Sr. Client Services IT Technician

Experience Level: Support

Job Type: Regular

Location:

Greensboro, NC, US, 27409

Requisition

The Senior Client Services IT Technician is a senior-level IT professional responsible for advanced endpoint support, complex troubleshooting, and operational ownership across end-user computing services.

This role provides executive-level support, mentors junior technicians, and partners with Desktop & Client Services leadership to improve stability, security, and the overall user experience across device management, build room operations, and client services processes.

• Serve as an escalation point for complex, high-impact endpoint, mobility, and application issues.
• Conduct advanced troubleshooting across Windows, macOS, iOS, and Android platforms, including root cause analysis and permanent fix identification.
• Handle high-visibility executive/VIP support scenarios with professionalism and discretion.
• Troubleshoot advanced endpoint networking issues, including VPN, certificates, and authentication-related problems.
• Follow imaging (MECM) and provisioning (Intune) standard operating procedures (SOPs) for Windows systems.
• Perform advanced device management tasks in MECM and Microsoft Intune, including policy troubleshooting, compliance remediation, and enrollment issue resolution.
• Support and troubleshoot macOS systems and mobile platforms (iOS and Android) at an advanced level.
• Support peripherals and specialized hardware, including docks, monitors, network printers, and other accessories.

• Maintain accountability for build room operations, inventory accuracy, and asset lifecycle tracking.
• Prioritize and address issues in order of criticality and business impact.
• Identify gaps in processes, documentation, or tooling and drive corrective actions.
• Ensure accurate, high-quality ticket documentation in Service Now, including detailed resolution notes and knowledge capture.
• Contribute to knowledge base articles, standard operating procedures, and internal documentation.

• Enforce and model adherence to corporate IT security policies and best practices.
• Identify potential security risks at the endpoint level and elevate appropriately.
• Support environments with heightened security or compliance requirements (e.g., manufacturing, regulated systems).

• Participate in after-hours and weekend on-call rotations and serve as an escalation resource during incidents.

• Associate’s Degree in Information Technology or equivalent experience.
• 5+ years of progressive IT experience (e.g., Service Desk, Desktop Support, or Endpoint Engineering roles).
• Certifications strongly preferred:
  CompTIA A+, Network+, ITIL Foundation, or equivalent.

• Expert-level troubleshooting of Windows operating systems and enterprise software.
• Strong experience supporting macOS, iOS, and Android.
• Advanced use of Service Now (or an equivalent tool) for incident, request, and problem management.
• Proven experience managing objects and permissions in Active Directory.
• Advanced experience with Microsoft Intune and MECM/SCCM for deployment, compliance, and troubleshooting.
• Strong command-line skills (Windows and macOS) for diagnostics and remediation.
• Deep understanding of endpoint networking fundamentals across multiple platforms.
• Advanced troubleshooting of Microsoft Office and enterprise productivity tools.
• Solid understanding of endpoint security concepts and best practices.

• Power Shell scripting for automation, remediation, or reporting.
• Experience supporting manufacturing or lab environments.
• Exposure to process improvement, standardization, or automation initiatives.

• Demonstrated ownership mentality and ability to operate independently.
• Strong written and verbal communication skills, including with executive stakeholders.
• Ability to prioritize and execute in a fast-paced, high-visibility environment.
• Coaching mindset with the ability to elevate team capability.
• Willingness to support critical incidents and operational needs outside normal business hours.

This position is not eligible for visa sponsorship by the Company.

We are an Equal Employment Opportunity (EEO) employer and welcome all qualified applicants. Applicants will receive fair and impartial consideration without regard to any characteristics protected by applicable law, including race, color, religion, sex (as defined by law), national origin, age, military or veteran status, genetic information, or disability.