IT Technician

• Provide end user support to VC3 clients via inbound phone, email, and webchat, following an ITIL-founded triage model
• Troubleshoot hardware, applications, VPN/remote access, network drives, DNS, and workstation performance issues
• Support user account management in Active Directory, Exchange, and O365, including account setups/terminations, password resets, email updates, and permission changes
• Perform IMAC requests, software installs, and system updates
• Manage mobile and telephone support, including mobile email setup, phone system adjustments, call forwarding, and extension updates
• Investigate spam/phishing emails, secure compromised email accounts, and complete malware scans and removal
• Escalate out-of-scope issues to the appropriate elevated team
• Update tickets, change logs, internal guides, and knowledge base articles
• Participate in the on-call rotation (1 week every 3–4 months)
• Perform additional duties as required

IT Service Technician I

• Provide end user support to VC3 clients via inbound phone, email, and webchat, following an ITIL-founded triage model
• Troubleshoot hardware, applications, VPN/remote access, network drives, DNS, and workstation performance issues
• Support user account management in Active Directory, Exchange, and O365, including account setups/terminations, password resets, email updates, and permission changes
• Perform IMAC requests, software installs, and system updates
• Manage mobile and telephone support, including mobile email setup, phone system adjustments, call forwarding, and extension updates
• Investigate spam/phishing emails, secure compromised email accounts, and complete malware scans and removal
• Escalate out-of-scope issues to the appropriate elevated team
• Update tickets, change logs, internal guides, and knowledge base articles
• Participate in the on-call rotation
• Perform additional duties as required

Analyst

• Monitor network and system performance using monitoring tools and software
• Identify and troubleshoot network and system issues, escalating as necessary
• Perform basic system and network configurations and deployments
• Maintain accurate documentation of network and system configurations and changes
• Collaborate with cross-functional teams to resolve issues and implement solutions
• Monitor and respond to network and system alerts and notifications
• Communicate network and system issues to internal and external stakeholders
• Participate in on-call rotation and respond to after-hours incidents as needed
• Create and properly annotate tickets to account for time
• Manage personal workload and meet service level agreements (SLAs)
• Perform additional duties as required

NOC Analyst I – Evenings, Overnight

• Monitor network and system performance using monitoring tools and software
• Identify and troubleshoot network and system issues, escalating as necessary
• Perform basic system and network configurations and deployments
• Maintain accurate documentation of network and system configurations and changes
• Collaborate with cross-functional teams to resolve issues and implement solutions
• Monitor and respond to alerts and notifications
• Communicate network and system issues to internal and external stakeholders
• Participate in on-call rotation and respond to after-hours incidents as needed
• Create and accurately notate tickets to account for time
• Manage personal workload and meet service level agreements (SLAs)
• Perform additional duties as required

NOC Analyst I – Evenings

• Monitor network and system performance using monitoring tools and software
• Identify and troubleshoot complex network and system issues, escalating as necessary
• Configure and deploy systems and network devices in coordination with Backup Specialists and Toolset Orchestration Specialists
• Maintain accurate documentation of network and system configurations and changes
• Collaborate with cross-functional teams to resolve issues and implement solutions
• Monitor and respond to alerts and notifications from network and system monitoring tools
• Communicate network and system issues to internal and external stakeholders
• Participate in on-call rotation and respond to after-hours incidents as needed
• Mentor and train Analyst I staff on network and system monitoring best practices
• Ensure tickets are properly created and documented to account for time
• Manage personal workload and ensure service level agreements (SLAs) are met
• Perform additional duties as required

NOC Analyst II

• Monitor network and system performance using monitoring tools and software
• Identify and troubleshoot network and system issues, escalating as necessary
• Perform basic system and network configurations and deployments
• Maintain accurate documentation of network and system configurations and changes
• Collaborate with cross-functional teams to resolve issues and implement solutions
• Monitor and respond to alerts and notifications
• Communicate network and system issues to internal and external stakeholders
• Participate in an on-call rotation and respond to after-hours incidents as needed
• Create and accurately notate tickets to account for time
• Manage personal workload and meet service level agreements (SLAs)
• Perform additional duties as required

NOC Analyst I

• Monitor network and system performance using various monitoring tools and software
• Identify and troubleshoot complex network and system issues, escalating as necessary
• Perform system and network device configurations and deployments in coordination with Backup Specialists and Toolset Orchestration Specialists
• Maintain accurate documentation of network and system configurations and changes
• Collaborate with cross-functional teams to resolve issues and implement solutions
• Monitor and respond to alerts and notifications from network and system monitoring tools
• Provide timely and effective communication of network and system issues to internal and external stakeholders
• Participate in an on-call rotation and respond to after-hours incidents as needed
• Mentor and train Analyst I staff on network and system monitoring best practices
• Ensure tickets are properly created and notated to account for time
• Manage personal workload and ensure service level agreements are met
• Perform additional duties as required

• Monitor network and system performance using monitoring tools and software
• Identify and troubleshoot network and system issues, escalating as necessary
• Perform basic system and network configurations and deployments
• Maintain accurate documentation of network and system configurations and changes
• Collaborate with cross-functional teams to resolve issues and implement solutions
• Monitor and respond to network and system monitoring alerts and notifications
• Communicate network and system issues to internal and external stakeholders
• Participate in on-call rotation and respond to after-hours incidents as needed
• Create and accurately document tickets to account for time
• Manage personal workload and meet service level agreements (SLAs)
• Perform additional duties as required

Security Analyst

• Manage security event monitoring and incident response ticket queues
• Triage security events in line with service level agreements and objectives
• Translate cybersecurity concepts into non-technical terms for clients
• Convey indicators of compromise, isolation, and remediation steps
• Analyze system, security, and application logs to diagnose faults, identify abnormal behavior, and rule out false positives
• Use VC3 and client toolsets, including endpoint detection and response tools, to investigate alerts and anomalies and build threat timelines
• Investigate, escalate, contain, or eradicate malicious activity according to established procedures
• Develop and deliver written and oral security reports and metrics to clients, teammates, and management
• Recommend improvements to internal processes and procedures
• Participate in threat hunting and special projects
• Work the scheduled 4pm–1am EST evening shift
• Perform additional duties as required

IT Security Analyst I – Evening Shift

• Manage security event monitoring and incident response ticket queues
• Triage security events in line with service level agreements and objectives
• Investigate alerts and anomalies using endpoint detection and response tools
• Build accurate timelines of potential threats and possible compromise
• Translate cybersecurity concepts into non-technical language for clients
• Communicate indicators of compromise, isolation, and remediation steps
• Analyze system, security, and application logs to diagnose faults and identify abnormal behavior
• Investigate, escalate, contain, or eradicate malicious activity
• Prepare and deliver written and oral security reports and metrics
• Recommend improvements to internal processes and procedures
• Participate in threat hunting activities and special projects

IT Security Analyst I

Systems Engineer

• Resolve complex technical issues and provide timely, effective client solutions
• Receive and respond to escalated service requests, incidents, and change requests
• Troubleshoot LOB applications, Microsoft Office, browsers, networking, VPN/RDS/Citrix, wireless, and peripherals
• Perform virus/malware removal and phishing email remediation
• Add, remove, or change virtual server resources
• Complete application password resets
• Support Microsoft 365 Partner Center/Entra ID, Active Directory, and Group Policy
• Identify recurring issues and initiate problem tickets
• Recommend improvements to supported hardware and software, including security posture improvements
• Maintain accurate real-time timesheets and detailed troubleshooting and client communication notes
• Participate in the on-call rotation one week every 3–4 months
• Follow the VC3 Way standards and processes to deliver predictable customer outcomes
• Perform additional duties as required

IT Systems Engineer I

• Receive and respond to escalated service requests, incidents, and change requests
• Troubleshoot LOB applications, Microsoft Office, browsers, networking, VPN/RDS/Citrix, wireless, and peripheral issues
• Perform virus/malware removal, phishing email remediation, virtual server resource changes, and application password resets
• Identify recurring issues and initiate problem tickets
• Recommend improvements to supported hardware and software, including security posture enhancements
• Maintain accurate real-time timesheets and detailed troubleshooting and client communication notes
• Participate in the on-call rotation one week every 3–4 months
• Support client success by resolving complex technical issues and following the VC3 Way standards and processes

Architect

• Ensure infrastructure work aligns with the Business Architecture framework, IT strategy, strategic drivers, and standards
• Work with Client Strategy, PMO, Implementation, and Onboarding teams to onboard client technologies and define future network, compute, and storage infrastructure
• Assess system requirements and designs against best practices, technology advances, industry standards, and business needs
• Provide direction on feasible, cost-effective system architecture solutions
• Follow and maintain VC3 standards and processes
• Consult with Client Strategic Advisors and clients on IT approaches and directions
• Develop and maintain a catalog of VC3 technical capabilities, technologies, and platforms; identify overlaps and gaps
• Create value-based proposals addressing business drivers and pain points and guide technical sales cycles
• Manage internal proposal requests and ensure complete, appropriate solutions
• Produce high-level architecture blueprints guiding implementation of client projects
• Prepare situation-analysis assessments covering reliability, capacity growth, backups, and related architecture standards
• Analyze technical requirements to determine infrastructure designs, potential issues, and costs
• Participate in Project Implementation Reviews
• Monitor industry standards, software and data innovation, architectural trends, and technology vendors
• Update product lines, standard labor and product templates, and high-level review documents
• Maintain accurate timesheets and troubleshooting/client communication notes
• Escalate complex issues when appropriate
• Participate in team huddles, L10 meetings, one-on-ones, training, and other team meetings
• Communicate clearly with clients and colleagues and collaborate across VC3 departments to maximize client satisfaction

Design Architect II

• Resolve complex technical issues and deliver timely, effective client solutions
• Receive and respond to escalated service requests, incidents, and change requests
• Support lower-tier technical team members with escalations beyond Tier 1 and/or Tier 2 scope
• Train and educate VC3 clients on technical standards
• Troubleshoot customer line-of-business applications, web browsers, and Microsoft Office
• Troubleshoot network connectivity, ISP issues, DHCP, DNS, wireless networks, firewalls, switches, and routers
• Troubleshoot VPN, RDS, Citrix, and operating systems on servers, desktops, and laptops
• Complete technical administrative tasks, including virus/malware removal, virtual server resource changes, and AD/365/application password resets
• Identify recurring issues and initiate problem tickets
• Recommend improvements to supported hardware and software
• Engage vendors, third parties, and client subject matter experts during troubleshooting
• Perform additional duties as required
• Follow the VC3 Way standards and processes to deliver predictable customer outcomes

IT Systems Analyst II

Field Engineer

• Drive to client sites as scheduled while adhering to appointment schedules and promptly communicating delays to the Service Coordinator
• Install and set up new computer hardware, software, and peripherals
• Troubleshoot and resolve onsite issues involving workstations and printers
• Provide onsite support for connectivity issues involving ISPs, wireless networks, DHCP, DNS, VPN, RDS, and Citrix
• Educate and guide clients on technical standards and best practices
• Identify recurring issues and initiate problem tickets
• Recommend improvements to supported hardware and software
• Maintain accurate real-time timesheets
• Record complete and accurate troubleshooting and client communication notes
• Provide hands-on support at client sites and ensure timely resolution and consistent communication
• Perform additional duties as assigned

IT Service Technician I

IT Service Technician I

NOC Analyst I – Evenings, Overnight

NOC Analyst I – Evenings

NOC Analyst II

NOC Analyst I

NOC Analyst II

NOC Analyst I

IT Security Analyst I – Evening Shift

IT Security Analyst I

IT Systems Engineer I

IT Systems Engineer I

Design Architect II

IT Systems Analyst II

IT Field Engineer I