Client Support Technician- Part-Time

Personified Tech

About The Position

The Client Support Technician (Contract) role is a contract-based position that provides supplemental, as-needed support to assist in running day-to-day technology operations for our clients, with a focus on helpdesk ticket response via email and Slack. This role is intended to extend team capacity during periods of increased client demand, coverage needs, or special projects and does not represent a full-time position. We expect this role to be up to 20 hours per week, during business hours, 9-6pm ET. The Client Support Technician is responsible for 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; and a variety of endpoint detection and response (EDR) and universal endpoint management (UEM) platforms. Additionally, the role includes onsite support for client-owned technology in Washington, DC and New York City. Candidates must be based in or able to reliably travel to DC or NYC for scheduled client projects, such as setting up or troubleshooting conference room equipment and other managed devices. Onsite work is project-based and scheduled as needed. The ideal candidate is technically fluent in the modern IT stack, has strong customer service skills, can 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 Director of Client Support for day-to-day coordination and escalation. 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.
Must be based in the Washington, DC or New York City metro area, or able to reliably travel to those locations
Ability to work flexibly on a contract basis, with hours varying based on business needs

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, leaving detailed notes for other staff to reference.
Communicating with users directly via Google Meet, Zoom, or Phone Call
Installing, configuring, and mentoring end users on client-approved software
Maintaining and coordinating IT training support for new client staff, as requested or scheduled
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 notes to identify chronic problem areas and measure program effectiveness
Providing coverage during peak support times, team PTO, or increased client demand
Willingness to work outside of normal business hours on an as-needed basis
Willingness to travel to Washington, DC or New York City for scheduled onsite support or projects
Assist with inventory management of client-owned technology, including organizing equipment, tracking inventory levels, and supporting related tasks as needed
Troubleshoot on-site video conferencing and network equipment (e.g., Zoom Rooms, conference cameras, microphones, switches, and wireless connectivity)
On-site network troubleshooting in collaboration with Engineering (Wi-Fi, switching, routing, ISP connectivity, and infrastructure performance).
Other duties as needed