Client Engineer II

INPO External•Atlanta, GA

About The Position

The Client Engineer II provides proactive technical support to INPO employees and other IT department personnel, including first-level Service Desk support and system administration. The role supports certain datacenter and cloud operation platforms, analyzes technology needs, and provides hardware and software recommendations to leadership. The position may also involve technical special projects assigned by department management, installing and configuring computer systems, diagnosing hardware and software issues, and providing operating support. The Client Engineer identifies issues and develops solutions for customers, and serves as a resource for information gathering and decision-making. The role resolves customer support issues, including advanced escalations, and supports ServiceNow administration, identity management, customer-impacting system changes, and technology projects. It works with the Service Desk, AV/Telecom, and Data Center and Cloud Operations teams, and collaborates with internal and external customers to address technical needs and improve service.

Requirements

High school diploma or GED.
At least three years of professional work experience.
At least one year of Service Desk experience with Microsoft client operating systems and the Office product suite.
Strong knowledge of the relevant specialty area and ability to independently apply concepts and principles to solve problems and contribute to projects.
Ability to communicate complex information clearly and persuasively to stakeholders.
Ability to lead and collaborate with diverse teams, achieve shared goals, and mentor team members.
Advanced planning, organizational, and time-management skills, including leading projects and guiding team members.
Ability to research, gather information, and stay current with industry trends and best practices.
Ability to analyze data, trends, and complex problems within the relevant specialty area.
Ability to learn from feedback, coaching, and new experiences and apply learning to improve performance.
Ability to help teams brainstorm and share ideas, communicate effectively, facilitate discussions, and contribute to cross-functional projects.
Ability to maintain the confidentiality of highly sensitive or private information.
Ability to work for prolonged periods sitting at a desk and using a computer.
Ability to sit, stand, walk, stoop, kneel, crouch, climb, and crawl.
Ability to lift 25 pounds.
Must have a U.S. state- or territory-issued REAL ID-compliant driver’s license or identification card.
Must successfully complete a pre-employment background check and drug and alcohol test.
May be required to obtain unescorted access status.
The position has direct or indirect access to certain export-controlled technology; if an export license is required, employment is contingent upon receipt of the license or authorization.

Nice To Haves

Bachelor’s degree with major coursework in computer science, information systems, or a closely related field.
ServiceNow Administrator Certification.
Medium-level PC Certification.
ITIL Certification.
Three or more years of Service Desk experience.
Four or more years of experience with client technology transitions.
Three or more years of Office 365 experience.
Three or more years of Microsoft AD/Entra experience.

Responsibilities

Resolve customer technical support issues and serve as an escalation point for difficult, advanced support issues.
Act as system administrator for ServiceNow.
Manage identity operations, including Active Directory user creation and maintenance.
Assist team members with tickets and troubleshooting.
Manage hardware and software in accordance with INPO standards.
Provide key support for major system changes that affect customers.
Analyze customer support needs and identify trends to prevent recurring issues.
Build strong customer relationships, interact productively with customers, and understand their goals.
Provide technical support for projects involving upgrades to equipment or procedures.
Work with internal and external customers to resolve second-level problems.
Provide input to hardware and software budget and planning processes.
Support the Service Desk, AV/Telecom, and Data Center and Cloud Operations teams.
Perform other duties as assigned.