ABOUT MPG

Market Performance Group, LLC (MPG) is an innovative consulting and sales management services company that specializes in helping manufacturers and retailers define a better path forward to accelerate growth and profitability. We are an experience-based team that revels in the opportunity to collaborate with our clients - from large multinational firms to small, entrepreneurial startups - to achieve stronger marketplace performance. The MPG leadership team brings over 20 years of experience, having held significant roles at major consumer packaged goods and retailing organizations. This background and bias for action, combined with diverse management and project experiences, positions MPG as a valuable resource for a wide variety of client initiatives.

Market Performance Group is offering an excellent career opportunity for the experienced candidate proficient in IT Support and System Administration tasks.

You are someone who “gets” IT. You’re frequently called on by friends and family to solve their technology problems. You enjoy working with technology and trying new things. Your home network may be the envy of major corporations. You know how to talk to people. You’ve always been able to explain complex technology to other people. You may have built and hosted a website or forum for friends or clubs at some point. You “get” software and can easily self-teach yourself new applications. You are a problem solver. You like to keep up with new technologies in the news. You are not afraid to work on a project you’ve never done before. You know that Google is your best friend.

JOB SUMMARY

As an IT Support Analyst, you are responsible for providing exceptional customer service to our users by reflecting the Company’s core values and embracing our commitment for quality. The IT Support Analyst will interact daily with end-users to address technical support requests, with a mission to leave the end-user feeling that they have received service of the highest quality possible. In addition, you will perform advanced desktop-level support, server administration, deployment and configuration for a variety of systems, environments, clients, and end-users. The IT Support Analyst role is primarily focused on end-user escalations, server management, and system deployments.

We have been having successful growth year after year and are looking to expand our team. This is a full-time salaried position working on supporting our internal users, hardware, and software. Compensation includes a base salary commensurate with experience, 401k, and health insurance plans all while working from the convenience of your home.

PRIMARY RESPONSIBILITIES

• Provide remote user and system support with a focus on internal customer satisfaction and high-quality, consistent service delivery.
• Provide advanced desktop-level user support, mobile device support, user administration, and server management as required.
• Setup employee workstations, laptops and phones.
• Install and support software applications, such as Microsoft Office, Adobe Products, LogMeIn, Symantec Endpoint Protection, OpenVPN, and others as required
• Coordinate repair of equipment covered by third-party vendor maintenance agreements.
• Identify and resolve hardware, software and printing issues.
• Diagnose and resolve connectivity issues to include wireless and VPN.
• Keep track of company inventory.
• Document unique issues and their resolutions in support of knowledge building.
• Ensure computer operating systems, drivers, and end-user software is up to date.
• Assist in keeping the company on the leading edge of software possibilities
• May be required to perform other related duties as assigned.

QUALIFICATIONS

• 3 or more years of experience providing computer technical support for end-users.
• 3 or more years experience installing, deploying and configuring desktop equipment for end-users.
• Minimum 1 year experience deploying and configuring Windows based Server environments.
• Basic understanding of network topology, TCP/IP, switching, routing concepts: Routing, VLANs, VPN
• Diagnostic tools for system and network monitoring
• Server performance monitoring
• Basic experience troubleshooting and configuring mobile devices such as: Apple iPhone,Android
• Knowledge of mobile device management systems and tools.
• Demonstrated logical troubleshooting methodology with recognition of all reasonable paths to resolution.
• Understanding of business continuity concepts, backup and disaster recovery terminology and processes, best practices, systems, and tools.
• Knowledge of best-practice security protocol, and systems and tools of enforcement.
• Excellent written and verbal communication skills and the ability to adapt to different audiences as required.
• Able to explain technical concepts in clear and understandable language amongst all levels of internal or client organizations.
• Ability to function autonomously with minimal supervision.
• Unwavering focus on customer service.
• Strong team player, able to collaborate with team members of differing skill sets and personalities.
• Able to transfer skills through teaching and mentoring to other members of the team.
• Understanding of Office 365, SharePoint, and Teams Environments
• Understanding of Azure Active Directory
• Ability and willingness to learn/support new systems/technologies

WORKING CONDITIONS

The majority of the work will be performed remotely from your home. Most work hours will be spent seated at a computer monitor using a mouse and keyboard.

This job description is not all-inclusive. The employee may be required to perform other related duties as requested to meet the needs of the organization.

BENEFITS

We offer a generous package of health benefits, medical, dental, vision, STD/LTD, paid maternity/paternity leave and life insurance. Our compensation program provides market industry base salary, bonuses, 401K match. You will receive a generous amount of paid time off, through vacation, sick time, personal days, service and holiday time.

DIVERSITY AND INCLUSION

MPG is an organization driven by PEOPLE, and we know that with diversity comes results. Our commitment to diversity, equity, inclusion, and belonging was born from our core values. It is our mission to foster a culture that celebrates inclusion and diversity in the workplace. We believe that by leveraging the unique perspectives and experiences of our employees, MPG can unlock more comprehensive, innovative, and long-standing results for both our client and retailer partners.

To ensure that our services and culture incorporate everyone’s unique experiences and perspectives, MPG will never discriminate on the basis of race, religion, national origin, gender identity, sexual orientation, age, marital, veteran, or disability status

VACCINATION STATUS

MPG does not require candidates to be vaccinated when hired. However, if the client the role is being hired to support requires all candidates to be vaccinated, MPG will require those candidates working with that client to be vaccinated.