectives.
• Prepare and manage the inside sales budget and develop sales forecasts.
• Ensure accurate and timely reporting of customer success activities and performance metrics.
• Develop a deep understanding of our products and services and how they meet customer needs.
• Organize incoming requests for work from multiple sources and plan projects.