Client Support Technician

Personified Tech

9d•Onsite

About The Position

The Client Support Technician full-time role assists in running day-to-day technology operations for our clients, with a focus on helpdesk ticket response via email and Slack. The Client Support Technician is responsible for the configuration, implementation, and maintenance of various technologies managed by Personified on behalf of our clients. This role focuses on the administration and support of: client Saas platforms such as Google Workspace, Microsoft 365, Slack, Zoom, Dropbox, Adobe Creative Cloud, 1Password, LastPass, etc.; macOS, Windows, ChromeOS, iOS, and Android operating systems and associated hardware; a variety of endpoint detection and response (EDR) and universal endpoint management (UEM) platforms. Additionally, the role involves supporting client-owned technology on site in client office locations in the DC, Maryland, Virginia (DMV) region. This position does require onsite visits for client projects, such as setting up or troubleshooting conference room equipment and other managed devices 3 to 5 days a week. The ideal candidate is technically fluent in the modern IT stack, has impeccable customer service skills, has the ability to break down complex technical concepts into understandable language, is highly responsive, and is able to maintain a calm demeanor in stressful situations. This position reports to the Client Support Manager, Field & Warehouse. Our team works across various communication platforms, including Slack, a ticketing system, and video calls, to coordinate and stay in touch throughout the day.

Requirements

At least 2 years of Mac & Windows help desk experience, or 3+ years of experience in customer facing, sys-admin, or similar roles
We are seeking an individual with IT knowledge who is trustworthy, responsive, and eager to learn.
The candidate must be comfortable interacting with end users as their primary responsibility and have a track record of proven customer service success.
Experience in a customer-facing role, and a track record of providing great customer/client experiences.
It’s important that the individual who fills this role is a self-starter, knows how to do the research, and can pick up new systems and technical concepts quickly.
Ability to establish and maintain key relationships with the internal team, and diverse stakeholders and partners.
Willingness to work outside of normal business hours as required.
Willingness to travel as required.

Nice To Haves

Previous experience supporting Google Workspace and macOS in a fast-paced environment, Microsoft 365 and PC support, and experience at an organization that used Slack as its primary communication tool are a plus.

Responsibilities

Solving end user issues quickly and efficiently, with a strong emphasis on providing a great service experience throughout the issue resolution process - leveraging video conferencing and phone support as needed
Responding to tickets, and maintaining ticket system and service notes to identify chronic problem areas and measure program effectiveness
Performing deep-dive troubleshooting across Windows/Mac OS, network, and SaaS platforms.
Assisting with tool migrations and rollouts
Investigating phishing reports, suspicious logins, and endpoint alerts
Supporting SSO, MFA, conditional access, and identity governance controls
Creating and maintaining documentation of IT procedures and policies
Installing, configuring, and mentoring end users on client-approved software
Maintaining and coordinating regular IT training sessions with new client staff
Assisting in improving existing IT automation tools and workflows
Removing Adware, Spyware, and Viruses as detected on client hardware
Coordinating with client HR / Ops staff to set up accounts and workstations for new personnel
Willingness to work outside of normal business hours as required
Willingness to travel as required
Other duties as needed