Client Support Technician

Who We Are

We're Personified: a managed IT + cybersecurity services provider for campaigns, non-profits, and mission-aligned organizations. Our mission is to lead technology and security programs for our clients, enabling them to focus on their mission-critical work.

We act as an extension of our client teams — we handle all the responsibilities a traditional internal IT team would. We're in our clients' Slacks, we're on a first-name basis with them (and their pets), we're new hires' first point of contact, and we're the first stop for tech and cybersecurity issues. We aim to build trust, and we leverage this to keep the bad actors out.

We are looking for top talent as we continue to scale our team.

About the Role

The Client Support Technician full-time role assists in running day-to-day technology operations for our clients, with a focus on helpdesk ticket response via email and Slack. 

The Client Support Technician is responsible for the configuration, implementation, and 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; a variety of endpoint detection and response (EDR) and universal endpoint management (UEM) platforms.

Additionally, the role involves supporting client-owned technology on site in client office locations in the  DC, Maryland, Virginia (DMV) region . This position does require onsite visits for client projects, such as setting up or troubleshooting conference room equipment and other managed devices  up to 5 days a week . 

The ideal candidate is technically fluent in the modern IT stack, has impeccable customer service skills, has the ability to 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 Client Support Manager, Field & Warehouse. Our team works across various communication platforms, including Slack, a ticketing system, and video calls, to coordinate and stay in touch throughout the day. 

Client Support Technician Responsibilities

• Solving end user issues quickly and efficiently, with a strong emphasis on providing a great service experience throughout the issue resolution process - leveraging video conferencing and phone support as needed
• Responding to tickets, and maintaining ticket system and service notes to identify chronic problem areas and measure program effectiveness
• Performing deep-dive troubleshooting across Windows/Mac OS, network, and SaaS platforms.
• Assisting with tool migrations and rollouts
• Investigating phishing reports, suspicious logins, and endpoint alerts
• Supporting SSO, MFA, conditional access, and identity governance controls
• Creating and maintaining documentation of IT procedures and policies
• Installing, configuring, and mentoring end users on client-approved software
• Maintaining and coordinating regular IT training sessions with new client staff
• 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
• Willingness to work outside of normal business hours as required
• Willingness to travel as required
• Other duties as needed

Qualifications

Experience/Traits  necessary to succeed in this role at Personified:

• 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. 
• 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.
• 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.
• Willingness to travel as required.

Benefits

• Healthcare packages contributed to by Personified
• Generous paid time off benefit 
• Optional 401K matched by Personified
• Cell phone stipend
• Annual Learning and Development stipend

Commitment to DEI

Personified's mission is to help advance the progressive movement. Diversity, equity, and inclusion are at the core of that mission. We value varied perspectives in working to build a more inclusive world and workplace. We believe in the power of diversity, and as we grow as a company, we are committed to creating an environment that promotes an inclusive culture and invites people of all backgrounds to join us.

Our commitment to these values is unwavering, and we strive to create and maintain a working environment that is inclusive, equitable, and welcoming.