Client Support Technician
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Job Description
Client Support Technician managing helpdesk technology operations for clients. Supporting various SaaS platforms and troubleshooting hardware and software issues.
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
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.
- 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.
- 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.
Benefits:
- Remote work environment
- Healthcare packages contributed to by Personified
- Generous paid time off benefit
- Optional 401K matched by Personified
- Cell phone stipend
- Annual Learning and Development stipend
- Commitment to DEI
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