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WHAT WE CAN OFFER:
RESPONSIBILITIES AND DUTIES
● IT CONSULTATIONS (MAIN FOCUS)
○ Reviews Technical and security needs of incoming clients/leads.
○ Coordinates with and assists the Placements Team with new, replacement, and
add-on accounts and their technical needs.
○ Develops strong, ongoing relationships with leads and clients by providing
sound suggestions and resolutions that are aligned with HIPAA.
○ Conducts further research on unfamiliar tools and systems of new leads.
○ Works with the rest of the IT team to identify and resolve any lead concerns or
questions.
○ Attends and facilitates the VA onboarding, Client Setup, and Client Meet & Greet
technical setup.
● IT SUPPORT FOR VAS
○ Conducts Systems Check and Set up tools for newly onboarded VAs
○ Conducts bi-annual HIPAA systems and security checks for regular VAs
○ Performs system sweep on all outgoing VAs and Support Staff.
○ Coordinates with and assists the Placements Team regarding new, replacement,
and add-on accounts regarding their technical needs.
○ Conducts IT Discussions (Systems requirements, Systems Check and 2FA) with
VAs in Bootcamp.
● IT SUPPORT FOR CLIENTS
○ IT Consultation
■ Conducts and presents IT Consultations to new leads.
■ Reviews Technical Needs of incoming clients/leads.
■ Assists in Client Setup and Client Meet & Greet technical setup
■ Develops solid and ongoing relationships with leads.
○ Continuous Technical Support
■ Systems check requests from clients.
■ Speaks to Clients and VA to Quickly Get to the Root of the Problem
■ Provides Timely & Accurate Customer Feedback (via Phone, Email or
Teleconference)
■ Talks to Clients and VAs Through a Series of Actions to Resolve a
Problem
■ Follows Up with Clients to Ensure the Problem is Resolved
● IT SUPPORT FOR SUPPORT STAFF
○ Supports the Roll-Out of New Applications/ Systems for Support Team
○ Coordinates with other team members and departments to optimize the sales
effort.
○ Provides Support in the Form of Procedural Documentation
○ Tests & Evaluates New Technologies
○ Other Tasks as Assigned & Discussed with the Client & My Mountain Mover
Management
○ Meets and/or exceeds set Department goals
● GENERAL TASKS:
○ Maintains, updates, and closes help desk tickets and pending system checks in
Salesforce to accurately reflect the status of all tasks.
○ Monitors and responds to IT help desk requests (computer, browser, and VOIP
issues, etc.); managing Multiple Cases at One Time.
○ Diagnosing & Troubleshooting Technical Issues
○ Addressing and/or resolving network Issues.
○ Installing & Configuring Hardware & Software
○ Performs ad hoc-related tasks as assigned
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