Client Support Technician

About the Role

The Client Support Technician full‑time role assists in running day‑to‑day technology operations for our clients, with a focus on helpdesk ticket response via email and Slack. The role is responsible for the configuration, implementation, and maintenance of various technologies managed by Personified on behalf of our clients. This includes administration and support of client SaaS platforms such as Google Workspace, Microsoft 365, Slack, Zoom, Dropbox, Adobe Creative Cloud, 1

Password, Last Pass, etc.; macOS, Windows, Chrome

OS, iOS, and Android operating systems and associated hardware; and a variety of endpoint detection and response (EDR) and universal endpoint management (UEM) platforms.

Additionally, the role involves supporting client‑owned technology on site in client office locations in the NYC area. This position requires onsite visits for client projects, such as setting up or troubleshooting conference room equipment and other managed devices 3 to 5 days a week.

The ideal candidate is technically fluent in the modern IT stack, has impeccable customer service skills, can break down complex technical concepts into understandable language, is highly responsive, and maintains a calm demeanor in stressful situations.

The position reports to the Director of Client Support. The team collaborates across various communication platforms, including Slack, a ticketing system, and video calls, to coordinate and stay in touch throughout the day.

• Solving end‑user issues quickly and efficiently, providing a great service experience throughout the resolution process
• Creating and maintaining documentation of IT procedures and policies
• Installing, configuring, and mentoring end users on client‑approved software
• Assisting in the organization and inventory of all hardware and software resources, leveraging automation via UEM tools where possible
• Maintaining and coordinating regular IT training sessions with new client staff
• 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 and service notes to identify chronic problem areas and measure program effectiveness
• Willingness to work outside of normal business hours as required
• Willingness to travel as required
• Assist with inventory management of client‑owned technology, including organizing equipment, tracking inventory levels, and supporting related tasks in the Personified warehouse (60%–100% in person, DMV region specific)
• Willingness to travel to onsite visits for clients or projects, including the setup or troubleshooting of conference room and other supported hardware (60%–100% in person, NYC area specific)
• Other duties as needed

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
• IT knowledge combined with trustworthiness, responsiveness, and eagerness to learn
• Comfort interacting with end users as a primary responsibility with 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
• Self‑starter who can research and pick up new systems and technical concepts quickly
• Ability to establish and maintain key relationships with internal teams, stakeholders, and partners
• Willingness to work outside of normal business hours as required
• Willingness to travel as required

• Salary range  65K‑ 75K based on experience and qualifications
• Hybrid work environment – 3–5 days a week onsite
• Healthcare packages contributed to by Personified
• Generous paid time off benefit
• Optional 401(k) matched by Personified
• Cell phone stipend
• Annual learning and development stipend

Location:

NYC area. While Personified staff work anywhere in the continental USA, this role specifically seeks professionals located in the NYC area.

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.