Dynamic Computing is looking for a Lead Service Technician!

Dynamic Computing is a leading IT Service Provider to small companies located in the Puget Sound region and beyond.  We provide Managed IT Services, IT Support & Consulting, and integrate cloud and mobile technologies for companies who have complex IT needs, but are too small to warrant having a dedicated IT department.

We’re looking forward to adding a great new member to our team.  Thanks in advance for your consideration.

This is a fairly new position with the goal of getting things done better and faster, and helping drive efficiencies throughout our service operations.  You’ll be focused on two types of work – the most challenging requests and most time-consuming things we do for our clients, and your job will be to find the right solutions and create the right processes to get things done better and faster, and to help teach and train our team in the constantly improving Dynamic Computing way.

Remote First: Dynamic Computing has adopted a remote first approach.  We believe this to be a strategic advantage and continue to innovate on new ways technology can improve how we do business and help our clients.  The IT engineering manager position will be a hybrid role primarily remote, but with in-person requirements as needed.

What kind of person are we looking for? 

  • A Ticket Slayer – You won’t be getting the easy service tickets – we’ve already got two teams to handle those. You’ll be getting the tough ones that they couldn’t figure out or are taking forever to get done.  And your job will be to slice them and dice them and close them out as quickly and efficiently as possible, while comprehensively solving the problem once and for all so you never, ever have to do them again.
  • All About Efficiency – The main focus of the Lead Technician is to make things happen better and faster for our clients and service team.  If you’re the right person for this job, you’re all about constant improvement, and are willing to put in the time and energy to build a better mousetrap, and then tear it apart and build it all over again and make it even better than you did the first time.
  • A Problem Whisperer – New problem?  No problem!  It’s just another puzzle to you, waiting to be solved.  You’re the person that not only likes it when something doesn’t work so you have to figure out it… you revel in it!
  • An Encyclopedia of Technology – You’re the guy (or gal) who knows everything there is to be known about anything with a plug (basically).  You wow your friends and co-workers alike with your broad (and sometimes seemingly useless) knowledge about basically everything that accesses the Internet.
  • Cutting Edge – You’re all about the latest and greatest.  You know the features and benefits inside and out, and are like a kid in a candy store when anything new comes out of the box for the first time.
  • Calm, Cool, and Collected – You’ve got it – no matter what “it” is!  Your ability to keep your client service and communication skills polished when challenging situations arise will be key to ensuring ongoing client satisfaction.

So what will I be doing every day?

Below is a list of the day-to-day areas of responsibility.  You won’t be responsible for all of them right from the outset – you’ll be working with other members of our team and your responsibility will increase over time.

  • Leading & Supporting Service Teams –You’ll also be the shining star and perfect example of what a service technician *should* be. Aside from setting the example and the pace, you’ll be a resource to help support, develop and grow our service teams and help achieve our company’s goals.
  • Escalated Tickets & Coverage – You’ll be the go-to person for the tough stuff that our service teams can’t figure out – you’ll collaborate with co-workers on tickets when they need assistance or you’ll take over the work if needed. When someone is sick or on vacation, you’ll be responsible for acting as the stand-in team member to cover their tickets.  You’ll also need to ensure that our team of Service Technicians aren’t spinning their wheels on a problem they don’t know how to solve – it’ll be your job to jump in when you see things getting out of hand and help them bring it through to resolution.
  • IT Standards & Auditing – You’ll work with our IT Director to make sure that we deliver IT services that meet our standards. You’ll also be helping to develop new standards and to educate our team and clients on the “why” behind the way we do things.
  • Technical Procedures and Documentation – The Lead Technician will be responsible for creating the top-notch procedures and documentation necessary to keep our service teams rocking and rolling. This could be anything from end-user training guides to internal procedure documents with specifics on how to implement the setup of a specific hardware/software technology.
  • Training and Certification – As new technologies emerge, we want to be on the cutting edge and help our team do the same.  You’ll get to attend a variety of vendor trainings, conferences, and certification offerings including those offered by Microsoft, Symantec, Kaseya, WatchGuard, HP, Ruckus, and Dell (just to name a few).  We’ll make sure you stay current on Microsoft Certifications for Windows Desktop, Server, and Cloud Platforms. We’ll also want you to help create and lead internal training sessions for the rest of the technical staff to keep our team up-to-date on key technology changes and implementation techniques.

What are the requirements for this position?

Here is a list of our “must-haves” for our Lead Technician:

  • Possesses a high level of integrity / honesty – In a small company, each team member relies on their team to complete their job effectively.  Mistakes will always be made.  It’s very important to us to ensure that those mistakes are recognized, admitted, and resolved as quickly as possible when they occur.  We don’t expect perfection, but do expect honesty 100% of the time.
  • Helpful – Always willing to assist others in a positive manner.  This is a back-end support position in nature, so we need someone who’s willing to help others and be flexible to change the order of their tasks based on constantly changing priorities.  You’ll have to be an expert at multi-tasking with the ability to drop what you’re doing to attend to urgent issues that may arise.
  • 5 years of applicable IT experience – preferably working for an MSP/IT Service Provider primarily handling customer facing tickets, projects, or escalations.
  • 4 Year (Bachelor’s) preferred.  2 Year (AA/Technical) acceptable with equivalent experience acceptable with industry certifications.
  • MCP, A+, and Network+ Certifications or equivalent for computer hardware troubleshooting, networking, and for the latest Windows desktop operating systems.
  • Significant Windows Server and networking experience, including Group Policy Management, Office365 administration, SharePoint administration and Microsoft Exchange Server administration.
  • Experience working in an ITSP/MSP environment and designing scalable, manageable and efficient solutions and standards for a variety of IT environments. Experience administering an RMM platform is a plus.
  • Experience administering firewalls, networking equipment and wireless systems including certifications.

What do I get for all of my hard work?

Good question!  Here’s the scoop on the compensation/benefits for this position:

  • Money – The position will carry a starting salary of $55k – $70k/year depending on qualifications and experience.  After a few months, you’ll be eligible to participate in our bonus program, which rewards you for the company’s performance, and your individual contributions.  Benefits will begin the first of the month following hire.
  • Medical – We pay 100% of your medical insurance! (We’re not kidding). We’ll also make a contribution to your HSA account after you’ve been here for 6 months, and we’d encourage you to do the same (not to mention that you get a tax break for doing so).
  • Disability – We also pay 100% of the cost of a short and long term disability insurance policy for you – it ensures that you continue to receive income if you get hurt and are unable to work.
  • Retirement – We provide a Simple IRA retirement plan, matched dollar per dollar for up to the first 3% of your salary.
  • Paid holidays – You’ll get paid for 9 holidays without even showing up to work! You’ll get to pick either MLK or President’s Day, plus Memorial Day, 4th of July, Labor Day, Thanksgiving Day & following Friday, two days at Christmas, and New Year’s Day.
  • Additional PTO – You get 15 additional paid personal days off per year – you can use them if you’re sick or for a vacation.
  • Transit Pass – You’ll get an ORCA card that entitles you to free transit on the bus, train, light rail and more that you can use to get to work (and for your personal use).

How do I apply?

Please submit your resume and cover letter via application at https://dyncomputing.applytojob.com/apply. No phone calls or recruiters please.  If you’re serious about this job, please tell us “why” you’re the person we’re looking for.  We’re looking forward to learning more about you!

Thanks for taking the time to read our novel of a job posting.  We hope you are as excited about this opportunity as we are!