The General Manager’s role is to run the day-to-day operations of the TeamLogic IT business. It is his or her responsibility to manage and implement the business plan that was developed for the TeamLogic IT business. He or she should make recommendations to the TeamLogic IT business owner of changes to the Business Plan, day-to-day operations, workflow issues, and marketing that he or she feels will improve the functionality of the business.

• Promote a sales culture within the business to build profitable revenue growth
• Serve as the primary point of contact for the TeamLogic IT business in the market area; attend business functions to uncover new opportunities and investigate business development and strategic partnerships within the business community
• Position TeamLogic IT as the premier computer service provider in the market
• Prepare for future growth through hiring and developing skilled technicians
• Provide leadership to achieve or exceed budgeted sales, payroll, and controllable expense goals
• Ensure all customers receive exemplary customer service and receive a positive experience
• Serve as a role model for building relationships with customers
• Accountable for all aspects of the business
• Business (vendors & suppliers) relationship management
• Technician scheduling

• Motivate and inspire team to anticipate and exceed clients’ service needs
• Review business goals and objectives with business owner, discuss and monitor action plans to ensure goals are met and/or exceeded
• Review and monitor budgets to ensure all financial goals are met
• Conduct regularly scheduled one-on-one meetings with staff, assessing strengths and developmental needs
• Maintain strong and consistent levels of communication with the owner of the TeamLogic IT business

• Five+ years management experience, preferably in IT management with emphasis on customer service and staff development
• Ability to think through complex IT issues, and allocate time to execute multiple tasks and changing priorities
• Effective communication, organization, and leadership skills
• Ability to motivate and influence others through actions and examples
• Ability to identify top IT talent, create teams, and train/develop/retain great people
• Ability to perform necessary marketing related functions including effective networking and following up on leads that are generated
• Ability to achieve results both independently and through others by fostering a spirit of teamwork and cooperation

The Level 1 Technician will be responsible for repair, installation, and maintenance of personal computer hardware and peripherals, either at the client location or through a remote connection. The Level 1 technician should be able to perform the following functions and activities:

• Configure LAN and network devices’ software
• Develop and document installation and upgrade plan
• Document LAN and network devices configurations
• Install the new equipment, cabling and network devices
• Prepare the site and develop the work plan for the installation
• Remove old equipment and cabling

• Evaluate and prepare the job site for safe work
• Keep current with and assist in the update of safety procedures
• Maintain facilities, equipment and materials safely and securely
• Operate all equipment safely

• Administer and secure LAN
• Coordinate, communicate and document changes
• Create and present reports regarding LAN performance
• Develop contingency plans and disaster recovery plans
• Establish and maintain user accounts
• Evaluate and develop maintenance and upgrade plans
• Perform maintenance activities, systems backups and restore data
• Perform quality checks on LAN

• Develop and document test specifications
• Identify customer requirements
• Research technical alternatives and analyze technical options
• Review LAN architecture
• Test network equipment and devices

• Act as a liaison between groups
• Ask customers for feedback and share with supervisor to improve the quality of service
• Gather and confirm trouble ticket information regarding customer needs
• Work with customers to solve problems and support their needs

• Analyze problems and research solutions
• Document and communicate problems, solutions, and the implementation process
• Monitor workload, manage time and prioritize requests
• Query existing network device knowledge resources
• Recommend, test and implement a solution

• CompTIA A+
• CompTIA Net+ or Security+
• MCDST – Microsoft Certified Desktop Support Technician is desirable, but not required

The Level 2 Technician will be able to provide the same repair, installation, and maintenance support that a Level 1 Technician provides. However, the Level 2 Technician will be expected to have more in-depth knowledge of hardware, software, and more importantly, networking, and security topics than a Level 1 Technician.

Additionally, the Level 2 Technician will be able to monitor and maintain the clients’ network systems, troubleshoot network systems when necessary, and make improvements to the network. He or she will rely on experience and judgment to plan and accomplish goals.

The Level 2 Technician will provide additional support to other Level 1 Technicians in the TeamLogic IT Business. The Level 2 technician should be able to perform the following functions and activities:

• Identify user requirements
• Install LAN
• Prepare overall design and integration plan

• Develop and implement network system and user security requirements
• Develop and implement security plan
• Establish and maintain network accounts
• Maintain and improve security in response to industry developments and user experience

• Develop the installation work plan
• Equipment and transmission media are tested after installation
• Identify tools, equipment and materials needed for installation
• Implement new system configuration
• Prepare design for the site
• Review equipment and transmission medium after installation
• Work with software and hardware vendors

• Configure new system components in a controlled environment
• Develop and implement preventive maintenance plan
• Monitor and maintain software and hardware for optimal network performance
• Review and update network configuration plan
• Test and verify that system meets customer specifications

• Analyze problems and research solutions
• Document and communicate problems, solutions and the implementation process
• Monitor work load, manage time and prioritize requests
• Query manufacturer information and systems specification resources
• Recommend, test and implement a solution

• CompTIA A+
• CompTIA Net+
• CompTIA Security+
• MCDST
• MCSA
• Minimum Two (2) years of hands-on experience

The Level 3 Technician will be able to provide a higher level of repair, installation, and maintenance support than a Level 2 Technician provides. The Level 3 Technician will be expected to have even greater in-depth knowledge of hardware, software, networking, and security topics than the Level 2 Technician would have.

The Level 3 Technician works on assignments that are more complex in nature, and works in an unsupervised environment within policies and procedures.

The Level 3 Technician will provide additional support to other Level 1 and Level 2 Technicians in the TeamLogic IT business. The Level 3 Technician will be able to perform all the functions described in the sections for Level 1 and Level 2 Technicians.

The TeamLogic IT Corporate recommendation for certifications required for a Level 3 Technician are:

• • CompTIA A+
• • CompTIA Net+
• • CompTIA Security+
• • CompTIA Server+
• • MCSA (Microsoft Certified Systems Administrator)
• • MCSE (Microsoft Certified Systems Engineer)
• • Minimum 5 years hands-on experience

The roles and responsibilities for a TeamLogic IT Office Manager will vary depending on whether the person has technical skills or not. If the person filling this role has IT knowledge and experience, they will typically serve as a primary contact for all customer calls, and they will be expected to handle first line troubleshooting with the client to better understand what the problem is and attempt to resolve or adequately diagnose the problem before dispatching a technician.

If the Office Manager that is hired does not have any hands-on IT skills or knowledge, then they will focus on more administrative tasks, ask detailed questions about the problem so that they can properly communicate the matter to the technician and they will serve as the conduit between the customer and the technician.

In addition to handling all incoming telephone calls, the TeamLogic IT Office Manager will be responsible for all administrative support functions for the office. He or she will implement policies and procedures for production of documents, work flow, filing, ordering of supplies, records maintenance, and other clerical services. This position may assist in the decision process for hiring vendors and suppliers such as office equipment vendors, telephones, office maintenance, etc. Depending on the person’s background and expertise, he or she may monitor budget, accounting, and/or technician time records.

A good candidate for this position will typically have 2+ years relevant administrative experience, preferably with a business-to-business company comparable in size to a TeamLogic IT operation.

This role within a TeamLogic IT business can have one of several possible job titles, including:

• Account Manager
• Salesperson
• Business Development Manager
• Marketing Manager
• Or other suitable title that the owner of the business deems appropriate

Regardless of the title, this role will typically be responsible for identifying, forecasting and attaining new customers who will generate profitable sales revenue for the company within a pre-assigned territory.

Required activities to achieve this goal will include:

• Direct Sales
• Cold Calling
• Qualifying
• Telemarketing
• Follow-up
• Networking

The candidate should also be able to investigate and uncover potential partnerships with companies and organizations that may serve as additional sources of business.

Ability to close sales as well as effective management of territory and accurate reporting of sales forecasts and opportunity status are required.

• BA, BS or equivalent
• Five years relevant experience with at least two years in sales.
• Demonstrated track record of successful selling in preferably a business-to-business and/or high technology environment.

The role of the Accounting Clerk in a TeamLogic IT business is to perform or assist in the performance of the day to day accounting functions. These include:

• Accounts Payable
• Accounts Receivable
• Invoicing/Statements
• Vendor information tracking
• Filing
• Data entry

The Accounting Clerk will need to possess the skills to work with the financial software system that the TeamLogic IT business is using. They will need to serve as the liaison with the accountant to provide them with the monthly information so Profit and Loss statements can be generated on a timely basis each month. They will need to prepare the information that the accountant will need to produce and file quarterly reports as well as the required year end reports.

A minimum of 2+ years of prior accounting experience – either on-the-job or through training – is required for this position. Strong computer skills are also required as well as very strong attention to detail and following up on the many tasks that the position requires.

The role of an Administrative Assistant in a TeamLogic IT business role is to provide very strong and positive customer service skills to all customers as well to help organize and handle the day-to-day operations of the office. This includes:

• Answering all incoming calls
• Tracking Technician schedules
• Act as a point of contact for clients
• Following up on customer inquiries
• Coordinating meetings with clients
• Ordering and tracking supplies
• Maintaining inventory
• Organize office files
• Provide support for the Owner of the business
• Generate operational reports for management
• Handle all incoming and outgoing mail orders and shipping
• Order supplies and inventory for the office and vehicles
• Handle other duties and tasks as assigned

Candidates for this position should have 2+ years of previous office management and/or administrative assistant experience. They must possess very strong organizational and customer services skills as well as a very positive attitude.