Position Summary:

The Professional Services team is a leader in technology that provides the highest level of professional service to Umbrella clients and team members. This role thrives on new technology and implementing solutions that drive technology issues down and business efficiency up. A keen understanding of the business impact to clients and other teams at Umbrella is vital to success and commanding respect as a leader. This person is a role model and technical mentor for other team members.

At Umbrella, we seek to add only ideal team players who can flourish in our culture and embody the characteristics of our Core Values:

Be Humble:

Umbrella team players are humble. They lack excessive ego or concerns about status. Humble people are quick to point out the contributions of others and slow to seek attention for their own. They share credit, emphasize team over self and define success collectively rather than individually.

Be Hungry:
Umbrella team players are hungry. They are always looking for more. More things to do. More to learn. More responsibility to take on. Hungry people almost never have to be pushed by a manager to work harder because they are self-motivated and diligent. They are constantly thinking about the next step and the next opportunity.

Be (People) Smart:
Umbrella team players are smart. They have common sense about people. Smart people tend to know what is happening in a group situation and how to deal with others in the most effective way. They have good judgment and intuition around the subtleties of group dynamics and the impact of their words and actions.

Essential Functions & Responsibilities:

• Scope, prepare, and deliver on all assigned projects to meet deadlines
• Communicate effectively with clients, project coordinator, and other service teams at Umbrella
• Accurately document all time and activities against assigned projects, tickets, and tasks.
• Assist in project design, scoping, quoting, and pre-planning of new projects
• Maintain a high degree quality control by abiding by all Umbrella defined processes and standards
• Build and maintain documentation and work instructions around solutions, technologies, and client environments
• Take ownership of and resolve all assigned escalations from all Umbrella teams
• Attend and have input at various team huddles, meetings, and company forums
• Be flexible and willing to help other Umbrella departments and team-members, we succeed and fail as a group
• Participate in Umbrella company initiatives and activities. Be part of the Umbrella Way
• Continuous work to improve yourself, and others, both technically and professionally as expected by management
• All other tasks, tickets, or projects as requested by management

Placement Criteria:

• Minimum of a AS, BS, or certifications in a related discipline and 5-10 years of related technical support experience or a suitable combination of education and relevant experience; Certifications preferred but, not required;
• Extensive knowledge of commonly-used concepts, practices, and procedures within information technology support in a Windows environment, including but not limited to:

• Advanced knowledge of Windows Server Technology and Microsoft OS and Office products;
• Advanced knowledge of TCP/IP, network routing, firewall functions (NAT), including basic understanding of common protocols such as HTTP(S), RDP, DNS, SMTP, etc.
• Advanced understanding of concepts such as Active Directory, Virtualization, VOIP, DNS, DHCP, etc
• In depth understanding of computer hardware and troubleshooting

• Experience implementing and maintaining highly virtualized environments
• Ability to quickly learn and adapt to changing technologies and threats in the IT world
• Ability to prioritize workflow and organize diverse material and ability to handle multiple, competing and changing priorities; ability to perform effectively without supervision and within established time limits/deadlines.
• Ability to interact effectively and professionally, and provide exceptional service, both internally and externally.

All employees are expected to exhibit exemplary customer service skills, both with external customers, vendors, visitors, co-workers, and management staff. Their written and verbal communication skills should be concise and effective, they should aspire to excellence in both work and customer service, they should show courtesy to all they encounter while representing the Company. They are also expected to maintain an air of professionalism in their interpersonal relationships and personal grooming, exercise confidentiality concerning the affairs of the business, exhibit a willingness to learn, willingness to problem solve and willingness to step in to help others, and openly and actively participates in the direction of our Company.

Umbrella Managed Systems views each of these traits as performance indicators, and employee appraisals reflect each of these attributes as an element of performance upon which employees are rated.

Physical Demands

While performing the duties of this position the employee is regularly required to sit and talk and hear. The employee is regularly required to use hands to finger, handle or feel and reach with hands and arms. The employee is required to stand, walk, and drive or ride in a motor vehicle. The employee must occasionally lift and/or move up to 50 lbs. Must have the ability to travel, sometimes with short notice and be able to provide after-hours support and weekend implementation as needed.