IT Manager

Description

Reports to:           Chief Financial Officer

About Fractal

Fractal Industries applies artificial intelligence to solve complex, real-world problems at scale. Our Human+AI operating system, Fractal | OS™, blends capabilities ranging from data handling, analytics, and reporting to advanced algorithms, simulations, and machine learning, enabling decisions that are just-in-time, just-in-place, and just-in-context.

We pride ourselves on integrity, humility, resourcefulness, collaboration and our ability to tackle the world’s most demanding problems and are looking for exceptional talent to help us grow.

If this type of environment sounds exciting, we would encourage you to look in detail at the job summary.  Fractal has not released any public information about our technology platform or business. So, if there is a strong fit, please reach out to us directly via application at www.fractalindustries.com/careers.

Job Summary

We are looking for a customer service oriented IT Manager to provide technical support to users in an efficient and accurate manner. You will be considered as our front-line and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Responsibilities

  • Partner with business management and leaders to understand the needs for various departments
  • Maintaining primary networks, backup networks and relationships with service-providers (e.g. Verizon, Comcast, et)
  • Onboarding new hires (badging employees and contractors, locally and globally), provisioning software and services (e.g. Gmail, Slack, Microsoft Office 365, et)
  • Service and support in-house technology, supporting users and working with vendors and service-providers for resolution
  • Ensure office IT equipment is running properly and operable under varying configurations (TV displays, conference rooms, conference room & interior office phones, iPad scheduling equipment)
  • Provide first level contact and convey resolutions to user issues
  • Understand how business groups leverage technology and provide recommendations to improve delivery
  • Identify and implement solutions and practices to improve customer delivery, support and satisfaction
  • Update user data, equipment data and produce activity reports
  • Utilize excellent customer service skills and exceed users’ expectations
  • Ensure proper recording, documentation and closure
  • Manage ticket and queues to ensure timely response and resolution to customer issues
  • Provide end-user communication for service outages, system upgrades, service improvements, service implementation, and service requirements
  • Preserve and grow your knowledge of help desk procedures, products and services

Qualifications

  • Reside in the greater Washington D.C. area
  • Experience providing first level contact and resolutions to user issues
  • 2-5 years of related experience supporting similar technologies
  • General technical/PC capabilities
  • Strong interpersonal skills with the ability to win people over
  • Positive, do-what-it-takes attitude
  • Willingness to learn new things
  • Ability to manage complex tasks and adapt to rapidly changing requirements
  • Ability to analyze problems with a flexible and creative approach and then propose multiple alternative solutions
  • Ability to effectively and confidently communicate complex concepts – in speaking and writing –with team members and all levels of technical and nontechnical customer stakeholders
  • Self-starter and quick learner with lots of initiative, working independently without day-to-day supervision of tasks and proactively seeking solutions to problems
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • BS degree in Information Technology, Computer Science or equivalent
  • Ability to interact with all levels of an organization, including senior management and executives

Compensation & Benefits

  • Competitive salary
  • Incentive stock options
  • Full range of benefits starting day one, including 401(k) and medical, dental & vision coverage
  • Flexible “Personal Time Off (PTO)” plan and 10+ paid holiday days per year

Contact Us

  • Apply for this role at fractalindustries.com/careers
  • Please include your current resume and cover letter with all inquiries

Source:http://jobs.jobvite.com/careers/fractalindustries/job/oDY75fwx?__jvst=Job%20Board&__jvsd=Indeed

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