IT Client System Specialist

Role Overview

The Client Systems Specialist is the primary technical relationship owner for assigned client accounts. This role combines hands-on technical execution with deep client familiarity. You know your clients’ environments, you are their trusted point of contact, and you are responsible for ensuring issues are resolved thoroughly and documented accurately. You receive escalations from the IT Support Technician tier, monitor the queue for SLA risk, and own the ticket through resolution or escalation to Engineering.

Your primary account is on-site in Oklahoma City. You spend most of your time embedded with that client, with secondary responsibility for other accounts as time permits.

Core Responsibilities

Serve as the primary on-site technical point of contact for the Oklahoma City client, and as the technical point of contact for other assigned accounts

Receive and resolve escalations from IT Support Technicians, with full ticket context provided via handoff summary

Handle direct-routed tickets requiring account familiarity, on-site presence, or elevated technical scope

Maintain a daily on-site presence at the primary client facility and conduct on-site visits to other clients when required

Maintain deep, current knowledge of assigned client environments, documented in IT Glue

Update documentation following any resolution that could inform future ticket handling at Tier 1

Execute client-facing project work including onboardings, hardware rollouts, and migrations

Escalate to Engineering when issues exceed defined scope, with full documentation

Communicate with clients primarily through the ticketing system, maintaining professionalism and clarity

Tools and Platforms

Autotask (PSA): ticket management, documentation, and escalation workflows

Ninja RMM: remote monitoring, endpoint management, and remediation

Microsoft 365 Administration: intermediate to advanced administration

IT Glue: client environment documentation ownership

What Great Looks Like

Assigned clients have current, accurate documentation in IT Glue at all times

Escalations to Engineering are rare and always arrive with full context

Clients feel confident that their environment is understood, their issues are addressed quickly, and their tech knows their business

Ticket resolutions consistently feed back into documentation so the same issue never has to escalate twice

What We Are Looking For

3 or more years of IT support experience, including Tier 2 escalation work

Strong working knowledge of Windows desktop and Windows Server

Intermediate to advanced Microsoft 365 administration

Hands-on experience with an RMM platform and a PSA or ticketing system

Solid networking fundamentals

Ability to work independently on-site and own problems start to finish

Clear, professional communication with non-technical users

Experience supporting a manufacturing or industrial environment is a plus

Familiarity with Autotask, Ninja RMM, and IT Glue is a plus

CompTIA A+ or Network+, or Microsoft certifications, are a plus

Requirements

Authorized to work in the United States

Valid driver’s license and reliable transportation

Able to work on-site at the Oklahoma City facility during business hours