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

Job Type: Full-time

Work Location: In person