Help Desk: (651) 328-8905
Sales Inquiries: (651) 323-1775
We are champions of integrity, honesty, and openness in our interactions with our customers and employees. Our customer-focused culture is proactive. We listen and ask the right questions to develop and execute creative solutions. We constantly work to generate fresh ideas to incorporate the best solutions into our processes. By holding to our standards, sharing ideas, drawing out the best in each other, and employing our passions, we strive to exceed our goals and yours.
RYMARK is a local Managed Service Provider (MSP) providing proactive IT security and support to small-midsized businesses, small government, private EDU and nonprofit organizations. Join our successful team.
Understand our client’s needs and goals to ensuring that the services and hardware we provide will meet their expectations and help them to achieve those goals.
Provide customers and staff with a superior level of service. Track activities using ConnectWise ticketing system in an accurate and efficient manner. Support the Vision and Core Values of RYMARK. Attain maximum utilization of internal and field technical resources through daily dispatch of service requests. Perform service request intake from clients; Pre-processing service requests as they come in via email, phone, or by other means. Assign, schedule and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Track service requests and scheduling in ConnectWise. Manage, source, order, process and maintain inventory.
Act as the single point of contact to the client for all types of service requests
Process service requests as they come in; assign to the proper resource, establish priority based on business impact, and schedule service
Coordination of all IT support groups to ensure maximum utilization of billable resources
Monitor resource schedules to ensure prompt time entry on service requests
Ensure the quick and accurate resolution of service requests
Communicate with clients: keep them informed of incident progress, notify them of schedule changes and set proper expectations
Escalate service requests that cannot be scheduled within agreed service levels
Report the utilization of IT Support resources and successful completion of service requests to the Service Manager
Awareness of all the organization’s key IT services for which support is being provided
Proactively address problems and suggest best practice solutions
Communicate with vendors, clients, customers, team members, and managers to align goals
Source and determine the lowest cost for products/materials
Prepare and record purchase orders
Track delivery status and receive product
Communicate performances and costs to management
Recommend new processes or systems for improvement; implement new ideas and strategies
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 the essential functions.
Client service or phone related skills
Great customer service, communication and active listening skills
Strong knowledge of Microsoft Office and Windows 10
Attention to detail, ability to handle multiple tasks simultaneously and enjoy working a fast-paced environment.
Strong interpersonal skills required to effectively communicate with clients, vendors and team members regardless of race, sex, or age.
Self-motivated with the ability to adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Organizational and time-management skills
Critical thinker and problem-solving skills
Demonstrated ability to follow complex written and oral directions.
ConnectWise experience preferred.
Must be able to sit for extended periods of time. Job has extensive phone and computer usage, so effectively operating a computer is a must. Position requires lifting or exerting up to 50 pounds occasionally and/or 20 pounds of force consistently to move objects.
Monday to Friday from 7:00am to 5:30pm - some weekends and after hours.
Provide a superior level of assistance to clients in resolving requests, working on projects as assigned, and maintaining the help desk ticketing system in an accurate and efficient manner. Conduct and support the core values and technical goals of RYMARK.
Provide solutions efficiently in a fast-paced environment while simultaneously managing multiple service requests. Follow complex written and oral directions.
Help Desk Support: Provide phone, remote and onsite support for client desktop/laptop systems, networks, and servers. Install and configure workstations per RYMARK's standards. Install and provide support for business applications. Utilize third party vendor support to resolve proprietary issues.
Help Desk Ticketing System: Assist in managing and maintaining the existing help desk tracking system (ConnectWise). Update data and tickets as required.
Manage Active Directory users, manage network printing (setup and maintain the printers and other peripherals connected to the network), create and manage Microsoft 365/Exchange accounts.
Business applications: Install and provide support for business applications for end users as required. (Microsoft 365 as well as proprietary software)
Network Security: Assist in the implementation and management of security technology. (Firewalls, VPN's, Anti-virus, EDR, etc.)
Maintain and update knowledgebase as needed.
Support and maintain RYMARK’s core values: Customer above all else, Do the right thing, Team Player, Security Focused and Solve Problems.
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 the essential functions.
Associates Degree in IT or at least a year experience with a Managed IT-Service Provider.
Two years of practical experience analyzing and repairing Windows computers, troubleshooting operating systems and applications in diverse, networked environments.
CompTIA A+ certification.
WatchGuard, ConnectWise and Continuum experience
Microsoft MCP Certification
Microsoft 365 products, services, and management
Demonstrated ability to work with diverse groups of people regardless of race, sex, or age
Job has extensive phone and computer usage, so effectively operating a computer is a must. Position requires lifting or exerting up to 50 pounds occasionally and/or 20 pounds of force consistently to move objects.
Monday to Friday from 7:30am to 5:30pm - some weekends and after hours.
Provide a superior level of assistance to clients in resolving requests, working on projects as assigned, and maintaining the help desk ticketing system in an accurate and efficient manner. Conduct and support the vision and technical goals of RYMARK.
Provide solutions efficiently in a fast-paced environment while simultaneously managing multiple service requests. Follow complex written and oral directions.
Server Administration: Design, implement, and manage Windows Server environments running on physical and virtual machines.
Network Administration: Design, implement, and manage physical and virtual networks, including firewalls, managed switches, VLANs, etc.
Security Administration: Implement and manage security technology.
Maintain secure Windows domain environments using Group Policy and other methods. Work with vendors to implement and manage EDR, DNS protection, email filtering, and other solutions.
Help Desk Ticketing System: Assist in managing and maintaining the existing help desk tracking system (ConnectWise). Update data and tickets as required.
Help Desk Support: Provide phone, remote and onsite support for client desktop/laptop systems, networks, and servers. Install and configure workstations per RYMARK's standards. Install and provide support for business applications. Utilize third party vendor support to resolve proprietary issues.
Maintain and update knowledgebase as needed.
Support and maintain RYMARK’s core values: Customer above all else, Do the right thing, Team Player, Security and Problem Solver.
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 the essential functions.
Certificate of Completion in Computer Electronic Technology/Computer Information Systems from an accredited vocational or technical school requiring two or more years of full-time status for completion.
4+ years of practical experience with managing Windows Server environments.
4+ years of practical Firewall and Network experience in diverse environments.
4+ years of practical experience repairing computers, troubleshooting operating systems and applications.
4+ years of practical experience with VMware and Hyper-V implementation and management.
Microsoft Azure
Microsoft Certifications (MCSA, MCSE)
WatchGuard, ConnectWise and Continuum experience
Server backup software experience (Veeam preferred)
Office 365 products, services, and management
Mobile Device Management
Demonstrated ability to work with diverse groups of people regardless of race, sex, or age
Must be able to sit for extended periods of time. Job has extensive phone and computer usage, so effectively operating a computer is a must. Position requires lifting or exerting up to 50 pounds occasionally and/or 20 pounds of force consistently to move objects.
Monday to Friday from 7:00am to 5:30pm - some weekends and after hours.