About us:
RKON
is an ISO27001 and AICPA SOC 2 Type II certified company that specializes in providing IT migration and transformation services for the Mergers and Acquisitions market. RKON was recently recognized as one of the 100 best places to work in IT, highlighting our competitive advantage of empowering thought leaders and providing cutting-edge solutions for the fast-paced industry of private equity. RKON is looking for ambitious professionals to join our award-winning team. We have a proven track record for finding and developing top talent with people that believe they can achieve something greater.
We also pride ourselves on fostering an environment where initiative, creative thinking, and collaboration are encouraged and rewarded—a key reason for the extraordinary level of service we deliver to our customers.
RKON does not accept unsolicited resumes from staffing agencies, search firms or any third parties.
About the position:
As a Managed Services Onboarding Specialist, you will be responsible for leading and managing new client onboarding to RKON services with a focus on service desk support. The Managed Services Onboarding Specialist will be responsible for coordinating back-office system configurations, leading support process meetings, driving adoption of standard RKON support approach, and continually improving the implementation and client experience. This position is ideal for a hands-on individual with strong attention to detail, excellent communication skills, and the ability to manage multi-faceted information technology projects to ensure a smooth onboarding experience for our clients.
This is a full-time, permanent position. This position is based in Chicago, IL, with a hybrid work schedule (2-3 days a week in the office).
Responsibilities Include:
- Manage all technical aspects of the onboarding and offboarding of our clients, functions as lead technical contact on projects for the client, end user engineering leadership, and project manager
- Understand the components of implementing information technology managed services. (i.e., service desk, request management, server & networking, workstation, communications, security services, and cloud solutions)
- Work with the project manager and assigned stakeholders to help plan the technical support workflow portions of onboarding and decommission project
- Assist with and ensure client support processes and workflows are communicated and related knowledge articles are published
- Update related project tasks and plans to drive accurate progress reporting
- Verify all deployed components are properly accounted for in our tools and documented in our customer management systems
- Participate in lessons learned at the end of projects to help highlight successes and areas of improvement
- Participate in planning, testing, and training sessions as new services are developed and productized
- Help evolve team process by providing feedback to the team and management
- Build strong relationships with cross functional peers & team members alike
- Communicate both orally and in writing with all levels of management, support teams, external vendors, and customers
- Escalate risks, issues and problems appropriately
- Perform other duties as assigned
Technical and Professional Expertise
- Bachelor’s degree in information technology or equivalent experience
- 2-4 years minimum of related hands-on work experience deploying multi-faceted IT projects, preferably in an IT managed services environment
- Previous experience with ticketing systems (e.g. ServiceNow, Jira, ConnectWise), CRM or ITSM management tools a strong plus
- Proficient in MS Office suite
- Understanding of IT project management methodologies, critical path, and dependent tasks
- Good technical understanding related, but not limited to, hardware & operating systems (Windows/MacOS) build and configuration, telephony & Teams Voice, networking (LAN), remote management tools
- Strong proficiency in documentation of processes, user communications, and knowledge base articles
- Proficient with Microsoft 365 admin portal and licensing, Entra ID, Autopilot and Intune
- Ability to lead planning meetings, document outcomes, and commitment to deliver high-quality results
- Comfortable working with individuals across all skill levels from end users up to C-level executives
- Excellent communication skills, both orally and written, with the ability to articulate details without losing sight of the audience you’re communicating with
- Strong track record of managing multiple work streams and meeting deliverables
- Strong troubleshooting and analytical thinking skills
- Candidate must be consultative and solutions-oriented while considering all angles when providing guidance or recommendations
- Knowledge Centered Service (KCS) foundations
- Intermediate level experience with Microsoft Excel and Smartsheet
- Microsoft certification MS-900 and AZ-900 or equivalent hands-on experience
- Willingness to travel, on rare occasions
Expected Training Requirements After You are Onboarded:
- Knowledge Centered Service (KCS) v6 Foundations (within 3 months)
- ITIL v4 Foundations (within 6 months)
- CompTIA Project+ (within 1 year)
