Career opportunities at PRO

Are you an IT professional or passionate about technology? Let’s come together to create something great.

Company Culture

PRO is all about empowering small businesses and nonprofits with the right tools that allow them to thrive.

Each member of our small team understands how important it is to be helpful, learn something new every day and provide personable, friendly service.

Our top priorities are going the extra mile for every client, and finding the very best solutions for each small business we work with.

While doing so, we don’t lose our personality and have fun helping clients. We strive to create friendly and trusting relationships and make clients feel like they are calling a trusted partner.

WHO we’re looking for

You will make a good fit if you have:

A friendly, personable and client-centric attitude
Logical thinking and a problem-solver attitude
Eagerness to learn and a passion for tech
A methodical approach to solving issues

A PRO should have excellent Google-fu, a track record of creative problem-solving, some experience in troubleshooting technology and communicating with clients.

You shouldn’t be afraid to admit you’ve never seen a specific issue before, but jump in to find a solution. Lastly, you should have a positive attitude that radiates to our clients and your co-workers.

Meet the PROs

Meet the team members who are making PRO into what it is today and read more about what drives us to do our best work every day.

Interested in joining our team?

Tell us a little about yourself and upload your cover letter + resume.

PRO

5019 West Lawrence Avenue
Chicago IL 60630

773-907-0600

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IT Support Intern

Job Description
Are you looking for the opportunity to get your foot in IT’s door and become well-versed in all facets of technology?

We are looking for someone who might not have any IT experience but is eager to learn and is passionate about technology. Do you tinker your own computer to make it run better, or do your friends and family consider you as their designated IT support?

PRO – Technology Professionals is a small business, offering fast and personable IT Support for other small businesses and non-profits. Working in a small business IT environment means you get exposed to different areas of IT (basic troubleshooting, client services, networking, VoIP systems, and more.)

The PROs will train you to become self-sufficient, gain expertise in efficient troubleshooting, different technologies and explain how everything ties together. This paid internship can be extended to a full-time job offer.

Position Summary
The IT Support Intern will learn to provide Level I Technical Support for new and existing clients, assist with setting up new deployments, and document client requests and configurations. You will get experience directly communicating with end-users to provide them with solutions or escalate tickets. You will also help with some administrative tasks. The ability to think critically, communicate clearly, and work independently is crucial.

You will succeed in this role if you are ready to ask questions, you are not afraid of failing, and you try doing something new every day.

Responsibilities and Duties:

Answer incoming client calls in a courteous and friendly manner
Create and assign tickets for clients that have technical problems
Remotely assist clients with level I technical issues, such as:
– Resetting an email (Office365 or other) or NAS password
– Removing browser extensions and troubleshooting browser problems
– Performing quick tune-ups
– Installing network printers
– Setting up new Office 365 profiles in Outlook
– Staging PCs or Macs for on-site deployment, etc.
Ensuring payments are made in a timely manner
Answering general questions about our services

Pay and term

Starting Salary: $12/hr
1-3 month internship

After the internship term, PRO may extend an offer letter for a full-time job depending on your wants and performance.

Entry-Level IT Support Specialist

Job Description
Are you looking to get your foot in IT’s door and gain real-world experience in an IT role? PRO is looking for an Entry-level IT Support Specialist who is eager to learn and passionate about technology. Do you tinker with your computer, or do your friends and family consider you as their IT support PRO?

PRO is specialized in fast and personable IT Support for small businesses and non-profits in the Chicagoland area. Working in different business IT environments means getting exposed to different IT areas (PC/Mac setup/troubleshooting and repair, Microsoft 365, Cloud Computing, Networking, VPN Setup/Troubleshooting, Remote Monitoring and Support, VoIP, and much more.)

The PROs will train you to become self-sufficient and gain vast expertise in the IT field.

Position Summary
The Entry Level IT Support Specialist will provide Level I Technical Support for clients, assist with new deployments, and document client requests. You will directly communicate with end-users to solve or escalate tickets. You will be the first point of contact on the phone, answering general questions, and handling some administrative tasks. The ability to think critically, communicate clearly, and work independently is crucial.

Qualifications and Required Skills

Customer service experience: on the phone or in-person
Computer setup and troubleshooting (PC and Mac), basic networking, and remote support skills
Passion for technology and desire to help others
Able to prioritize tasks and work well in a team setting
Reliable and personable with a problem-solving attitude

Your day-to-day as an IT Support Specialist

Act as the first point of contact for clients
Answer incoming calls and emails in a friendly and efficient manner
Solve a variety of technological issues, escalating tickets if necessary
Explain technical terms to clients in a simple, understandable way
Provide some administrative support (answering general questions, resolving administrative problems, etc.)

Responsibilities and Duties:

Answer incoming client calls in a courteous and friendly manner
Create and assign tickets for business clients that have technical problems
Remotely assist clients with level I technical issues, such as:
– Resetting an email (Office365 or other) or Server/NAS password
– Removing browser extensions or troubleshoot problems with the operating system
– Performing quick tune-ups
– Install or troubleshoot network printers
– Setting up new Office365 users and configure profiles in Outlook
– Set up or troubleshoot VPN connections
– Staging PCs or Macs for on-site deployment
Perform on-site computer setups/troubleshooting and assist with network/server or cloud deployments
Document ticket resolution and create workflows if needed
Answering general questions about our services

Pay, Benefits and Perks

Starting Salary: $15-25/hr. – commensurate with your experience and skills
BCBS (PPO/HMO) Health Insurance
Unlimited Paid Time Off
401k with company match
Weekly lunch, laid back and collaborative culture
Company car and cell phone for on-site IT Support PROs
Training and certification reimbursements
Job Type: Full-time

COVID-19 considerations
Training will be taking place in-office, after which the employee can choose to work remotely.

IT Service Desk Manager

Job Description
The Service Desk Manager is responsible for ensuring that tickets and projects are being delivered to PRO’s customers and that the customer expectations are met or exceeded based on the SLAs. You are responsible for balancing the team’s workload and inform the company leadership of issues regarding personnel, performance, customer perception, and ticket or project status.

Responsibilities

Manage the day-to-day operations of the service desk and managing the service desk team. In charge of scheduling and assignment of staff, and oversee the team as they provide highly responsive support to customers with attention to detail and quality
Proactively monitor assigned and open tickets/projects, contacting customers when necessary, and ensuring tickets and projects are updated on a timely basis
Create and continuously update policies and procedures for creating, updating, escalating, and closing tickets and projects
Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
Create tickets checklists and make sure that they are implemented
Setup and maintain stock for products needed for the on-site deployments
Work closely with the leadership team to establish clear goals and metrics that the service team will focus on
Proactively monitor staff availability, and make dynamic changes to schedules and resource allocation
Facilitate and foster customer feedback to improve the performance of the Service Desk and PRO’s services as a whole
Serve as an escalation point for complex customer issues
Prepare and provide yearly Technical Business Reviews for Class A customers
Identify business opportunities or upsells at customer accounts and work with the account managers to research, propose and get the solution approved
Contribute to the creation of standards and best practices
Create an inspiring team environment with an open communication culture
Coach and develop employees to expand upon their technical skills, discover training needs, and provide career development guidance
Hold the team accountable for results

Qualifications and Required Skills

Bachelor’s degree in Computer Science, Information Technology, a related field, or equivalent experience
Experience with ITSM best practices and ITIL standards or ITIL Certification
At least 2 years of experience in service delivery/operations management and/or project management in IT outsourcing as Service Delivery Manager, Team Lead, or Engineer
Demonstrable experience with Active Directory, Windows Server, Microsoft 365, and Azure Cloud Services
Good computer networking skills (DNS, DHCP, VPN, VLANs, etc.).
Customer-focused, with an ability to understand and manage customer expectations
Ability to manage issues of diverse and ambiguous scope which require evaluation and discovery
Proven track record of success in identifying customer needs and implementing long-term solutions
Ability to build rapport and trust with customers and service desk team Excellent documentation skills to provide technical as well as customer-facing documents
Strong organizational skills and good written and verbal communication skills
Excellent documentation skills to provide technical as well as customer-facing documents
Ability to manage multiple tasks and projects with ease
Technical certification from Microsoft on Microsoft 365/Azure
Experience with IT Glue, Datto RMM, SyncroMSP a plus

Pay, Benefits and Perks

Pay: 70k to 90k, commensurate with your experience and skills
BCBS (PPO/HMO) Health Insurance
Unlimited PTO
401k with company match
Weekly lunch, laid back and collaborative culture
Company car and cell phone for on-site PROs
Training and certification reimbursements