Virtual, Inc.
  • Wakefield, MA, USA
  • Salary
  • Full Time

WANTED: A computer wiz ready to jump onto our all-star tech team. Must be a self-starter and problem-solver who is eager to provide quality service and support our community. We are looking for a collaborator to contribute innovative and cutting-edge ideas.



 As a key member of the Infrastructure Team, the individual will be responsible for workstation administration for internal Virtual, Inc. employees, consultants, customers and clients. The individual will assist, troubleshoot, and remediate tickets from the end-user community.  In addition, tasks, projects, and goals will be assigned to improve business productivity and streamline processes and procedures. The individual's efforts will make Virtual more efficient, while reducing long-term costs for the organization.



  • Provide day-to-day 1st level technical support by responding to incoming phone calls, tickets, and assignments designated by the Director, IT Infrastructure, and the Lead System Network Engineer.
  • Install, upgrade, and configure software on Virtual approved hardware, including the maintenance and configurations of corporate preventive solutions such as anti-virus, anti-spam, spyware, and related support tools.
  • Must have strong analytical, organizational, and communication skills and can be accountable. Also, must be able to work in a team-oriented environment, provide customer service and basic step-by-step training to the end-user community.
  • Track and log incoming support calls, document and maintain standard operational procedures, as well as maintain systems documentation for testing and validation.
  • Perform software distribution, installation, troubleshooting, and patch management to Windows workstations. This position requires hands-on experience with multiple versions of the Microsoft Windows operating systems to achieve optimum performance.
  • Submit weekly status reports, escalate outstanding issues to Senior Staff and Level techs.
  • Train incoming interns on the standard policy and procedures of the Virtual IT Infrastructure to continue to deliver established quality of customer service and uniform delivery of product.
  • Perform onboarding of new hires for Virtual, Inc. employees, contractors, clients and customers.
  • Perform other related duties as assigned by management.



Applicants vying for this position should have knowledge in some of the technologies listed below, and have a variant of the remaining skillsets to be considered for the position.

  • Active directory user account administration
  • Microsoft Exchange user and mailbox administration, SPAM and email management methodologies
  • Microsoft Windows 7 / 8 operating systems
  • Microsoft Office 2016 / 365 family of products
  • Cloning methodologies such as Ghost or Clonezilla
  • Building workstations from scratch and from the ground up
  • Microsoft Exchange, Active Directory, and Windows Terminal Server
  • Internet technology standards such as DNS, DHCP, VPNs, VoIP, etc.
  • TCP Protocols, Wireless and Home Networks
  • Printers, cabling, telephones, and switches
  • Configuring and troubleshooting processes for software, hardware, networking, and accessory equipment
  • Analytical skills to assess problems or unusual situations, develop solutions, and escalate to Senior Engineer or Manager when necessary
  • Performing independently with a daily change in priorities, and to know when to escalate to the Senior Engineer or Manager when conflicting priorities arise
  • Managing the incoming SysAid assigned ticket queue with the ability to assess, troubleshoot, and define a resolution to both in-house users' and clients' systems at a remote location or at an offsite datacenter
  • Strong communication, customer service, and customer-facing skills, demonstrating the ability to communicate technical information to non-technical users clearly and efficiently
  • Documenting and updating procedures on an ongoing basis
  • Bachelor's degree in Computer Science, Information Technology, Management Information Systems or related discipline; or the combination of education and experience that enables performance of all aspects of the position



If a competitive salary isn't enough, we also offer a range of perks that have continued to put us among the best places to work.

  • Comprehensive benefits including health, dental, life insurance, disability insurance and 401-K options
  • Unlimited vacation and paid time off policies that promote a work life balance
  • Paid holidays (and Festivus is our favorite)
  • Ongoing training, learning stipends, tuition assistance and opportunities for career development
  • Company sponsored volunteer opportunities
  • Buddy Program
  • Monthly fun outings and team building gatherings (kayaking, laser tag, happy hours and more)
  • Corporate culture that exemplifies our core values of Teamwork, Respect, Innovation, Empowerment, Service Excellence and FUN!


Have you ever wondered how your credit cards remain secure in this ever-changing world of hackers and fraud? Have you ever thought about how the technology behind games like Pokemon-GO came to be? How about the technology that makes it possible to use your fingerprint instead of a password? Or the initiatives behind the group of pioneers responsible for taking the internet to the most remote areas of the world? These are only a few examples of the innovative accomplishments we've helped our clients achieve.  Pretty cool stuff, huh?

We understand that no global movement starts with just one person and that's why our employees are really Virtual's most valuable asset and at the heart of our success. It takes an entire team to fulfill our mission of attaining long-term success by ensuring that every client that we serve achieves or exceeds its strategic objectives.

Virtual Inc. is an Equal Opportunity Employer.

Virtual, Inc.
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