it helpdesk analyst

Frauenshuh Hospitality

<div><div><p><b>NOTE: THIS IS A FULL-TIME POSITION AND WILL BE FULLY ON-SITE AT OUR OFFICE IN FRANKLIN, TN.</b></p>
<p><b>
Position Summary:</b> The IT Helpdesk Analyst I provide support to the business in a dual role. One role, approximately 90% of the time, is to provide on-demand IT technical assistance for multiple systems and hardware while being customer-oriented to ensure customer success. The other role is to support the business by taking calls on behalf of the Restaurant Advocacy team to support the business from employees who encounter issues at the store level and provide support to escalate or resolve those issues quickly. This position is required to be 100% in office. This position additionally requires on-call on a rotating, regular basis.</p>
</div>
<div><p>Communication and teamwork will be at the center of the role. The Restaurant Advocate and IT Helpdesk teams deal with anxious people who may have critical issues that need to be resolved immediately. The incumbent will have to answer and coordinate email and phone calls in our ticketing system, be an active listener and be able to respond and serve people&rsquo;s needs. The key to success in this position is to be polite, have empathy, and focus on the information that will help resolve the team&rsquo;s problems.</p>
</div>
<div><p>The IT Helpdesk Analyst I is to be the voice of reason and trust as you walk internal customers through troubleshooting to quickly resolve their technical challenges. Provide superior customer service, even during times when the solution timing does not align with the desired timing from the customer. As a Restaurant Advocate Representative, escalation of issues to Subject Matter Experts (SMEs) is crucial to ensure business continuity.</p>
<p><b>
Essential Functions:</b><br>
IT Helpdesk Representative (90%):
</p><ul><li>Provides Level 1 basic IT assistance in resolving IT issues and documents the issue in the service desk ticket.
</li><li>Effectively identifies service desk issues and resolves or escalates problems appropriately.
</li><li>Ensures high level of end user satisfaction via superior customer service and verification of issue resolution.
</li><li>Documents incidents and incident resolution in service desk software tickets accurately and thoroughly.
</li><li>Supports the Service desk tools, processes, and vendor relationships as appropriate.
</li><li>Prioritizes work efforts and communicates with business units and end-users.
</li><li>Understands and can troubleshoot hardware and software issues real time to resolve issues related to end user IT equipment and resources.
</li><li>Configures, repairs, &amp; maintains hardware for stores or office users and ships the equipment as necessary.
</li><li>Provides shipping and tracking assistance for all IT equipment.
</li><li>Utilizes basic hand tools to fix hardware or equipment.
</li><li>Helps the team keep workstations and office area clean and organized.
</li><li>Assists with various projects, including with outside departmental members.
</li><li>Participates in the on-call, afterhours schedule to aid stores and office users outside normal business hours.
</li><li>Participates in inventory tracking, counting, and organization.
</li><li>Remotely assists IT Field Services Technicians completing on-site troubleshooting.</li>
</ul><div><div>Restaurant Advocate Representative (10%):</div>
</div><ul><li>Evaluate what are critical issues needed to keep store running.
</li><li>Answer main phone line for Restaurant Advocate to create critical/urgent tickets.
</li><li>Provide timelines for resolution, communicating to all parties involved throughout lifecycle.
</li><li>Coordinated outside Vendor services performed, follow up.
</li><li>Coordinate areas of expertise with appropriate Subject Matter Experts to resolve issues. These departments include, but are not limited to:
</li><li>Store Operations &ndash; store supply, general maintenance/upkeep (trash, landscaping, snow removal, hood service, Uniform Orders, cake supplies, Food Vendor issues, Management of TUAU submissions and response, DQ cakes.com
</li><li>Financial Data and Reporting - SPLH sales forecasting, Par Levels, Power BI scorecard reporting, Deposit issues, Bank concerns, Ceridian clock-in issues, Data Central inventory issues (critical counts, EOM inventory)
</li><li>Marketing - POP, signage (building, reader boards, highway signs, coupons, PLU #&rsquo;s, Fundraising
</li><li>Human Resources- payroll questions, Ceridian questions, Benefits inquiries, Employee injuries and work comp claims, employee relations</li>
</ul><div><div><b>Qualifications:</b></div>
</div><ul><li>Proven experience as a help desk technician or other customer support role.</li>
<li>A minimum of 3 years working in a help desk environment.</li>
<li>Tech savvy with working knowledge of office automation production, databases, and remote control.
</li><li>Good understanding of computer systems, mobile devices, and other tech products.
</li><li>Ability to diagnose and resolve basic technical issues.
</li><li>AA/AS in IT or Computer Science or relevant field experience.
</li><li>CompTIA A+, Net+, Security+, and other similar certifications are a plus, but not required.
</li><li>Must have excellent customer service, communication, and employee relations skills and be detail oriented with the capability to oversee all aspects of the business and multiple areas simultaneously in a fast-paced environment.</li>
</ul>
<p><b>Competencies:</b></p>
<ul>
<li>Customer Service</li>
<li>Communication Skills
</li><li>Ability to learn quickly
</li><li>Troubleshooting/problem-solving skills
</li><li>Ability to work well under pressure
</li><li>Adaptability
</li><li>Teamwork skills</li>
</ul>
</div><p></p><p><i>Frauenshuh Hospitality provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We encourage applicants of all ages and experience, as we do not discriminate on the basis of an applicant's age.</i> <i>This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.</i></p>
<p><i>
Please be advised that operation positions may involve exposure to various work hazards, including but not limited to extreme temperatures (both high heat and cold environments depending on seasonal and job assignment) and allergens (such as peanuts, dairy, soy, and other food-related allergens). Candidates should consider these factors when applying and be prepared to take necessary precautions to ensure their safety and comfort. We are committed to providing a safe work environment and will supply appropriate protective gear and training to manage these conditions. Reasonable accommodations will be provided for qualified individuals with disabilities to perform the essential functions of the job.</i></p>
<p><i>
 </i><i>E-Verify Notice - In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire</i></p></div><p></p>

IT Help Desk Analyst

Washington Regional Medical Center

<div><p><b>Organization Overview, Mission, Vision, and Values</b></p><p>
Our mission is to improve the health of people in the communities we serve through compassionate, high-quality care, prevention, and wellness education. Washington Regional Medical System is a community-owned, locally governed, non-profit health care system located in Northwest Arkansas in the heart of Fayetteville, which is consistently ranked among the Best Places to live in the country. Our 425-bed medical center has been named the #1 hospital in Arkansas for five consecutive years by U.S. News &amp; World Report. We employ 3,400+ team members and serve the region with over 40 clinic locations, the region&rsquo;s only Level II trauma center, and five Centers of Excellence - the Washington Regional J.B. Hunt Transport Services Neuroscience Institute; Washington Regional Walker Heart Institute; Washington Regional Women and Infants Center; Washington Regional Total Joint Center; and Washington Regional Pat Walker Center for Seniors.
</p><p></p><p><b>Position Summary</b></p><p>
The role of the PC Tech reports to the PC Tech Supervisor. This position is responsible for maintaining multiple hardware components and applications. This position will assist with triage, support, and resolution of issues reported to the helpdesk.
</p><p></p><p><b>Essential </b><b>Position Responsibilities
</b></p><ul><li>Partner with senior techs and admins to learn and support multiple systems at a helpdesk level</li><li>
Create, update, and ensure timely completion of helpdesk tickets</li><li>
Partner with internal and external clients to resolve issues</li><li>
Support multiple devices including computers, laptops, printers, and scanners</li><li>
Assist with device imaging and replacement</li></ul><p><b>
Qualifications</b></p><ul><li><b>
Education:</b> High school diploma or GED, required.
</li><li><b>Licensure and Certifications: </b>CompTia A+ and Network+, preferred.
</li><li><b>Experience: </b>Previous experience in an information technology role, preferred.
</li></ul><p></p><p><b>Work Environment</b>: This position will spend 80% of time sitting while performing work in a standard office environment. This position will spend 20% of time standing and/or walking while pushing, pulling, lifting, and/or carrying up to 50 pounds.</p></div>

PC Tech (Full-Time, Monday-Friday)

JM HUBER CORPORATION

<div><p>Huber Engineered Woods (HEW), a division of J.M. Huber Corporation, combines its advanced adhesives and wood product technologies with state-of-the-art manufacturing capabilities to produce premium structural wood panel products. Innovative construction products like AdvanTech&reg; subflooring and ZIP System&reg; sheathing have changed the way homes and buildings go together. HEW brings together professionals with experience in research and development, product engineering and manufacturing to create products that solve specific problems.
</p><p>Our Corporate Office is located in Charlotte, North Carolina. HEW manufacturing facilities are located in Georgia, Virginia, Oklahoma, Tennessee and Maine. <b>To learn more, please visit our website at </b><b>www.huberwood.com</b><b>.</b></p><div><div><div><h2 class="jobSectionHeader"><b>
Position Summary</b></h2></div><div><p>
This role supports the Help Desk Lead in overseeing the HEW Helpdesk and is responsible for documenting Helpdesk and ITIL processes. It ensures effective information service delivery that meets the needs of both general business operations and Manufacturing Operations by optimizing systems, processes, and support activities. The position also administers projects that improve business processes and enable enhanced technology solutions. Success requires developing a deep understanding of a wide range of business processes and applications spanning manufacturing, finance, sales and marketing, supply chain, human resources, and reporting/analytics systems. Overall, this role blends strong business insight with technical expertise to help advance the Company&rsquo;s transformation initiatives.</p></div></div><div><div><h2 class="jobSectionHeader"><b>
Principal Duties &amp; Responsibilities</b></h2></div><div><p><b>
Principal Duties &amp; Responsibilities</b></p><ul><li><p>
Efficiently manage and resolve Help Desk tickets in a timely manner.</p></li><li><p>
Provide responsive support to customers via phone, email, and in-person interactions.</p></li><li><p>
Maintain, update, and troubleshoot PC software and operating systems.</p></li><li><p>
Install and configure desktops, laptops, printers, mobile, and telephone/video equipment in accordance with company standards.</p></li><li><p>
Assist end users with iOS device compliance and related technical needs.</p></li><li><p>
Support the development, implementation, and adherence to Help Desk processes, procedures, and service standards.</p></li><li><p>
Ensure compliance with company-wide leasing procedures, including system imaging, deployment, and decommissioning activities.</p></li><li><p>
Create and maintain documentation for procedures and processes associated with assigned responsibilities.</p></li><li><p>
Maintain accurate inventory records of IT hardware and software assets.</p></li><li><p>
Perform additional duties and responsibilities as assigned by IT Management.</p></li><li><p>
Build productive working relationships with HEW&rsquo;s business and manufacturing teams.</p></li><li><p>
Monitor and support systems, processes, and applications to ensure stability, integrity and reliability.</p></li></ul><p><i>
These responsibilities reflect a combination of technical support, process compliance, documentation, excellence, asset management, and effective cross-functional collaboration.</i></p></div></div></div><p></p><p><br>
Huber Engineered Woods is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, sexual orientation, gender identity, age, protected veteran status, non-disqualifying physical or mental disability, national origin, genetic information, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.</p></div>

IT Help Desk Technical Specialist

Halian | Managed Services, Recruitment Agency & Contract Staffing

<div>
 A leading organization focused on driving digital innovation and operational excellence across critical sectors. The company is currently seeking an
 <strong>
  Analyst &ndash; IT Support
 </strong>
 to provide first-level technical assistance and ensure smooth operation of its IT systems.
 <br/>
 <br/>
 <strong>
  Responsibilities:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Provide first-level technical support for user devices, software applications, and basic system issues.
  </li>
  <li>
   Troubleshoot and resolve common hardware, software, and operating system incidents.
  </li>
  <li>
   Support new user onboarding, including device setup, configuration, and access provisioning.
  </li>
  <li>
   Assist with basic network troubleshooting, including connectivity and access issues.
  </li>
  <li>
   Maintain IT asset inventories, documentation, and routine system checks.
  </li>
  <li>
   Escalate complex issues, outages, or security concerns to senior IT teams.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications and Skills:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field.
  </li>
  <li>
   Foundational knowledge of operating systems, business software, and basic networking concepts.
  </li>
  <li>
   Experience using IT ticketing systems and following structured support procedures.
  </li>
  <li>
   Strong troubleshooting mindset with attention to detail and documentation accuracy.
  </li>
  <li>
   Effective communication skills, especially when assisting non-technical users.
  </li>
  <li>
   Ability to prioritize tasks, follow established processes, and adapt to new tools and technologies.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Halian Group:
  <br/>
  <br/>
 </strong>
 With over 28 years of experience, we have come to understand that innovation is the only way to provide agile, practical solutions that transform businesses and careers.
 <br/>
 <br/>
 Our resourcing and smart services help you to realize tomorrow&rsquo;s potential. Discover the amazing things possible when you bring the right people and the right technologies together.
 <br/>
 <br/>
 At Halian, we recognize that diversity, equity, and inclusion (DEI) are essential to building high-performing teams for our clients. We are committed to connecting organizations with top talent from all backgrounds, ensuring that every individual feels valued, respected, and empowered to contribute their unique perspectives. We encourage applications from all qualified candidates, regardless of race, gender, disability, or any other characteristic that makes them unique. By fostering diverse and inclusive workplaces, we help our clients drive innovation, enhance collaboration, and better reflect the communities they serve.
 <br/>
 <br/>
 Analyst &ndash; IT Support in Abu Dhabi, United Arab Emirates
 <br/>
 <br/>
</div>


Analyst – IT Support (m/f/d)

Ardham Technologies

<div><p><b>Job Description</b></p>
<p>
The Level 3 Help Desk Technician is a role that requires advanced technical expertise and a strong commitment to providing top-tier support to our clients. This role involves resolving complex technical issues, mentoring Level 1 and 2 Helpdesk Technicians, and contributing to the continuous improvement of our support processes. Expertise and knowledge will be crucial in diagnosing problems, troubleshooting system issues, and finding effective solutions to ensure the smooth operation of systems and applications.</p><br>
<p></p>
<p><b>
Responsibilities</b></p>
<ul>
<li>Provide advanced troubleshooting and resolution for complex hardware, software, and network issues.</li>
<li>Serve as an escalation point for Level 1 and Level 2 technicians, offering guidance and support.</li>
<li>Perform root cause analysis to identify, address and document recurring technical problems.</li>
<li>Configure, maintain, and troubleshoot servers, network devices, and other critical infrastructure.</li>
<li>Assist the Professional Services Team with the deployment and management of IT projects, including system upgrades and migrations.</li>
<li>Document and maintain detailed records of support tickets, resolutions, and best practices.</li>
<li>Collaborate with other IT teams to ensure seamless integration and operation of systems.</li>
<li>Stay up to date with industry trends, technologies, and best practices related to system support and administration.</li>
<li>Identify opportunities for process improvements and contribute to the development of new support strategies and initiatives.</li>
<li>Create and update technical documentation, including knowledge base articles, user guides, and troubleshooting procedures. Ensure that documentation is accurate, up-to-date, and easily accessible to support staff and end-users.</li>
<li>Participate in on-call rotation to provide after-hours support as needed.</li></ul><br>
<p></p>
<p><b>
Requirements</b></p>
<ul>
<li>Minimum of 5 years of experience in a help desk or technical support role, with at least 2 years at a Level 2 or higher position.</li>
<li>Strong knowledge of Windows and Linux operating systems, networking protocols, and enterprise-level hardware and software.</li>
<li>Experience with virtualization technologies (e.g., VMware, Hyper-V) and cloud platforms (e.g., AWS, Azure).</li>
<li>Excellent problem-solving skills and the ability to work under pressure.</li>
<li>Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.</li>
<li>Relevant certifications (e.g., Cisco Certified Network Associate (CCNA) Microsoft Certified: Azure Administrator).</li>
<li>Uphold company core values at all times</li></ul><br>
<p></p>
<p><b>
About Ardham Technologies</b></p>
<p>
Ardham Technologies is headquartered in Albuquerque, New Mexico, and is experiencing rapid growth throughout the Southwest and Texas regions. As an exciting and innovative technology company, Ardham Technologies is dedicated to powering clients into the future of IT through comprehensive managed services and cutting-edge technology solutions. Our mission is to transform how organizations approach their technology infrastructure by delivering innovative managed offerings that drive business success. With our expanding presence across multiple markets, we provide our team members with exceptional opportunities for professional growth while working with diverse clients across various industries. Join Ardham Technologies and be part of a dynamic team that's shaping the future of managed IT services in one of the fastest-growing technology markets in the country.</p><p></p><p><i><br>
As part of our hiring process, you must first complete a quick (~10-minute) online survey via Culture Index. This helps us better align talent with our team dynamics and ensure the right fit for both your success and ours.</i></p><p></p><p><b><br>
 </b><b>TAKE </b><b>SURVEY HERE</b></p></div>

Level 3 Helpdesk Technician

State of Indiana

<p></p><div><div><div><div><div><b>Date Posted: </b>Apr 10, 2026
</div></div></div></div><div><div><div><div><b>Requisition ID: </b>475755
</div></div></div></div><div><div><div><div><b>Location:
</b>Indianapolis, IN, US, 46204<br>
</div></div></div></div><div></div><div><div><div><div><div><b>Work for Indiana</b></div><div></div><div><div><br>
Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.</div></div><div></div><div><b><br>
About Indiana Department of Correction (DOC):</b></div><div>
We promote public safety by providing meaningful, effective opportunities for successful re-entry. As the model of best correctional practices, we strive to return productive citizens to our communities and inspire a culture of accountability, integrity, and professionalism.</div><div></div><div><b><br>
Role Overview</b>:</div><div>
A Helpdesk Application Analyst acts as a escalation point, tech mentor, and responsible for ensuring high-quality support, resolving complex technical issues, and managing ticket queues. This position will bridge the gap between non-technical staff and technicians by training, optimizing workflows, maintaining documentation, and ensuring SLA compliance.</div><div></div><div><br>
Essential Duties:</div><ul><li>Technical Support: Providing 1st level, and sometimes 2nd level, support via phone, email, or chat.</li><li>Troubleshooting: Diagnosing and fixing issues with computers, printers, software applications, phones, tablets, hotspots, VPN, and peripheral devices.</li><li>Ticket Management: Logging, tracking, and prioritizing support tickets to ensure timely resolution.</li><li>Account Administration: Managing user accounts and permissions, including password resets and Active Directory management.</li><li>Documentation: Creating and updating knowledge base articles, FAQs, and user training guides.</li><li>System Maintenance: Performing basic ticketing system management, departmental specific permissions, and peripheral support.</li><li>Escalation: Escalating complex issues that cannot be resolved to higher-tier technical teams.</li></ul><div></div><div><b><br>
Salary Statement</b>:</div><div>
The salary for this position traditionally starts at $55,224.00 but may be commensurate with education or work experience.</div><div></div><div><div><div><div><b><br>
A Day in the Life:</b></div>
</div><div><div>
The essential functions of this role are as follows:</div><ul><li>
Conduct detailed analysis of functional and technical requirements needed to create specifications.</li><li>
Confer with the user community to define information processing requirements with guidance.</li><li>
Assist in preparing project feasibility studies and perform unit testing of applications.</li><li>
Assist in preparing user requirements, functional design, physical design, and other relevant system design components.</li><li>
Assist in preparing detailed specifications from which application software will be written.</li><li>
Design, code, and debug new application software programs and/or makes enhancements to existing application software programs of all levels.</li><li>
Execute tasks conforming to shop techniques, standards, policies, and procedures.</li><li>
Use case tools and/or application development software tools.</li><li>
Provide complete documentation for new or modified information systems and/or application software programs.</li><li>
Monitor completed application software systems to ensure proper execution and performance.</li></ul><div>
The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.</div><div>
This position is exempt from overtime compensation for additional work hours which may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.</div></div></div><div><div><div><b>
What You'll Need for Success:</b></div>
</div><div><div>
Individuals in this role should minimally be able to articulate or demonstrate the following:</div><ul><li>
Basic knowledge of new systems design techniques.</li><li>
Working knowledge of information systems design principles.</li><li>
Considerable knowledge of application development software languages.</li><li>
Considerable knowledge of policies, standards, procedures, and techniques used for application development.</li><li>
Considerable knowledge of application software tools.</li><li>
Considerable knowledge of information technology equipment, operation, and capabilities.</li><li>
Limited knowledge of the most recent advancement of information technology equipment, operation, capabilities.</li><li>
Ability to perform problem solving and analytical logic.</li><li>
Effectively communicate both orally and in writing.</li></ul><div><b>
A degree is not required. However, at least 0-2 years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered.</b></div><div>
Individuals should have the ability to perform essential functions with or without reasonable accommodation.</div></div></div><div><div><div><b>
Supervisory Responsibilities/Direct Reports:</b></div>
</div><div><div>This role may be utilized in a supervisory capacity based on agency needs.</div></div></div></div><div></div><div><b><br>
Benefits of Employment with the State of Indiana:</b></div><div>
The State of Indiana offers a comprehensive benefit package for full-time employees which includes:</div><ul><li>
Three (3) medical plan options (including RX coverage) as well as vision and dental plans</li><li>
Wellness Rewards Program: Complete wellness activities to earn gift card rewards</li><li>
Health savings account, which includes bi-weekly state contribution</li><li>
Deferred compensation 457(b) account (similar to 401(k) plan) with employer match</li><li>
Two (2) fully-funded pension plan options</li><li>
A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:<ul><li>
150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers</li><li>
Up to 15 hours of paid community service leave</li></ul></li><li>
Combined 180 hours of paid vacation, personal, and sick leave time off</li><li>
12 paid holidays, 14 on election years</li><li>
Education Reimbursement Program</li><li>
Group life insurance</li><li>
Referral Bonus program</li><li>
Employee assistance program that allows for covered behavioral health visits</li><li>
Qualified employer for the Public Service Loan Forgiveness Program</li><li>
Free Parking for most positions</li><li>
Free LinkedIn Learning access</li></ul><div></div><div><b><br>
Equal Employment Opportunity:</b></div><div>
The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.IN.gov.</div></div></div></div></div></div><p></p>

Helpdesk Application Analyst

Personified Tech

<div><p><b>Who We Are</b></p>
<p>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.</p>
<p>We act as an extension of our client teams &mdash; 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.</p>
<p>We are looking for top talent as we continue to scale our team.</p>
<p><b>About the Role</b></p>
<p>The Client Support Technician role is a part-time 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. <b>This role is onsite with the possibility of some remote work.</b></p>
<p>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.</p>
<p>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.</p>
<p>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.</p>
<p><b>Client Support Technician Responsibilities</b></p>
<ul><li>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.</li><li>
Communicating with users directly via Google Meet, Zoom, or Phone Call</li><li>
Installing, configuring, and mentoring end users on client-approved software</li><li>
Maintaining and coordinating IT training support for new client staff, as requested or scheduled</li><li>
Assisting in improving existing IT automation tools and workflows</li><li>
Removing adware, spyware, and viruses as detected on client hardware</li><li>
Coordinating with client HR / Ops staff to set up accounts and workstations for new personnel</li><li>
Responding to tickets and maintaining ticket system notes to identify chronic problem areas and measure program effectiveness</li><li>
Providing coverage during peak support times, team PTO, or increased client demand</li><li>
Willingness to work outside of normal business hours on an as-needed basis</li><li>
Assist with inventory management of client-owned technology, including organizing equipment, tracking inventory levels, and supporting related tasks as needed</li><li>
Troubleshoot on-site video conferencing and network equipment (e.g., Zoom Rooms, conference cameras, microphones, switches, and wireless connectivity)</li><li>
Other duties as needed</li></ul>
<p></p><p><b>Qualifications</b></p>
<p>Experience/Traits <i>necessary</i> to succeed in this role at Personified:</p>
<ul><li>At least 2 years of Mac &amp; Windows help desk experience, or 3+ years of experience in customer facing, sys-admin, or similar roles</li><li>
We are seeking an individual with IT knowledge who is trustworthy, responsive, and eager to learn.</li><li>
The candidate must be comfortable interacting with end users as their primary responsibility and have a track record of proven customer service success.</li><li>
Experience in a customer-facing role, and a track record of providing great customer/client experiences.</li><li>
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.
</li><li>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.</li><li>
Ability to establish and maintain key relationships with the internal team, and diverse stakeholders and partners.</li><li>
Willingness to work outside of normal business hours as required.</li><li><b>
Ability to work flexibly with hours varying based on business needs</b></li></ul>
<p></p><p><b>Commitment to DEI</b></p>
<p>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.</p>
<p>Our commitment to these values is unwavering, and we strive to create and maintain a working environment that is inclusive, equitable, and welcoming.</p></div><p></p>

Client Support Technician - Part Time NY

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