• Location: La Verne, CA (hybrid) - Onsite with client visits
• Reports To: Technology Alignment Team Lead
• Department: Technology Alignment
• Type: Full-time • Onsite • 8am-5pm PST

Why This Role Exists

Every reactive ticket is a symptom of technology that drifted out of alignment. Most MSPs wait for the outage; we prevent it. This role exists to keep every client's technology aligned, benchmarked, and documented - closing gaps before they become downtime and turning findings into a smarter, more proactive service model.

You are accountable for: every assigned client benchmarked and scored on schedule, and each scheduled service day runs at least 90% proactive - with findings documented and reviewed with the client.

What You'll Own

• Benchmarking & scorecards. Review each assigned client's LAN/WAN and configurations against MSP and industry standards, on schedule, using the benchmarking platform.

• The Scheduled Service Day. Run BDOS and EDOS client meetings, complete Unique Client Checklists, and deliver and review the TAE Service Day Deliverable - holding 90% proactive / 10% reactive or better.

• Fewer reactive tickets. Close the misalignments that drive reactive work, pushing Tickets per Endpoint per Month and average resolution time down.

• Documentation & SOPs. Build and maintain the client technical documentation library and client-specific SOPs - app installs, new-user setups, endpoint config.

• Sharper standards. Contribute benchmarks to the Standards Committee and keep the standards library evolving.

• Revenue from findings. Surface project opportunities from what you find and feed the vCIO preflight and Technology Business Review (TBR) process.

What Success Looks Like

• Every assigned client is benchmarked and scored on schedule - 100%.

• Scheduled service days run 90% proactive or better.

• Tickets per endpoint and resolution times trend down quarter over quarter.

• Documentation and SOPs stay current - nothing lives only in your head.

Who Thrives Here

• A proactive builder who would rather prevent the fire than fight it.

• Methodical and documentation-loving - finishes the scorecard and writes the SOP.

• Client-facing and credible: can walk an office, run a client meeting, and explain risk in plain business terms.

• Disciplined with time; protects the proactive agenda when reactive work piles up.

• A team player who does clean warm handoffs with the vCIO, Service Desk, and Projects.

This role is probably NOT for you if...
• You live for hero-mode reactive firefighting and the buzz of clearing a huge ticket queue.
• You avoid documentation or treat SOPs and checklists as someone else's job.
• You won't educate clients or hold the proactive line when reactive work piles up.
• You resist standardized process and a set benchmarking schedule.
• You'd rather work solo than hand off cleanly.

Requirements

Must have

• 5+ years of hands-on infrastructure experience (LAN/WAN, servers, endpoints, RMM and security tooling) in an MSP or equivalent environment.

• The ability to benchmark systems against standards and translate findings into client-facing risk and business value.

• Strong documentation skills - SOPs, checklists, and a technical library kept current.

• Professional client communication; for the onsite track, comfort leading client meetings and reliable transportation for visits.

• A non-negotiable gate: you can show hands-on proactive benchmarking / technology-alignment work you personally performed - real infrastructure reviewed against standards, findings turned into documented risk, and a client-facing recommendation.

• Based in or able to commute to La Verne, CA for 8am-5pm PST-aligned hours

Nice to have

• Bachelor's degree or equivalent; CompTIA Network+ or Security+ (CISSP / Six Sigma for a Senior TAE track).

• Experience with a technology lifecycle / benchmarking platform (myITprocess, vCIO Toolbox, or Lifecycle Insights).

• Compliance and auditing familiarity, and business acumen for framing findings as risk and ROI.

Tools you'll use

• The ConnectWise platform (PSA, RMM, CPQ, and more); a technology lifecycle / benchmarking platform; IT Glue and SharePoint; Microsoft Azure, Microsoft 365, Microsoft 365 Copilot and Copilot Studio.

How You'll Use AI

Modern IT is an AI-first company, and this is an AI-first role. You'll use Microsoft 365 Copilot extensively to work faster and more consistently - drafting SOPs and documentation, summarizing benchmarking findings into client-ready language, and prepping the Service Day Deliverable - and you'll build agents and automations in Copilot Studio to take repetitive work out of the benchmarking and documentation cycle. You validate every output for accuracy before it reaches a client.

Living Our Values

• Driven by Purpose - proactive alignment is how we keep clients stable, secure, and downtime-free.

• Outcomes over Effort - success is a down-trending reactive curve, not tickets closed.

• Growing, Not Knowing - you stay curious, keep learning new tech, and sharpen the standards.

• Human Centric - you protect the client relationship with honest education and reliable follow-through.

Benefits

Estimated Market Salary Range: $80,000-$100,000 annually, with flexibility based on experience and overall qualifications. Final compensation will align with skills, market data, and internal guidelines.

Modern IT offers a comprehensive benefits package designed to support employee wellbeing, financial security, and work-life balance. Full-time employees are eligible for the following benefits:

Health & Insurance Benefits

• Medical insurance (HMO, PPO, Nationwide, and High-Deductible Plan options)

• Coverage effective Day 1

• Modern IT contributes toward employee and dependent premiums

• Basic Life and AD&D insurance

• Optional supplemental Life and AD&D insurance (employee, spouse/domestic partner, children)

• Long-Term Disability insurance (employer-sponsored; effective after 3 months)

• 60% of earnings up to $10,000/month

• Optional Dental and Vision insurance (effective Day 1 if elected)

Health & Wellness Programs

• Medical Flexible Spending Account (FSA)

• Health Savings Account (HSA) for HDHP participants

• Health Advocacy Program (24/7 support for claims, billing, scheduling, coordination)

• Employee Assistance Program (confidential counseling and resources)

Additional Voluntary Benefits

• Critical Illness, Accident, and Disability coverage

• Perks at Work (discounts on travel, electronics, home goods, etc.)

• Adoption Assistance Program (up to $1,500 reimbursement)

• Commuter Benefits Program (pre-tax transit/parking)

Time Off & Holidays

• 80 hours of PTO per anniversary year (for new full-time employees)

• 6 paid sick days per anniversary year

• 7 paid company holidays

• Up to 2 floating holidays per calendar year

Retirement

• 401(k) plan with employer match

• Eligibility begins the first day of the month following 3 months of employment

Ready to Prevent Problems Instead of Chasing Them?

If you take ownership, would rather prevent the outage than firefight it, and focus on outcomes over effort - this role is for you. If you love finding the gap before it becomes a ticket, let's talk.