AI Summary
We are seeking motivated and detail-oriented IT Support Technicians to fill multiple roles within our organization. The selected candidates will be assigned to one or more functional areas, including customer service, data management, and database administration. The ideal candidate will have experience with problem-solving, debugging, and providing solutions to technical issues.
Key Highlights
Customer service and technical support
Data management and database administration
Problem-solving and debugging
Team-oriented and collaborative environment
Key Responsibilities
Respond to technical issues escalated by customers
Act as a liaison between operations, the client, and Engineering/Development
Assist with the planning and engineering of the organization's databases
Monitor performance, scalability, and security of databases
Evaluate existing database design to determine necessary updates and integration requirements
Technical Skills Required
Benefits & Perks
Fully remote, full-time role
Medical, dental, and vision insurance
Basic life, short-term disability, and long-term disability insurance
401(k) plan with 4% company match
Paid time off (120 hours annually)
11 paid holidays
Charity matching
Job Description
The Opportunity
We are seeking motivated and detail-oriented IT Support Technicians to fill multiple roles within our organization. Candidates will be evaluated against the flexible requirements described below, with assignments made based on organizational needs and individual qualifications. Selected candidates may be assigned to one or more of the functional areas outlined in this description.
Functional Areas & Key Responsibilities
Customer Service Support
- A Customer Service Technician will respond to technical issues escalated by customers. This position will act as a liaison between operations, the client, and Engineering/Development. Respond to end user request for assistance using existing manuals and scripted responses. Must be able to effectively interact with customers and be able to refer ongoing issues to the appropriate engineering support team
- Experience with problem solving, debugging, and providing solutions to technical issues
- Ability to prioritize and execute tasks in a high-pressure environment
- Experience working within a team-oriented, collaborative, agile environment
- Highly self-motivated and directed with the ability to manage multi-discipline triage calls
- Experience documenting and communicating work-a-rounds and solutions clearly
- Ability to manage time and prioritization of tasks at a high level
- Ability to communicate effectively with managers and customers
- Work as part of a team to maintain and implement one or more complex databases under the guidance of a lead. Assist with the planning and engineering of the organization's databases. Monitor performance, scalability, and security and evaluate existing database design to determine the necessary updates and integration requirements of a new design and to ensure final solutions meet organizational needs
- Experience with installation, maintenance, and administration of a RDMS such as PostgreSQL, Oracle, MySQL, or SQL Server - Oracle preferred
- Ability to design and develop SQL queries and reports to retrieve required data under the guidance of a lead
- Experience working within a team-oriented, collaborative, agile environment
- Highly self-motivated and directed with the ability to manage multi-discipline triage calls
- Familiarity with database partitioning and microservices
- Familiarity with Cloud-native database solutions, including Amazon Web Services (AWS) Relational Database Service (RDS) and DynamoDB Database Administration
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- Work as part of a team to maintain and implement one or more complex databases under the guidance of a lead. Assist with the planning and engineering of the organization's databases. Monitor performance, scalability, and security and evaluate existing database design to determine the necessary updates and integration requirements of a new design and to ensure final solutions meet organizational needs
- Experience with installation, maintenance, and administration of a RDMS such as PostgreSQL, Oracle, MySQL, or SQL Server - Oracle preferred
- Ability to design and develop SQL queries and reports to retrieve required data under the guidance of a lead
- Familiarity with database partitioning and microservices
- Familiarity with Cloud-native database solutions, including Amazon Web Services (AWS) Relational Database Service (RDS) and DynamoDB
Minimum Qualifications
- High school diploma or equivalent required; associate degree or technical certification preferred
- Basic proficiency with computers, software applications, and common business systems
- Ability to follow written instructions, scripts, and established procedures accurately
- Strong attention to detail and data entry accuracy
- Clear and effective communication and interpersonal skills for customer-facing interactions
- Ability to work under supervision and escalate issues appropriately
- Experience with the Software Development Lifecycle in a team-oriented, collaborative, agile environment
- Experience with tools such as ServiceNow, GitHub, Jira
- Prior experience in any of the functional areas listed above is desirable
- Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information
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Why You'll Love It Here
- Fully remote, full-time role with meaningful mission impact for the Veteran community
- Supportive environment that invests in your growth and the growth of your team
- Medical, Dental & Vision Insurance — J-Mack covers 80% of employee premiums and 50% of dependent premiums
- Basic Life, Short-Term Disability & Long-Term Disability — J-Mack covers 100% of the costs
- 401(k) Safe Harbor Plan with full vesting and 4% company match
- Paid Time Off: 120 hours annually, increasing to 160 hours after 5 years
- 11 Paid Holidays
- Charity Matching: J-Mack matches employee donation
Background Investigation Clearance: Selected applicants will be subject to a U.S. government led security investigation and must meet eligibility requirements for access to sensitive, personally identifiable information.
J-Mack Technologies, LLC (J-Mack) is an equal opportunity employer and affords equal opportunity to all applications for all positions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected under local, state, or federal laws. We are committed to fostering an inclusive workplace where all employees are treated with respect and have equal opportunities for employment and advancement.
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