Helpdesk Administrator - Client Advocate

Overview

Atris Technology seeks a cheerful and organized Helpdesk Administrator - Client Advocate for full time employment. This position serves as a primary point of contact for clients/end-users, delivering exceptional guidance and advocacy while ensuring all activities align with ITIL service management best practices. Using HaloPSA as the core platform, you will ensure the support desk logs, prioritizes, escalates, and resolves requests, maintain accurate records, drive customer satisfaction, and contribute to service improvements.

This role emphasizes proactive client engagement and SLA adherence through efficient use of HaloPSA features (e.g., ticketing, automation, asset management, reporting, and client portal). Since 1996, Atris Technology has been an innovation leader in the financial software sector. If you're interested in a career growth position and a strong compensation package with a high paced technology firm, apply today.

• High School Diploma or Equivalent
• 2+ years of experience in a helpdesk, service desk, or technical support role (MSP environment preferred).
• Proven experience working with PSA/ticketing systems (HaloPSA experience highly desirable; familiarity with similar tools like Connect Wise, Autotask, or Service Now acceptable).
• Solid understanding of ITIL framework (ITIL Foundation certification preferred or actively pursuing).
• Excellent customer service and communication skills — empathetic, clear, and professional (verbal/written).
• Strong problem-solving and analytical abilities with attention to detail.
• Proficiency in HaloPSA or similar ITIL-aligned platforms for ticket lifecycle, reporting, and automation.
• Ability to multitask in a fast-paced environment while maintaining SLA compliance.
• Proactive mindset with a focus on client advocacy and satisfaction.
• Basic knowledge of IT security best practices and documentation.

• Act as a dedicated client advocate, building strong relationships, understanding client needs, and ensuring high satisfaction through proactive communication and follow-up.
• Provide first-line technical support for hardware, software, network, cloud, and application issues across client environments.
• Ensure all technicians Log, categorize, prioritize, and manage all incoming tickets/requests in HaloPSA following ITIL processes (Incident Management, Service Request Management).
• Monitor and enforce SLAs and OLAs within HaloPSA, ensuring timely updates, resolution, and closure of tickets.
• Use HaloPSA tools for time tracking, billing preparation (where applicable), asset/CMDB updates, knowledge base contributions, and automation workflows.
• Handle client communications via phone, email, HaloPSA client portal, chat, and remote tools; update clients on progress and resolution.
• Identify recurring issues and contribute to Problem Management by documenting workarounds and escalating for root-cause analysis.
• Maintain accurate client records in HaloPSA (e.g., customer details, contracts, configurations, assets).
• Support self-service initiatives by encouraging use of the HaloPSA client portal and updating knowledge articles.
• Generate and review reports/dashboards in HaloPSA to track performance metrics (e.g., first response time, resolution time, CSAT, ticket volume).
• Participate in continual service improvement by suggesting process enhancements, workflow automations, or HaloPSA configuration tweaks.
• Ensure compliance with IT security policies, data protection standards, and change management procedures.
• Assist with onboarding/offboarding users, access requests, and basic administration tasks in HaloPSA (e.g., role-based permissions, queues).