Service Desk Professionals

Job Title: Service Desk Professionals (Tier 1- Tier 3)
Company: Virtual Technologies Group (VTG)
Location: Hybrid/Remote, Maumee, OH
Department: Managed Services
Vacancy Opening: October 2025/Evergreen
Travel: N/A
Position Type: Full-Time
Employee Type: FTE/Hourly

Company Overview:
Virtual Technologies Group is a leading innovator in the technology sector, specializing in the development and implementation of advanced virtual solutions. Our mission is to empower businesses with cutting-edge technology that enhances efficiency, productivity, and connectivity. With a team of highly skilled professionals, we deliver customized solutions tailored to meet the unique needs of our clients across various industries. Our commitment to excellence, innovation, and customer satisfaction drives us to continuously push the boundaries of what is possible. At Virtual Technologies Group, we are dedicated to shaping the future of technology and making a positive impact on the world.

Position Overview

Virtual Technologies Group is seeking dynamic, customer-focused Service Desk Professionals across Tier 1 to Tier 3 levels to provide technical support and service excellence to our clients. Whether you're just entering the tech support world or you're a seasoned troubleshooter, we have a place for you in our growing team. These opportunities will be available October of 2025.

Day-To-Day Duties and Responsibilities

• Staff Mentorship & Training:
  Provide coaching, performance reviews, and ongoing training to Tier 1 and Tier 2 staff; foster career development
• Process Optimization:
  Identify opportunities to streamline troubleshooting workflows and ticket escalation processes; implement industry best practices
• Incident & Escalation Oversight:
  Coordinate response to critical issues and ensure timely resolution; serve as the final escalation point for complex cases
• Documentation Management:
  Maintain detailed records, SOPs, and technical documentation for internal use and compliance
• Cross-Department Collaboration:
  Act as a liaison between support, engineering, and product teams to ensure unified service delivery
• Technology Planning & Procurement:
  Contribute to vendor selection and purchasing decisions for support tools, software, and IT hardware
• Performance Reporting:
  Monitor support analytics, generate reports, and present insights to leadership on trends and improvement areas

Preferred Qualifications

• CompTIA A+ – Foundational IT skills (ideal for Tier 1 support
• CompTIA Network+ – Networking concepts and troubleshooting
• CompTIA Security+ – Entry-level cybersecurity fundamentals
• Microsoft Certified: Modern Desktop Administrator Associate – Desktop deployment and support
• Microsoft 365 Certified: Fundamentals or Enterprise Administrator Expert – Administration of Microsoft cloud and productivity tools
• Cisco Certified Support Technician (CCST) – Entry-level networking and cybersecurity knowledge
• Cisco Certified Network Associate (CCNA) – Intermediate networking, switching, and routing skills
• ITIL Foundation Certification – Best practices in IT service management and incident handling
• HDI Support Center Analyst (HDI-SCA) – Customer service and help desk operations
• Apple Certified Support Professional (ACSP) – macOS troubleshooting and Apple ecosystem support
• Google IT Support Professional Certificate – Foundations for IT support and operations
• VMware Certified Technical Associate (VCTA) – Virtualization knowledge for Tier 3-level troubleshooting
• Jamf Certified Associate – Apple device management and support in enterprise settings

Why Join Us?
At Virtual Technologies Group we provide more than just IT solutions—we offer a dynamic environment where you can learn, grow, and expand your skillset. As a leading managed services, cybersecurity, and IT consulting firm, we support a diverse range of customers, giving you the opportunity to tackle unique challenges and stay ahead in a rapidly evolving industry.

Join a team that values innovation, collaboration, and professional development. Whether you're looking to sharpen your technical expertise, work with cutting-edge technology, or make a real impact, we’re committed to helping you build a rewarding career.

Benefits Overview:
VTG offers a comprehensive benefits package to meet the needs of our employees and their families. Benefits include medical insurance plans, dental insurance, vision insurance, health savings accounts (HSA), flexible spending accounts (FSA), life insurance, short and long-term disability insurance, paid time off and holidays, and a 401(k) with employer match.

EEO Statement:
VTG is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.

We believe that diversity strengthens our team and drives innovation. All employment decisions are based on qualifications, merit, and business needs. If you require reasonable accommodation during the application or interview process, please contact [email protected].