We are seeking a detail-oriented IT / NOC Technician to manage our internal infrastructure and provide high-level support to our customers. You will be the primary "Remote Hands" for our data center and office equipment while managing the lifecycle of customer devices through our ConnectWise stack. This role requires a balance of physical hardware installation, proactive monitoring, and direct user support.
Key Responsibilities
Ticket Orchestration: Monitor and organize the ConnectWise PSA service boards, ensuring tickets are triaged, assigned, and updated with accurate time entries.RMM Management: Utilize ConnectWise RMM to monitor device health, automate patches, and troubleshoot alerts before they become critical issues.Device Onboarding: Prepare and deploy new workstations and servers. Ensure all devices are properly "agent-ready," labeled, and documented within our configuration database.Infrastructure & Field Support
Rack & Stack: Physically install and cable switches, firewalls, and servers in our office and occasional client sites.Remote Hands: Act as the onsite technician for deep-level hardware troubleshooting, including power cycles, component swaps, and physical cable testing.Field Visits: Travel to customer sites (approx. 10% of the time) for physical deployments or issues that cannot be resolved remotely.End-User Support
Provide remote and in-person support for standard office applications, connectivity issues, and hardware peripherals.Document all solutions and processes clearly in our internal knowledge base to improve future response times.Technical Requirements
Experience: 2–4 years in an IT support or MSP environment.ConnectWise Mastery: Proven experience using ConnectWise PSA (Manage) and RMM (Automate/Command).Layer 1 Skills: Experience with rack-mounting equipment and running/terminating patch cables.Operating Systems: High proficiency in Windows 10/11 and Windows Server environments.Mobility: Must have a reliable vehicle for occasional client visits and the ability to lift up to 50 lbs.Company DescriptionStafford Associates, located in Setauket, NY, owns and operates a state of the art certified AICPA/SOC PCI Compliant Data Center that provides such offerings as Colocation, Cloud Computing, and Managed Services. Our goal is to provide our customers with the most reliable, scalable and secure hosting services available today. We maintain this high level of service with a redundant data center infrastructure which is supported by a team of highly qualified engineers ready to meet any challenge.Company DescriptionStafford Associates, located in Setauket, NY, owns and operates a state of the art certified AICPA/SOC PCI Compliant Data Center that provides such offerings as Colocation, Cloud Computing, and Managed Services. Our goal is to provide our customers with the most reliable, scalable and secure hosting services available today. We maintain this high level of service with a redundant data center infrastructure which is supported by a team of highly qualified engineers ready to meet any challenge. Read LessAbout the Role
We are looking for a Technical Service Delivery Manager to help lead the delivery of IT services, managed services, and customer projects across our growing client base. This role is ideal for someone who understands technology, communicates clearly with clients, and can organize technical resources to ensure work is completed accurately, professionally, and on time.
This person will serve as a bridge between our customers, our technical team, and company leadership. They will help manage service tickets, coordinate project work, facilitate client status meetings, track follow-ups, and ensure that client issues and service commitments are being handled with ownership and urgency.
The right candidate does not need to be the deepest engineer in the room, but they must be technically credible, organized, confident working with IT teams, and able to communicate technical concepts clearly to customers.
Key Responsibilities
Service Delivery and Client Communication
Act as a primary point of coordination for customer service delivery, technical requests, and project-related communication.Facilitate client status calls, project meetings, service reviews, and follow-up discussions.Communicate clearly with customers regarding ticket status, project progress, risks, timelines, next steps, and required decisions.Translate technical details into clear, professional customer-facing updates.Ensure customers receive timely communication and that open items are followed through to completion.Help identify opportunities to improve service quality, client satisfaction, and overall account responsiveness.Ticket and Resource Management
Manage and monitor service tickets within ConnectWise Manage.Review ticket queues, priorities, statuses, aging tickets, escalations, and technician assignments.Coordinate internal technical resources to ensure tickets and project tasks are handled efficiently.Follow up with technicians to confirm progress, next steps, documentation, and customer updates.Help ensure tickets include accurate notes, time entries, resolution details, and appropriate communication.Identify bottlenecks, recurring issues, and areas where workflow improvements are needed.Technical Project Coordination
Coordinate customer-facing IT projects from planning through delivery.Work with technical staff to define tasks, dependencies, risks, schedules, and customer requirements.Track project milestones, deliverables, open issues, and resource assignments.Keep clients and internal leadership informed of project status.Ensure project documentation, meeting notes, action items, and follow-ups are maintained.Help organize technical teams around implementation plans, change windows, customer approvals, and completion criteria.Managed Services Growth and Process Improvement
Support the continued growth and maturity of our managed services offerings.Help improve how we use ConnectWise for ticketing, workflow, resource planning, customer communication, reporting, and service delivery.Assist with building repeatable processes for recurring managed services tasks, client reviews, escalations, and service reporting.Work with leadership to identify gaps in current service delivery and recommend practical improvements.Help ensure existing customers receive consistent, organized, and professional service as the managed services business grows.Required Qualifications
Experience in an IT services, managed services, MSP, technical support, project coordination, or service delivery environment.Strong working knowledge of IT infrastructure concepts such as networks, servers, Microsoft 365, firewalls, endpoints, backup, security, cloud services, and general business IT systems.Ability to understand technical issues well enough to ask the right questions, assign the right resources, and communicate status clearly.Excellent verbal and written communication skills.Strong organizational skills with the ability to manage multiple tickets, projects, customers, and priorities at the same time.Experience leading or facilitating customer meetings, technical status calls, or project update meetings.Ability to work directly with technical staff and hold team members accountable for updates, follow-through, and documentation.Professional customer-service mindset with the ability to remain calm, clear, and solution-focused.Experience using ConnectWise Manage or a similar PSA/ticketing platform.Preferred Qualifications
Prior MSP or IT consulting experience.Strong familiarity with ConnectWise Manage, including ticket boards, service workflows, time entries, project tickets, agreements, reporting, and resource scheduling.Experience coordinating work across network, systems, cloud, security, and help desk teams.Familiarity with managed services concepts such as recurring support agreements, SLAs, patching, monitoring, backup, endpoint management, and security services.Experience creating customer-facing status reports, meeting agendas, meeting notes, and action item trackers.Basic understanding of ITIL, service management, or project management practices.Project management experience or certifications are helpful but not required.Ideal Candidate Profile
The ideal candidate is a highly organized technical communicator who can bring structure to a busy service environment. They are comfortable speaking with customers, following up with technicians, reviewing tickets, asking technical questions, and making sure nothing falls through the cracks.
They should be able to look at a ticket queue or project list and quickly determine:
This person should enjoy improving processes, creating accountability, and helping a technical team deliver a more consistent and professional customer experience.
Key Skills
Technical service deliveryClient communicationTicket managementProject coordinationConnectWise ManageResource schedulingManaged services operationsMeeting facilitationTechnical writingCustomer relationship managementEscalation managementProcess improvementService reportingTeam coordinationExample Day-to-Day Activities
Review open ConnectWise tickets and identify priority items, overdue updates, or stalled work.Meet with technicians to confirm progress on active customer issues and projects.Prepare for and facilitate customer status calls.Document action items from client meetings and assign follow-ups.Update customers on ticket status, project progress, or required decisions.Coordinate internal resources for scheduled work, project tasks, or escalations.Review service delivery metrics and identify opportunities to improve workflow.Help leadership improve how ConnectWise is used for managing tickets, projects, resources, and customer visibility.Why This Role Matters
As our managed services business continues to grow, we need someone who can help bring structure, communication, and accountability to the way services are delivered. This role will help ensure our customers receive timely updates, our technicians have clear direction, our projects stay organized, and our internal processes continue to mature.
This is a high-impact role for someone who understands both technology and customer service, and who wants to help shape the next phase of our managed services operation.
Company DescriptionStafford Associates, located in Setauket, NY, owns and operates a state of the art certified AICPA/SOC PCI Compliant Data Center that provides such offerings as Colocation, Cloud Computing, and Managed Services. Our goal is to provide our customers with the most reliable, scalable and secure hosting services available today. We maintain this high level of service with a redundant data center infrastructure which is supported by a team of highly qualified engineers ready to meet any challenge.Company DescriptionStafford Associates, located in Setauket, NY, owns and operates a state of the art certified AICPA/SOC PCI Compliant Data Center that provides such offerings as Colocation, Cloud Computing, and Managed Services. Our goal is to provide our customers with the most reliable, scalable and secure hosting services available today. We maintain this high level of service with a redundant data center infrastructure which is supported by a team of highly qualified engineers ready to meet any challenge. Read Less
We are seeking a skilled Lead Access Control Technician to join our team. In this role, you will be responsible for the installation, maintenance, and troubleshooting of enterprise-level access control, CCTV, and intrusion systems in large commercial buildings. You will also work with a small crew when needed and ensure that all tasks meet industry standards and customer expectations.
Install, troubleshoot, and repair electronic access control equipment and hardware.
Preferred Qualifications:
Manufacturer training/certifications in electronic access control systems (PDK, Brivo, RS2, S2/Lenel, Honeywell, HID, and others).Experience with systems such as Lenel RS2, Software House (CCURE), Hanwha, DMP, Bosch, Brivo, Avigilon, and Milestone.Certifications in video surveillance (Avigilon, Genetec, Milestone, Bosch, Axis, Hanwha) and intrusion systems (DMP, DSC, Honeywell, Bosch).Experience working in professional office environments such as government, education, financial, and hospitality.Proficiency in data terminations and physical network setup.
Basic Requirements:
High school diploma or equivalent.5+ years of experience with electronic access control systems.Ability to obtain and maintain background checks and security clearances.Candidate must be a US citizen.
Physical Requirements:
Ability to work in unusual positions such as climbing ladders, working on scaffolding, or in confined spaces.Capable of performing physical labor, including lifting up to 75 lbs.Ability to work from heights using ladders or man lifts up to 60 feet.Regular and reliable attendance.Company DescriptionStafford Associates, located in Setauket, NY, owns and operates a state of the art certified AICPA/SOC PCI Compliant Data Center that provides such offerings as Colocation, Cloud Computing, and Managed Services. Our goal is to provide our customers with the most reliable, scalable and secure hosting services available today. We maintain this high level of service with a redundant data center infrastructure which is supported by a team of highly qualified engineers ready to meet any challenge.Company DescriptionStafford Associates, located in Setauket, NY, owns and operates a state of the art certified AICPA/SOC PCI Compliant Data Center that provides such offerings as Colocation, Cloud Computing, and Managed Services. Our goal is to provide our customers with the most reliable, scalable and secure hosting services available today. We maintain this high level of service with a redundant data center infrastructure which is supported by a team of highly qualified engineers ready to meet any challenge. Read Less