Client Support Technician

Client Support Technician Responsibilities

• Solving end user issues quickly and efficiently, with a strong emphasis on providing a great service experience throughout the issue resolution process
• Creating and maintaining documentation of IT procedures and policies
• Installing, configuring, and mentoring end users on client-approved software
• Assisting in the organization and inventory of all hardware and software resources, leveraging automation via UEM tools where possible
• 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
• Responding to tickets, and maintaining ticket system and service notes to identify chronic problem areas and measure program effectiveness
• Willingness to work outside of normal business hours as required
• Willingness to travel as required
• Assist with inventory management of client-owned technology, including organizing equipment, tracking inventory levels, and supporting related tasks in the Personified warehouse 60% - 100% in person
• Willingness to travel to onsite visits for clients or projects, including the setup or troubleshooting of conference room and other supported hardware 60% - 100% in person
• Other duties as needed

Qualifications

Experience/Traits necessary to succeed in this role at Personified:

• 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.