Senior Client Support Services Specialist

CHA Consulting, Inc. • Miami, FL

1d • $30 - $37

About The Position

CHA Consulting, Inc. is seeking a Senior Client Support Services Specialist to join our IT Client Support Services Team. This role goes beyond traditional help desk support, providing regional ownership, process leadership, and continuous improvement across IT support operations. This position is ideal for an experienced IT support professional that wants to balance two equally important responsibilities: staying sharp as an individual contributor, fostering the performance growth of those in the team and being introduced to other leadership skills.

Requirements

• Associates’ degree in Information Technology, Computer Science, or a related field required; Bachelor’s degree highly preferred
• A minimum of 7 years of progressive experience in IT support, service desk, or client services roles
• Strong experience supporting Microsoft Windows, Microsoft 365, and enterprise desktop environments
• Proven ability to independently manage responsibilities and serve as a trusted technical resource
• Excellent communication skills with the ability to explain technical concepts to non-technical users
• Valid driver’s license with the ability to travel to multiple offices for multiple days

Nice To Haves

• Experience supporting engineering or AEC software (e.g., AutoCAD, MicroStation) preferred
• Experience with IT process improvement, automation, or service optimization initiatives preferred
• Familiarity with ITSM platforms, endpoint management tools, or identity and access management preferred
• Exposure to AI enabled tools or software automation platforms preferred
• Microsoft or other relevant technical certifications highly preferred

Responsibilities

• Act as a senior technician who owns a region, handles the hard escalations and stays in the queue doing real support work — just at a higher level of ownership and accountability than a standard technician
• Lead resolution of complex hardware, software, network, and application issues across Windows environments, Microsoft 365, and enterprise applications
• Support and administer core business software platforms, collaborating with application owners as needed
• Oversee and perform advanced device provisioning, configuration, and lifecycle management
• Support office expansions, technology refreshes, and special initiatives with minimal disruption to business operations
• Act as a senior escalation point for complex technical issues, mentoring and guiding Client Support Services team members
• Own IT supports quality and end-user satisfaction for assigned offices
• Partner with IT leadership to identify risks, capacity constraints, and improvement opportunities within client support operations
• Analyze support workflows to identify inefficiencies and opportunities for standardization, automation, and self‑service
• Review current processes and recommend improvements that improve response times, reduce recurring issues, and enhance the end‑user experience
• Leverage automation tools, scripts, and AI‑enabled solutions to optimize ticket routing, resolution, documentation, and reporting
• Maintain documentation, SOPs, and knowledge articles to enable scale and consistency
• Keep documentation current for communal client support use AI, Automation & Software Administration
• Assist with administration and support of IT service management (ITSM) tools, endpoint management platforms, and collaboration tools
• Support AI‑powered solutions such as Copilot, intelligent knowledge bases, automated workflows, or virtual agents where applicable
• Participate in pilots and rollouts of automation or AI initiatives aligned with IT strategy

Benefits

• Be a trusted technology partner, supporting teams and solving problems that make a real impact every day
• Work with a collaborative IT team that values reliability, responsiveness, and continuous learning
• Grow your technical skillset through exposure to a wide range of systems, software, and infrastructure projects

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree