Service Desk Professionals

Job Title: Service Desk Professionals (Tier 1- Tier 3) Company: Virtual Technologies Group (VTG) Location: Hybrid/Remote, Maumee, OH Department: Managed Services Vacancy Opening: October 2025/Evergreen Travel: N/A Position Type: Full-Time Employee Type: FTE/Hourly Position Overview Virtual Technologies Group is seeking dynamic, customer-focused Service Desk Professionals across Tier 1 to Tier 3 levels to provide technical support and service excellence to our clients. Whether you’re just entering the tech support world or a seasoned troubleshooter, we have a place for you in our growing team. These opportunities will be available October 2025. Day‑to‑Day Duties and Responsibilities Staff Mentorship & Training – Provide coaching, performance reviews, and ongoing training to Tier 1 and Tier 2 staff; foster career development. Process Optimization – Identify opportunities to streamline troubleshooting workflows and ticket escalation processes; implement industry best practices. Incident & Escalation Oversight – Coordinate response to critical issues and ensure timely resolution; serve as the final escalation point for complex cases. Documentation Management – Maintain detailed records, SOPs, and technical documentation for internal use and compliance. Cross‑Department Collaboration – Act as a liaison between support, engineering, and product teams to ensure unified service delivery. Technology Planning & Procurement – Contribute to vendor selection and purchasing decisions for support tools, software, and IT hardware. Performance Reporting – Monitor support analytics, generate reports, and present insights to leadership on trends and improvement areas. Preferred Qualifications CompTIA A+ – Foundational IT skills (ideal for Tier 1 support) CompTIA Network+ – Networking concepts and troubleshooting CompTIA Security+ – Entry‑level cybersecurity fundamentals Microsoft Certified: Modern Desktop Administrator Associate – Desktop deployment and support Microsoft 365 Certified: Fundamentals or Enterprise Administrator Expert – Administration of Microsoft cloud and productivity tools Cisco Certified Support Technician (CCST) – Entry‑level networking and cybersecurity knowledge Cisco Certified Network Associate (CCNA) – Intermediate networking, switching, and routing skills ITIL Foundation Certification – Best practices in IT service management and incident handling HDI Support Center Analyst (HDI‑SCA) – Customer service and help desk operations Apple Certified Support Professional (ACSP) – macOS troubleshooting and Apple ecosystem support Google IT Support Professional Certificate – Foundations for IT support and operations VMware Certified Technical Associate (VCTA) – Virtualization knowledge for Tier 3‑level troubleshooting Jamf Certified Associate – Apple device management and support in enterprise settings Benefits Overview VTG offers a comprehensive benefits package to meet the needs of our employees and their families. Benefits include medical insurance plans, dental insurance, vision insurance, health savings accounts (HSA), flexible spending accounts (FSA), life insurance, short and long‑term disability insurance, paid time off and holidays, and a 401(k) with employer match. EEO Statement VTG is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status. We believe that diversity strengthens our team and drives innovation. All employment decisions are based on qualifications, merit, and business needs. If you require reasonable accommodation during the application or interview process, please contact View email address on click.appcast.io. #J-18808-Ljbffr