IT Technician II - Client Services

BOK Financial•Addison, TX

7d•Hybrid

About The Position

The IT Technician II, Client Services is an intermediate-level position responsible for providing exceptional technical support to in-office, hybrid, and remote associates across multiple locations. This role delivers timely resolution of hardware, software, network, mobile device, telephony, and collaboration technology issues while executing IT-related IMAC (Installs, Moves, Adds, and Changes) activities. The technician serves as a key member of the Distributed Services team, partnering with internal technology teams, business partners, facilities personnel, and third-party vendors to ensure a positive end-user experience. This position is responsible for incident resolution, service request fulfillment, endpoint lifecycle management, onboarding and offboarding support, asset management, and maintaining operational excellence through effective use of ServiceNow and other enterprise management tools.

Requirements

Strong technical knowledge of Microsoft Windows operating systems, desktop and laptop hardware, mobile devices, peripherals, and endpoint troubleshooting.
Strong understanding of Microsoft 365 technologies including Outlook, Teams, OneDrive, SharePoint, and Office applications.
Experience utilizing ServiceNow or similar ITSM platforms for incident management, service requests, task management, knowledge articles, and asset tracking.
Working knowledge of Active Directory, Entra ID (Azure Active Directory), user account administration, and access management.
Experience supporting endpoint management solutions such as Microsoft Intune, Microsoft Endpoint Configuration Manager (MECM/SCCM), and Windows Autopilot.
Intermediate working knowledge of networking concepts including TCP/IP, DNS, DHCP, VPN, wireless networking, and telecommunications technologies.
Knowledge of IT Asset Management (ITAM), hardware lifecycle management, and inventory management practices.
Strong troubleshooting, analytical, and problem-solving skills with the ability to diagnose and resolve moderately complex technical issues.
Ability to prioritize and manage multiple tasks while working in a fast-paced, service-oriented environment.
Demonstrated commitment to delivering an exceptional customer experience and maintaining a high level of professionalism.
Strong verbal, written, and interpersonal communication skills with the ability to explain technical concepts to non-technical audiences.
Ability to establish and maintain positive working relationships with business partners, vendors, and technology teams.
Self-motivated with the ability to work independently while contributing effectively within a team environment.
Demonstrated patience, empathy, professionalism, and courtesy when supporting associates at all organizational levels.
Strong organizational and time-management skills with excellent attention to detail.
Ability to adapt quickly to changing technologies, priorities, and business requirements.

Responsibilities

Configure, troubleshoot, install, repair, and resolve issues involving laptops, desktops, peripherals, mobile devices, printers, conference room technology, telephony, audiovisual equipment, security devices, UPS systems, and other endpoint technologies.
Provide technical support for Microsoft Windows operating systems, Microsoft 365 applications, mobile platforms, and approved business applications.
Manage incidents, service requests, tasks, and IMAC activities through the ServiceNow ITSM platform while meeting established service level agreements (SLAs) and customer service expectations.
Support employee onboarding, offboarding, workstation deployments, technology refresh initiatives, hardware replacements, and software deployments.
Maintain and manage IT hardware assets in accordance with established IT Asset Management (ITAM) policies and procedures.
Support executive, branch, and remote workforce technology needs while providing an exceptional customer experience.
Troubleshoot network connectivity, VPN, wireless, and telephony issues while coordinating with Network, Telecom, Security, and Engineering teams when escalation is required.
Coordinate with third-party technical support vendors and service providers to facilitate issue resolution and maintenance activities.
Participate in technology rollouts, upgrades, office relocations, infrastructure projects, branch openings, and other enterprise initiatives.
Accurately document troubleshooting activities, issue resolution, asset updates, and technical procedures within ServiceNow and other enterprise systems.
Maintain support-related procedural, technical, and administrative documentation.
Identify recurring issues and recommend process improvements that enhance operational effectiveness and customer satisfaction.
Provide advanced support and guidance for complex end-user issues and act as a technical resource for junior team members when appropriate.
Collaborate across multiple technology teams and business units to ensure successful delivery of technology services.