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Support Technician / Technical Account Manager

Groff NetWorks is a leading provider of managed technology and IT services, delivering secure, reliable, and responsive solutions to businesses of all sizes. Our mission is to empower organizations with proactive IT support and strong cybersecurity practices that enable seamless operations.

We engaging with candidates of all levels to be considered for future positions as a Support Technician / Technical Account Manager to serve as a key client-facing technology partner. This hybrid role blends advanced technical support with strategic account ownership. You will act as both an IT support professional and a trusted advisor, ensuring clients feel confident in their technology environment while helping guide long-term improvements.

The Opportunity

In this role, you will:

Serve as the primary technical contact for assigned clients, ensuring their IT environments operate effectively and securely

Resolve technical issues across systems, networks, applications, and user access

Oversee day-to-day client technology needs, including infrastructure and cloud-based systems

Lead regular technology reviews and recommend strategic improvements to enhance performance, security, and scalability

Coordinate with service desk, onboarding/transition, and project delivery teams to ensure smooth communication and execution

Identify recurring technical issues and recommend process or system improvements

Maintain and continuously improve documentation, operational guides, and system configurations

Contribute to service quality and client satisfaction through proactive account management

This position reports to the Director of Operations and collaborates periodically with executive leadership.

Key Responsibilities

Act as the primary technical resource for assigned accounts

Manage and support client infrastructure, business applications, and cloud environments

Exercise independent judgment to prioritize client needs and manage daily technical operations

Partner with internal teams to coordinate projects, transitions, and ongoing initiatives

Support continuous improvement efforts across service delivery processes

Strengthen long-term client relationships through clear communication and trusted guidance

Required Qualifications

Bachelor's degree in computer science, information technology, or a related field -- or an equivalent combination of education, certifications, and hands-on experience

Experience in IT support, technical services, managed services, or similar environments

Experience troubleshooting and supporting operating systems, productivity tools, user accounts, and business applications

Ability to manage multiple priorities in a dynamic, fast-paced environment

Strong problem-solving, communication, and client relationship skills

Flexibility to adapt to changing project needs and schedules

Commitment to contributing to a mission-driven, service-oriented organization

Preferred Experience

Experience managing cloud-based productivity and collaboration platforms such as Microsoft 365, Google Workspace, or similar solutions

Familiarity with identity and access management tools, including directory services, user groups, and policy management systems

Experience supporting common business software and office productivity applications

Exposure to data backup, disaster recovery planning, and file restoration processes

Experience participating in IT projects or process improvement initiatives

Why Join Groff NetWorks?

Our philosophy is simple: serve others first -- our clients, our team, and our community.

We are a humble, accountable, and growth-minded organization that values collaboration, continuous learning, and a positive team culture. We believe technology should empower people, and we work together to make that a reality.

Awards & Recognition

2024 Best Places to Work Award Recipient

#1 Rated IT Team in Upstate New York

Ranked among the Top 25 Managed Service Providers Worldwide

Recognized for Rapid Growth and Service Excellence

What We Offer

Competitive compensation

Ongoing professional development and technical training

A supportive, inclusive, and collaborative work environment

Clear pathways for career growth within a growing organization

The opportunity to make a measurable impact for clients and communities

Join Us

If you are passionate about technology, enjoy building strong client relationships, and want to grow your career in a collaborative and mission-driven environment, we encourage you to apply.

Groff NetWorks is an Equal Opportunity Employer.

We celebrate diversity and are committed to creating an inclusive workplace where all individuals feel valued and supported.