We’re hiring!

We’re always looking for intelligent, professional, and motivated people to join our accomplished staff in Washington DC and Herndon VA.

The Service Coordinator works within the Service Desk to coordinate the successful and timely delivery of technical services to commercial clients in the Washington, DC metro area. The main responsibility of the Service Desk Coordinator is to process incoming service requests from clients and to coordinate timely service delivery with the Service Desk technical staff.  The Service Coordinator assigns service tickets to the technical staff and monitors the completion of the service ticket while keeping the clients informed. 

The Service Coordinator works closely with other Service Desk members including the Jr. Analysts (Tier 1), the Sr. Analysts (Tier 2), and the System/Network Administrators (Tier 3) to support the technical needs of our clients.  The Service Desk Coordinator position requires strong customer service skills and organizational skills – it is not a technical position 

Primary Responsibilities

    • Act as the point of contact to the customer for all types of service requests 
    • Process incoming service requests from clients (via telephone, email, and other means) 
    • Responsible for answering all incoming telephone calls on the Service Desk support line 
    • Obtain necessary information from users to adequately describe the request or problem 
    • Create service tickets using the ticketing system 
    • Assess ticket resolution time frame and coordinate resolution schedule with client 
    • Assign tickets to the appropriate technical staff for resolution 
    • Provide regular updates to the client regarding resolution and progress status 
    • Provides assistance, whenever possible, in resolving user problems  
    • Follow-up with the technical staff to assess and promote ticket resolution – escalates unresolved requests to the next level as required, ensuring that the Service Desk Supervisor is informed as needed to ensure successful and timely ticket resolution 
    • Follow-up with clients to ensure that requests or problem reports have been satisfactorily handled 
    • Close tickets using the ticketing system  
    • Daily assessment of outstanding tickets and follow-up with the technical staff and the customer 
    • Communicate schedule changes to clients as needed 
    • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages 
    • Ensure fast turnaround of customer requests 
    • Performs basic administrative duties and makes sure  all user contact information is up-to- date  

Other Responsibilities 

    • Assist in the client equipment purchase process  
    • Assist as needed in the creation of reports for billing purposes 

Technical Knowledge and Experience 

    • This position does not require technical support knowledge and experience 
    • Basic knowledge in desktop and network support and troubleshooting in a Microsoft environment is a plus (but not required) 
    • Must have experience in using basic software applications such as Microsoft OS (XP, Vista, 7), Microsoft Office (Word, Excel, Outlook, Etc…), and Help Desk or Service Desk ticketing systems 

General Knowledge and Experience 

    • This position requires very strong organizational and communication skills 
    • Must have working knowledge and experience in a Service Desk or Help Desk environment
    • Must be able to oversee and coordinate the successful completion of multiple service tickets at once 
    • Must have outstanding written and spoken English communication skills to successfully communicate ticket status updates to clients. 
    • Must be a team player with a proactive, positive “can do” attitude and a strong work ethic 
    • Ability to multi-task and work well under pressure and in a fast-paced environment 
    • Ability to work in a team and communicate effectively 
    • Excellent attention to detail with strong organizational skills 
    • An energetic, enthusiastic, team player with the desire to grow both personally and professionally. 
    • Professionalism is a must with the ability to foster and develop customer loyalty

Jr. Analyst (Tier 1) works within our Service Desk to provide technical support and troubleshooting for clients. The main responsibility of the Jr. Analyst (Tier 1) is to provide desktop and application support as well as basic troubleshooting. The majority of work will be performed remotely from our offices located in downtown Washington, DC or Herndon, VA. The position does require regular travel to our clients in the metro area. 

The Jr. Analyst (Tier 1) works closely with other Service Desk members including the Service Coordinators, the Sr. Analysts (Tier 2), and the System/Network Administrators (Tier 3). The Jr. Analyst (Tier 1) is responsible for responding to client requests, troubleshooting and resolving technical problems, and escalating tickets to Tier 2 and Tier 3 colleagues. 

Primary Responsibilities
    • Act as the first line of support for all IT issues via phone/email/portal
    • Configure and deploy workstations per client standards
    • Create and take ownership of tickets using our Ticketing System 
    • Troubleshoot and resolve desktop and application incidents through the using our Remote Management and Monitoring System 
    •  Escalate tickets to Tier 2 and Tier 3 members while maintaining ownership of the tickets 
    • Provide regular and frequent communication with the client to keep them informed on ticket status and anticipated resolution time frame
    • Document and close tickets  
    • Create documentation guides  
    • Perform regular visits to client sites in the DC Metro area to provide desktop and application support 
Desired Skills and Experience  
    • Troubleshooting Microsoft Office 365
    • Managing and troubleshooting Active Directory on Prem and Azure AD  
    • Troubleshooting Mac OS / Applications  
    • Working within multiple domain environments  
    • Exceptional face to face and phone customer focused presence.  
    • Basic networking understanding 
    • Experience drafting self help documentation  
Minimum Basic Requirements 
    • Experience with Microsoft Office 365 and Active Directory  
    • Computer hardware troubleshooting
    • Customer service  
    • Logical troubleshooting  
    • Ability to work collaboratively with team members  
    • Ability to lift up to 50 lbs on occasion  
    • 1+ year experience in previous help desk role or equivalent knowledge

The Sr. Analyst (Tier 2) works within our Service Desk to provide technical support and troubleshooting for clients. The main responsibility of the Sr. Analyst (Tier 2) is to support as escalation assistance for junior staff. Most of the work will be performed remotely from our offices in Washington, DC or Herndon, VA . The position does require regular travel to our clients in the metro area.

The Sr. Analyst (Tier 2) works closely with other Service Desk members including the Service Coordinators, the Jr. Analysts (Tier 1), and the System/Network Administrators (Tier 3). The Sr. Analyst (Tier 2) is responsible for responding to client requests, troubleshooting and resolving technical problems, and capable of handling escalating tickets from colleagues.

Primary Responsibilities
    • Configure and deploy workstations per client standards
    • Create and take ownership of tickets using our Ticketing System
    • Troubleshoot and resolve desktop, application and server issues
    • Provide regular and frequent communication with the client to keep them informed on ticket status and anticipated resolution time frame
    • Document and close tickets
    • Create documentation guides and knowledge base articles
    • Perform regular visits to client sites in the DC Metro area to provide desktop, application, and server support
Desired Skills and Experience  
    • Administration of Microsoft 365
    • Collaboration platform knowledge and administration
    • Azure or Amazon Web Services knowledge
    • Deep knowledge of Windows Server 2012 – 2019
    • Microsoft Certifications (Expert or Administrator)
    • Managing, troubleshooting, and configuration Active Directory on premise and Azure AD
    • Troubleshooting Mac OS / Applications
    • Working within multiple domain environments
    • Exceptional face to face and phone customer focused presence.
    • Understanding of networking and networking protocols
    • Exceptional documentation practice and experience
Minimum Basic Requirements  
    • Demonstrated previous experience with Microsoft 365
    • Network troubleshooting and resolution
    • User and Computer based policy using Group Policy or MDM
    • Computer Hardware troubleshooting
    • Customer service
    • Logical troubleshooting
    • Ability to work collaboratively with team members
    • Ability to lift up to 50 lbs on occasion
    • 1+ year experience in previous help desk role or equivalent knowledge.

The Sr. Cloud Engineer reports to the Engineering Manager and works within the Engineering Team to develop and implement solutions for both our Managed and Consulting client base. The primary responsibility of the Sr. Cloud Engineer is to implement a wide variety of cloud-based solutions for clients in a fast-paced growing industry.

Primary Responsibilities
    • Implementation of Hybrid and Pure Cloud solutions using Microsoft Azure
    • Implementation of Software as a Service applications such as Office 365 and Enterprise Mobility and Security
    • Design and Implementation of resilient (Highly Available) and redundant cloud-based solutions Author as-built documentation for technical and non-technical audiences.
    • Work directly with customers and team-members both on-site and off-site, per Project requirements.
Required Knowledge
    • Knowledge of Microsoft Azure Platform and Services
    • Knowledge of Microsoft Server 2008R2 – Present (2019)
    • Three to Five years’ experience and knowledge of Public and Private Cloud
    • Three to Five years’ experience and knowledge of Software as a Service applications (particularly SQL)
    • Virtualization Technologies (HyperV and VMWare)
    • Active Directory Domain Services
    • Experience and knowledge of both virtual and physical Firewall and Networking technologies Extensive Knowledge of Microsoft Cloud Ecosystem to include:
      • Office 365
      • Azure Multi-Factor Authentication
      • Azure Active Directory
      • Azure Virtual Machines
      • Enterprise Mobility and Security
      • Azure Security and Compliance
      • Intune and Mobile Device Management systems
      • SharePoint Online (SPFx Framework; Modern UI, SP PowerShell)
      • Powershell or Bash experience
Nice to Have
    • VoIP Experience \ Microsoft Teams or Skype for Business Voice Solutions
    • AWS or Google Cloud Experience
    • Advanced Firewall\Networking experience (Cisco, SonicWall)
    • Development Experience (HTML, React, and\or JavaScript)
    • Power Platform Experience (PowerBI, PowerApps & Flows, Common Data Service)
    • Linux or Citrix Experience
    • Project Management Experience (PMI and\or Agile)

FSi is adding another member to its sales team and is searching for an Sales Development Representative who will be responsible for supporting sales and marketing efforts by actively prospecting and qualifying leads for outside sales representatives.

We are looking for a high-energy organized individual who has a passion to succeed and wants an opportunity to advance their career. This individual should possess strong oral and written communication skills and have proven experience setting meetings with decision makers in a B2B environment. The successful candidate in this role will complete 40-60 quality activities (calls, emails) per day and convert activities into 7-10 meetings per month.

PRIMARY RESPONSIBILITIES
    • Generate leads and develop a pipeline through researching, prospecting (cold calls, LinkedIn, emails), and networking within a defined market/territory
    • Proactively leverage the right mix of activities (calling, emailing, social media) to generate a desired number of meetings to support sales goals
    • Track and report all lead and sales activity in Salesforce
    • Collaborate with sales and marketing teams to build prospect lists for target markets
    • Quickly identify customer needs and requirements to determine fit for FSi services
    • Qualify and hand-off opportunities to outside sales representatives.
    • Work with management to continuously improve the lead generation process
    • Maintain an understanding of company services and product offerings 
REQUIRED SKILLS
    • At least 1-2 years of proven inside sales and prospecting experience
    • Track record of generating 40-60 quality activities (calls, emails) per day and over-achieving monthly meeting quotas. This job is for those with a proven record of actively prospecting every day and setting meetings with decision makers
    • Well organized and approaches each day with a plan to generate meetings
    • Strong phone presence, listening, and presentation skills
    • Excellent written and oral communication skills
    • Ability to listen, understand customer needs, and qualify opportunities
    • Willingness to work collaboratively with sales and marketing team members to meet sales goals 

DESIRED SKILLS

    • Bachelor’s Degree preferred
    • Experience selling managed IT services or SaaS solutions a plus

We are looking for a high-energy organized individual who has a passion to succeed and wants an opportunity to advance their career. This role is responsible for actively driving and managing the technology evaluation stage of the sales process, working in conjunction with the sales director as the key technical advisor and service advocate.

PRIMARY RESPONSIBILITIES

  • Provide pre-sales technical support for FSi services to Sales Directors.
  • Work with Marketing to develop content and presentations reflective of the FSi’s service offerings that support lead generation and the various stages of the sales cycle.
  • Manage all technical aspects of the RFP and proposal processes, working with the Sales and Engineering teams to make sure solutions align with prospect and customer requirements and are deliverable by FSi.
  • Write technical responses to RFP, RFQ, and RFI documents
  • Work with Engineering to scope, architect, and determine the level of effort required to deliver services.
  • Create and deliver presentations and demos, as needed, that clearly communicate the value proposition of FSi’s service offerings.
  • Effectively communicate client needs to the product and service development team for future product and service enhancements that support FSi’s sales goals.
  • Maintaining accurate and up-to-date customer data requested by FSi in Salesforce or the CRM in use.
  • Participating as an active member of FSi’s team to ensure our customers’ best interests are at the forefront of our daily activities.
  • Attending training sessions, meetings, trade shows, and other non-sales functions as requested by management.
  • Work closely with Product Management team communicating feedback on product/service requests from prospective clients needed to close business.
 
REQUIRED SKILLS
  • At least 5 years of proven experience in a sales engineering role.
  • Excellent technical problem solving and troubleshooting skills.
  • Excellent written and oral communication skills coupled with strong listening and presentation skills.
  • A good mix of technical ability, sales and customer interaction skills are required.
  • Ability to listen, understand customer needs, and develop technical solutions to meet these needs.
  • Willingness to work collaboratively as part of the sales team to meet sales goals.

 

DESIRED SKILLS
  • Bachelor’s Degree in technical or engineering related field.
  • Microsoft technical certifications a plus.

FSi Strategies needs a content creator and demand generation superstar to join our team. This newly created role will report to the Vice President of Sales & Marketing. This is an opportunity for a highly productive and motivated self-starter to use their creative marketing experience to generate compelling content to drive prospect traffic and build a successful inbound marketing demand generation program

This individual will be responsible for developing relevant content needed to engage audiences through the sales process, attract web site traffic, converting that traffic into new leads, and nurturing these leads to a hand-off to the sales team for closing.

This individual will work with team members to identify content topics, write the content, and determine the most effective way to deliver this content with the goal of generating sales leads. This individual will also help define the lead evaluation and tracking process, working closely with the sales team to align the process with a customer’s sales journey. He/she will use their experience to successfully design, implement and measure inbound marketing programs, coupled with paid marketing activity. He/she will be responsible for all inbound lead generation programs including (but not limited to) campaigns, webinars, events, and leveraging social platforms to push content that drives demand.

Primary Responsibilities:

  • Identify topics, create and oversee the development of creative content campaigns that include whitepapers, webinars, blogs and email, working with the graphics team.
  • Develop inbound and outbound demand generation strategies to support the revenue goals of the business.
  • Identify and master tools (e.g., Marketing Automation, Salesforce, Social Media, Website etc.) including how they integrate to develop a top-class marketing demand generation program.
  • Grow new leads, including marketing qualified leads, by converting site traffic through calls to action, landing pages, and lead generation content (including offers).
  • Optimize lead nurturing processes through email, webinars, content, social channels and paid advertising.
  • Enforce marketing automation and inbound marketing best practices.
  • Develop a monthly marketing calendar of activities, events, programs, campaigns etc… to share out with the organization.
  • Identify content needs to support digital and traditional lead generation and retention campaigns.
  • Evaluate the effectiveness of existing marketing tools and make recommendations on tools to use moving forward.
  • Effectively work with the sales and delivery teams to ensure accuracy and consistency of message and product features/benefits.
  • Monitor CRM prospect and customer database hygiene, performing ongoing data cleansing to maintain the health and accuracy of our prospect and lead database.
  • Develop and maintain FSI’s website/social content and ensure it is shared with relevant networks, websites and external blogs.
  • Play a lead role in developing the company’s SEM/SEO strategies and initiatives.
  • Establish closed-loop analytics with sales to understand how our marketing activity turns into customers, and continually refine the process to convert customers while minimizing expense.
  • Perform other duties as assigned, including but not limited to event support, market research, vendor management, etc.

 

Requirements:
  • BS Marketing or Business and a minimum of 2 years’ experience where you wrote technology related content and were accountable for demand generation goals, such as MQLs, SQLs, and SALs.
  • Familiarity with managed IT services or Microsoft cloud technologies preferred.
  • Candidate must be comfortable working with and being closely aligned with Sales and measured against sales metrics and revenue goals.
  • Candidate must be organized, dependable, enthusiastic, results-oriented and innovative. Takes initiative and gets results to fill the top of the sales funnel.
  • Proven experience working with CRM tools like Salesforce and marketing automation tools like Hubspot, Infusionsoft, Pardot (or similar tools) building, testing, executing and optimizing marketing programs with thorough understanding of lifecycle marketing, from acquisition through retention and building loyalty.
  • Broad experience managing all aspects of lead generation and nurture campaigns.
  • Highly data and goal driven with a passion for testing and continuous optimization.
  • Excellent strategic positioning skills and ability to effectively communicate complex ideas.
  • Experience in developing and executing thought leadership programs, including webinars.
What Success Looks Like
  • Deliver agreed upon number of Marketing Qualified Leads (MQL) per month.
  • Work with product and service development teams and subject matter experts to create an agreed upon number of marketing content pieces per month to support the stages of the buyers’ journey.
  • Work with subject matter experts to develop and deliver an agreed upon number of thought-leadership webinars per quarter, incentivizing prospects with access to relevant content and generating warm leads.

The Account Manager works within the Client Services Team to facilitate the successful and timely delivery of IT services to commercial clients in the Washington, DC metro area. The main responsibility of Account Manager is to make sure that the clients are happy and there is constant progress in improving the IT infrastructure and keeping up with technology advancements

The account manager works closely with Service Desk and Engineering team including the Jr. Analysts (Tier 1), the Sr. Analysts (Tier 2), and the System/Network Administrators (Tier 3) to support the technical needs of our clients. The Account Manager position requires strong customer service skills and organizational skills – it is not a technical position.

Primary Responsibilities

  • Build and maintain strong, long-lasting customer and trusted advisor relationship with all clients
  • Operate as the lead point of contact for any and all matters specific to the clients
  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives
  • Communicate clearly the progress of monthly/quarterly initiatives/projects internally and externally
  • Have regular status calls with the clients
  • Assist with high severity requests or issue escalations as needed, assist in the resolution process and manage communication with the client as needed
  • Identify development potential in accounts by studying current business; identifying and evaluating additional needs by working with the service desk and the engineering teams as well as based on client interactions
  • Enhance service desk reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to create value
  • Work with engineers and other team members to get quarterly TIPs for each client
  • Oversee the onboarding and offboarding of clients, manage the timelines and make sure that there is progress
  • Work with the team to schedule appointments as needed to implement on boarding tasks and get progress updates
  • Work with the engineering and service desk team to schedule dates for project implementation
  • Follow up with the client to get feedback upon project completion and ensure they are happy with the results
  • Create and update documentation
Technical Knowledge and Experience
  • Basic knowledge in desktop and network support and troubleshooting in a Microsoft environment is required
  • Must have experience in using basic software applications such as Microsoft OS (Win 7, Win 10), Microsoft Office (Word, Excel, Outlook, Etc…), Office 365 and Help Desk or Service Desk ticketing systems.

 

General Knowledge and Experience
  • This position requires very strong organizational and communication skills
  • Must have working knowledge and experience in a Service Desk or Help Desk environment
  • Must be able to oversee and coordinate the successful completion of multiple service issues and requests in a very hectic environment
  • Must have outstanding written and spoken English communication skills to successfully communicate status updates to clients
  • Must be a team player with a proactive, positive “can do” attitude and a strong work ethic
  • Ability to multi-task and work well under pressure and in a fast-paced environment
  • Ability to work in a team and communicate effectively
  • Excellent attention to detail with strong organizational skills
  • An energetic, enthusiastic, team player with the desire to grow both personally and professionally.
  • Professionalism is a must with the ability to foster and develop customer loyalty
Education Requirements
  • Bachelor’s degree or equivalent experience
  • Basic technical knowledge of Microsoft core technology
  • IT support experience and technical proficiency is a plus

FSi Strategies is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

FSi Strategies is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: FSi Strategies is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at FSi Strategies are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. FSi Strategies will not tolerate discrimination or harassment based on any of these characteristics.