Client Support Technician - Part Time at Personified in Remote

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 (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.

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.

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, 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
• 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)
• 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.
• Ability to work flexibly on a contract basis, with hours varying based on business needs

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.