SUMMARY:
This position is responsible for providing first and second level support and resolution for intricate technical issues. The IT Service Desk Analyst serves as a phone and email contact for assisting and resolving customers with issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provide effective end user support and issue resolution via emails, phone calls, etc.Using system analysis techniques to respond to the most complex application issues for end users. Identifies problems and coordinates appropriate corrective action.Collect detailed information and exercises sound professional and technical analysis to document issue or request and determine the most effective method of resolution.Log all Service Desk interactions in ticket system.Troubleshoot and provide resolution to complex IT issues.Provide administration and support of all primary assigned computer, printer, and client applications.May train less experienced staff or project team.Prepare activity reports on support activities.Create formal documentation including configuration documentation, test documentation, and support documentation.Provide value as a team member in cross functional implementations while demonstrating effective interpersonal skills resulting in successful systems implementation and support.Promote knowledge transfer to influence positive change and strengthen the team’s performanceStay abreast of the latest technology trendsExpected to meet or exceed published support analyst III performance standards.Must possess superb customer service skills and an ability to diagnose and solve problems from non-technical descriptions provided by their customers.Required to take rotating call for weekend support.Other duties as assignedMINIMUM QUALIFICATIONS (EDUCATION, EXPERIENCE, SKILLS AND ABILITIES)
Associates degree in IT preferred or equivalent work experience.HS Diploma or GED required.At least 4 years of experience performing second level support for a Service DeskExceptional customer service skills with expertise in troubleshooting, diagnosing and solving complex computer related problems.Relevant and demonstrable technical support service experience in a software environment.Excellent organizational, time management, written and verbal communication skillsStrong working knowledge of computer hardware and network operating systems.Proficient technical knowledge of Windows 11 Professional operating system.Experience with Office 365 and other cloud-based products.Ability to complete multiple tasks with minimal direction.Advanced hardware and network connectivity trouble shooting skills.Advanced knowledge of Outlook in a large enterprise environment.Ability to listen and analyze customer needsAbility to interact with end-users, and internet service providers.Experience in using common Customer Service software.Presents a positive image that reflects well on the organization.Ability and willingness to work various schedules,3rd shift or weekend shift, Mon -Fri 9 AM EST to 6PM ESTAbility and willingness to work some holidays and rotating schedule as needed to meet service standards and business needs.CERTIFICATION, LICENSES
Possess a minimum of one IT certification in the following: (MCP, A+, Network+, Security +)WORK ENVIRONMENT
This position is eligible for working from home after 2 months of training and proving reliability.The employee is exposed to various business environments with moderate noise levels created by computers and/or printers and light traffic.Position is administered in an extremely fluid, fast paced fashion with multiple high-priority demandsPHYSICAL DEMANDS
While performing the duties of this position, the employee is regularly required to talk or hear.The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.The employee must occasionally lift and/or move up to 40-50 pounds.Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.Company DescriptionPioneer Technology is a nationwide Managed Services Provider with a strong focus on healthcare andPosition Overview
The Desktop Engineer is expected to deliver a reliable, secure, and efficient end-user computing experience for both internal staff and customers across many remote locations. Work activity includes responding to endpoint security incidents, administering remote monitoring and management tooling, building automation to deploy and update software at scale, and resolving escalated desktop support tickets. The role requires the candidate to demonstrate initiative, strong customer service instincts, and proficient learning and mentoring ability amongst peers and supporting staff. This role must be capable of working with limited supervision and must be able to interact effectively with all levels of Client management.
This position reports directly to the Chief Technology Officer.
Responsibilities
Serve as subject matter resource in the design, deployment, and support of end-user computing environments to deliver services with high availability and reliability.Onboard new customer sites into endpoint security tooling and configure general protection, detection, and response policies in coordination with the Systems team and CTO.Administer the company’s Remote Monitoring and Management (RMM) platform: define standards, perform initial audits of new customer environments, and maintain consistent monitoring, alerting, and patching policies.Build and maintain PowerShell scripts to deploy software, configurations, and updates at scale across many customers and endpoints.Manage Windows update strategy, ring deployment, and patch compliance across the entire customer base.Image, deploy, configure, and support Windows workstations and laptops.Own and execute the endpoint imaging process end-to-end, including standards, image maintenance, and deployment workflow.Work desktop-related tickets, software deployment, installation, and end-user troubleshooting, from open to resolution in a timely manner.Serve as a critical resource and escalation point for the Service Desk and Asset Management teams with high-priority software issues.Participate in departmental specifications, policies, procedures, and standards that guide the management of endpoints, security tooling, and software delivery.Work closely with the Systems, Network, and Support teams to coordinate upgrades, patching, and rollouts while maintaining optimal performance.Participate in ensuring that policies, procedures, and standards are followed.Perform special projects and other duties as assigned by management.Troubleshoot and isolate hardware, OS, and application issues and coordinate problem resolution with vendors and third parties.Maintain accurate RMM component list to ensure proper software deployment by all teams.Perform regular reviews and adjustments to RMM device inventory to ensure proper billing by Finance.Record and test all software upgrades and Windows patch releases in sub-production environment prior to mass deployment.
Technical Expertise
Desktop expertise, including Windows 10/11.Hands-on experience administering an enterprise RMM platform: building monitoring profiles, creating automation/scripts, deploying software packages, and producing audit reports against a defined standard.PowerShell scripting skills with a track record of building scripts that deploy software, apply configurations, and remediate issues.Demonstrated ability to manage Windows Update at scale — deployment rings, patch approvals, compliance reporting, and remediating failed or stalled updates.Ability to maintain a heterogeneous customer base with multiple hardware vendors and software stacks.Experience with imaging and deployment workflows, driver management, and standardized application packaging.Excellent problem-solving skills and a solid understanding of troubleshooting performance, connectivity, and application issues across endpoints.Superb customer service skills and an ability to diagnose and solve problems from non-technical descriptions provided by customers.Company DescriptionPioneer Technology is a nationwide Managed Services Provider with a strong focus on healthcare andPosition Overview
The Account Manager (Business) is responsible for building and growing Pioneer Technology’s
business customer portfolio by guiding new business relationships, coordinating new business
opportunities, and fostering the existing customer base.
Job Definition: Business Relationship Owner. Build a coalition of technical and business support
with the Customer, owning opportunities in collaboration with team members and partners.
Job Methods: Team Mobilizer and Orchestrator. Advocate for good business between Pioneer
and the Customer. With senior management approval, stand up and lead an internal Pioneer
account team for effective Customer engagement.
This position reports directly to the Lead Account Manager.
Responsibilities
• Build broad knowledge of the Customer and their business. Listen.
• Cultivate a productive partnership between the Customer and Pioneer.
• Create and maintain trusted relationships that better serve Customer needs.
• Know all key managers, influencers, and information sources at the Customer, including
their pain points and objectives.
• Execute structured sales discovery to uncover Customer goals, decision criteria, budget,
timeline, and success measures, and translate findings into qualified opportunities.
• Own the overall Customer engagement strategy. Build a basic account roadmap and action
plan to expand Pioneer services and revenue.
• Ensure all relevant Pioneer products and services are presented to the Customer in a
relevant, effective manner.
• Develop customer-facing presentations, proposals, statements of work, and quotes that
clearly communicate Pioneer’s value, scope, and pricing.
• Track Customer events and market seasonality that influence sales timing.
• Visit and contact Customers regularly to identify growth opportunities.
• Schedule and host recurring business reviews (weekly, monthly, or quarterly based on
Customer preference) to review performance, surface issues, align on roadmap, and
uncover new opportunities.
• Serve as the primary Pioneer contact with Customer senior management.
• Identify profitable opportunities and grow the pipeline to increase quarter-over-quarter
revenue and gross margin.
Expertise and Experience
• Proficiency in modern sales discovery: qualifying opportunities, asking probing questions,
mapping decision-makers, and uncovering business outcomes.
• Initiative to learn Pioneer’s technical products, services, and delivery processes well
enough to position them credibly with technical and business stakeholders.
• Skilled at producing clear, accurate, persuasive customer-facing presentations, proposals,
statements of work, and quotes.
• Working understanding of sales financial fundamentals (cost, price, markup, margin,
discounting) and the ability to structure deals that meet Customer needs and Pioneer
profitability targets.
• Work cross-functionally within Pioneer and the Customer; communicate with all
stakeholders.
• Serve as a resource for important internal Customer communication.
• Understand the Customer’s buying and decision-making process and guide the Pioneer
team through it.
• Effectively present and solution-sell Pioneer products and services.
• Involve Pioneer technical or management resources during engagements as appropriate.
• Partner with Pioneer management and sales support to close deals.
• Surface new Pioneer service and product opportunities that help the Customer achieve
their goals.
• Set Customer expectations appropriately.
• Keep Customer pricing current.
• Enter opportunity information in Pioneer systems as needed.
• Provide context and guidance to Pioneer sales, marketing, customer service, operations,
and engineering when Customer support is needed.
• Report on the business health of the Customer and their marketplace.
• Track and report any Customer merger or acquisition activity.
• Proactively discover, define, and resolve Customer concerns.
• Coordinate with Customer and Pioneer project management to ensure timely delivery.
• Provide timely forecasting data to Pioneer management.
• Develop product and service analytics and review them with Customers; prepare status
reports.
• Maintain basic Pioneer product and service knowledge.
• Research the Customer’s marketplace; attend conferences and trade organizations as
approved.
• Assist the Pioneer finance department with collections when needed.
Expectations
• Basic knowledge of IT solutions and the ability to relate technology value to Customer
business needs.
• Curiosity to continually learn Pioneer’s evolving products, services, and delivery processes.
• Comfort discussing pricing and financial structure with Customers, including cost, price,
markup, margin, and total cost of ownership.
• Ability to work independently and within a team to solve problems.
• Ability to guide and motivate an account team.
• Excellent verbal and written communication.
• Ability to influence others toward strong outcomes.
• Excellent presentation skills.
• Ability to manage multiple projects in a fast-paced environment.
• Able to work well under pressure.
• Strong organizational and time management skills.
• Results-oriented, creative, and energetic.
• Positive attitude; self-motivated, confident, and tenacious.
Company DescriptionPioneer Technology is a nationwide Managed Services Provider with a strong focus on healthcare andJob Description
The role of the Asset Management Technician is to work all departmental tickets to ensure the proper purchasing, repair, configuration, and delivery of IT hardware to all customers.
Main Duties and Responsibilities
Imaging and configuration of PC hardware, desktops, laptops, Chromebooks, tablets and phones to meet customer specifications.
Troubleshooting PC hardware to determine what repairs are needed. Experience with hard drives, memory, video cards, network adapters(NIC), keyboards, and monitors is required.
Software installation thru the use of an Remote Monitoring and Management(RMM) tool. Needs to have experience with Windows 11 Pro, Windows 10 Pro, O365 suite, ChromeOS.
Ability to lift and move equipment routinely up to 40 lbs on a routine basis.
Ordering of equipment or supplies for any Pioneer Technology team as needed, after approval by a C-level role has been given. Detail oriented to accurately record financial transactions.
Shipping of equipment for all Pioneer Technology, whether PCs, monitors, network switches, access points, firewalls, UPS or other devices as needed.
Ensure that all billing information for hardware sold or repaired is properly relayed to the Finance team in a timely manner.
Company DescriptionPioneer Technology is a nationwide Managed Services Provider with a strong focus on healthcare and
