Teams at Harbor IT

Provides first-line technical support for multiple clients by troubleshooting Windows, Microsoft 365, hardware, networking, printers, VoIP, account access, and connectivity issues. Handles tickets, password resets, user setup, documentation, routine maintenance, antivirus checks, and escalations. The role requires customer-focused communication, ongoing training, and approximately four to six weeks of in-person training in Graham, North Carolina.

Manage service delivery for a life sciences-focused MSP pod, overseeing support staff, service quality, SLAs, ticketing, billing accuracy, utilization, capacity planning, escalations, client reviews, onboarding, documentation, and continuous improvement. Ensure delivery aligns with HIPAA, HITECH, GxP, and FDA 21 CFR Part 11 requirements. Coach technical staff, coordinate incident communications, improve PSA workflows, and partner with client executives and customer success managers.

Support sales by leading technical discovery, designing solutions across managed IT, cybersecurity, cloud, AI, and professional services, producing SOWs/BOMs, delivering presentations/demos, responding to RFPs, and ensuring clean handoffs to delivery teams.