Position Summary

Under the general supervision of the President, the vCIO’s principal role is to provide planning, budgeting, and strategic direction to our clients in relation to information technology and systems. This position focuses primarily on the business relationship with the client and leveraging ICG’s technical resources to improve its operational efficiencies. Client satisfaction, contract renewals, and discovering additional opportunities fall under the realm of the vCIO.

Acceptable Performance

To accomplish this job successfully, an individual must be able to perform the assigned duties according to the acceptable standards established for the job role. The vCIO must be able to complete each essential job function satisfactorily.

Role and Responsibilities

• Manage the client on-boarding process and participate as necessary.
• Act as the main point of contact, expert, and ‘champion’ for Avatar’s relationship with the client and the client’s satisfaction and success.
• Develop an assessment of the current environment, annual strategic technology plan, and budget for each client
• Deliver monthly and quarterly reports around IT Support in regard to services provided and IT infrastructure health
• Provide a quarterly business review with clients in regard to IT plan and budget progress and their satisfaction with ICG support.
• Maintain communication with the IT SUPPORT Services Manager and NOC Leads to be aware of issues and trends in regard to Support.
• Maintain communications with the IT SUPPORT Consulting Manager to be aware of issues/risks/changes in scope with consulting project completion.
• Coordinate a satisfaction survey for Services and Consulting groups
  Team Leader

Responsibilities

• Work closely with Net Admin Team
• Works with team leads from other service delivery areas to develop assessments of client networks
• Mentor and train other vCIO’s
• May handle HR functions (vacation approvals, etc…)
• Works hand in hand with Technical Services
• Manager to achieve the goals
• Organize and conduct daily/weekly/monthly huddles and meetings with the team

Qualifications and Education Requirements

• Communication, Oral – Speaks clearly and persuasively; listens and gets clarification; response well to questions; demonstrates group presentation skills; participates in meetings.
• Communication, Written – Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively.
• Business Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethics; upholds organizational values.
• Thorough knowledge of Microsoft solutions.
• Thorough knowledge of anti-x solutions, switching, routing, and wireless technologies including virtual private networks (VPN)
• The ability to link IT systems to business objectives
• Knowledge of technology trends likely to impact the customer
• A firm grasp of IT project planning and management
• Experience in the IT budgeting process
• Analytical Skills – Ability to use thinking and reasoning to solve a problem.

Skills & Abilities

Experience: 6 plus years of experience in network / IT systems and troubleshooting steps.

Computer Skills: Extensive proficiency with information technology regarding both hardware and software. In-depth knowledge of Microsoft server, Thin clients, VPNs, and desktop operating systems, specifically Server 2008 and 2012 and Windows 7 and 8.

Certifications: Security +; Microsoft Server and Workstation; A+

POSITION SUMMARY

This position manages the network and server infrastructure of managed service customers. The Technical Alignment Specialist (TAS) is the primary contact for the customer and ensures that service delivery aligns with company standards. This individual will have an in-depth knowledge of the customer with the desired goal of reducing the amount of reactive support required for the client. Customer satisfaction and low tickets per endpoint is a primary objectives of the Network Admin accomplished through the deployment and adherence to corporate Best Practices. The Team Leader will be a mentor and the first point of escalation for the other Network Admins.

ACCEPTABLE PERFORMANCE

To accomplish this job successfully, an individual must be able to perform the assigned duties according to the acceptable standards established for the job role. The Network Admin must be able to complete each essential job function satisfactorily.

ROLE AND RESPONSIBILITIES

• Promote and represent the corporate culture and core values in all aspects of your job duties. As a Team Leader, you should encourage and foster this behavior in your team.
• Develop and maintain knowledge of client networks
  • Network snapshot
  • Hardware and software inventories
  • Updating configuration records in ConnectWise PSA
  • Basic understanding of Line of Business (LOB) applications and associated vendors
• Perform regular onsite services
  • Check server/network health
  • Monitor tools/application health
  • Check logs & maintains backups
  • Perform restoration tests
  • Provide technical support & user issues
  • Develop a relationship with the client
  • Simple implementation of new technology
• Onsite proactive services
  Implement the Avatar “Company Way”
  • Implements & helps define best practices
  • Administration checklist
  • Verification of remote services
  • Develops best practices spreadsheet
  • Works with vCIO to assess and minimize business risk
  • Evaluate and recommend new software, hardware, or upgrades
• Ensure client satisfaction
  • Is technology functioning properly?
  • Coordinates with vCIO to implement technology to meet business goals
• Perform any other tasks assigned.
• Organize and conduct daily/weekly/monthly huddles and meetings with the team

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Communication, Oral – Speaks clearly and persuasively; listens and gets clarification; response well to questions; demonstrates group presentation skills; participates in meetings.
• Communication, Written – Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively.
• Problem Solving – Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group-solving situations.
• Business Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethics; upholds organizational values.
• Team Builder – Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem-solving situations.
• Analytical Skills – Ability to use thinking and reasoning to solve a problem.

SKILLS & ABILITIES

Experience: 4 plus years of experience in network / IT systems and troubleshooting steps.

Computer Skills: Extensive proficiency with information technology regarding both hardware and software. In-depth knowledge of Microsoft server and desktop operating systems

Certifications: Microsoft Server and Workstation; A+

POSITION SUMMARY

This position is responsible for providing technical assistance and support via phone calls and e-mails from customers related to computer systems. A help desk specialist responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. If there are any issues or changes required, such as forgotten passwords, viruses, or email issues, the help desk will be the first person employees will come to. Customer satisfaction, quick response, and resolution time per ticket are primary service levels of the help desk. Any escalations will be given to the first available Net Admin.

ACCEPTABLE PERFORMANCE

To accomplish this job successfully, an individual must be able to perform the assigned duties according to the acceptable standards established for the job role. The Help Desk technician must be able to complete each essential job function satisfactorily.

ROLE AND RESPONSIBILITIES

• Promote and represent the corporate culture and core values in all aspects of your job duties. As a Team Leader, you should encourage and foster this behavior in your team.
• Develop and maintain knowledge of client networks
  • Network snapshot
  • Hardware and software inventories
  • Updating configuration records in ConnectWise PSA
  • Basic understanding of Line of Business (LOB) applications and associated vendors
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Respond to queries either in person or over the phone
  • Ask questions to determine the nature of the problem
  • Install, modify and repair computer hardware and software.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Run diagnostic programs to resolve problems
  • Install computer peripherals for users
  • Train computer users
• Implement the Avatar “Company Way”
  • Implement best practices
  • Work with Net Admin to evaluate and recommend new software, hardware, or upgrades
• Ensures client satisfaction
  • Ask about any other outstanding problems
  • Follow up with customers to ensure the issue has been resolved
• Perform any other tasks assigned.

TEAM LEADER RESPONSIBILITIES

• The first line of contact for support by end users
• Works closely with the Net Admin team
• Mentors and trains other Help Desk personnel
• Organizes and conducts daily/weekly/monthly huddles and meetings with the team

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Communication, Oral – Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Communication, Written – Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively.
• Problem Solving – Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group-solving situations.
• Business Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethics; upholds organizational values.
• Team Builder – Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem-solving situations.
• Analytical Skills – Ability to use thinking and reasoning to solve a problem.

SKILLS & ABILITIES

• Experience: 2 plus years of experience in network / IT systems and troubleshooting steps.
• Computer Skills: Extensive proficiency with information technology regarding both hardware and software.
• In-depth knowledge of Microsoft server and desktop operating systems, specifically Server 2008 and 2012 and Windows 7, 8, and 10.
• Certifications: Microsoft Server and Workstation; A+

POSITION SUMMARY

This position is the first step in our onboarding process and requires extensive interpersonal skills. The position requires the ability to use a telephone to call potential clients and deliver our message regarding a different perspective on business information technology results and cost. The ability to set appointments with the ideal potential client is imperative.

ACCEPTABLE PERFORMANCE

To accomplish this job successfully, an individual must be able to perform the assigned duties according to the acceptable standards established for the job role. The Inside Sales Representative role requires each essential job function to be completed satisfactorily.
ROLE AND RESPONSIBILITIES
Source new inside sales opportunities through calls and emails.
Develop a call plan and call log to meet the goals of calling contacts.
Successfully set up 3-5 meetings a week for Executive Team.
Understand the ideal client type and how to best reach that ideal client.
Achieve quarterly quotas by setting up appointments and conversions.
Route qualified opportunities to the appropriate sales executives for further development.

QUALIFICATIONS AND EDUCATION REQUIREMENTS
Organization – Maintains and follows processes; keeps records of tasks completed; maintains and follows the schedule of required tasks.
Self-Motivated – Performs the work role without constant supervision; proactively looks for tasks that can be automated; Create and follow a schedule.
Business Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethics; upholds organizational values.
Discipline – Ability to follow instructions exactly as they are described.
Perform any other tasks assigned.
SKILLS & ABILITIES
Experience: At least two years experience with an inside sales telemarketing position, preferably setting appointments in a business-to-business environment. You must have a proven track record for success.
Computer Skills: Excel, Word, Outlook, CRM.

POSITION SUMMARY

The Accounting Manager will plan and direct the accounting activities of the department.

DUTIES AND RESPONSIBILITIES

This is not an all-inclusive document. Additional duties, expectations, demands, etc. may be added or changed to this document on an as-needed basis in order to meet organizational needs. 

Essential Functions:

• Establishes internal controls and guidelines for accounting transactions and budget preparation.
• Oversees preparation of business activity reports, financial forecasts, and annual budgets.
• Oversees the production of periodic financial reports; ensures that the reported results comply with generally accepted accounting principles or financial reporting standards.
• Responsible for tax planning throughout the fiscal year; files annual corporate tax return.
• Audits accounts to ensure compliance with state and federal regulations; coordinates with outside auditors and provides needed information for the annual external audit.
• Presents recommendations to management on short- and long-term financial objectives and policies.
• Provides financial analysis with an emphasis on capital investments, pricing decisions, and contract negotiations.
• Ensures compliance with local, state, and federal government requirements.
• Performs other related duties as necessary or assigned.

Secondary Functions:

• Manages the accounting staff who are responsible for financial reporting, billing, collections, payroll, and budget preparation.
• Recruits and hires accounting and financial staff and conducts performance evaluations.
• Coordinates training programs for new staff and identifies training needs for current staff.

Supervisory Duties:

None

JOB SPECIFICATIONS / QUALIFICATIONS

Training and Certifications:

Experience:

Five years or more of related experience required.

Knowledge, Skills, and Abilities:

• Excellent management and supervisory skills.
• Excellent written and verbal communication skills.
• Excellent organizational and time management skills.
• Proficient in accounting and tax preparation software.
• Proficient in Microsoft Office Suite or similar software.