Client Services Technician

What started in 1989 as a family-owned video rental store grew into a trusted partner dedicated to helping libraries thrive. A single suggestion to sell VHS tapes (remember those?) to public libraries inspired our founder, John Eldred to start Midwest Tape LLC – and set our mission in motion.

Fast forward to over 35 years later, we provide libraries across North America, New Zealand, and Australia with innovative products and equitable access to content. Backed by a passion for exceptional service and a deep understanding of library needs, we fuel libraries with unparalleled access to top-tier media content including physical media (audio books, DVDs, CDs, and read-a-longs) as well as our digital platform, Hoopla Digital.

Hoopla, available on iOS, Android, and desktop, combines our decades of media expertise with modern technology to deliver an all-in-one experience for libraries and their patrons. With one of the strongest catalogs in the digital library space, Hoopla empowers libraries to reach patrons wherever they are.

We proudly partner with our library partners and content providers to strengthen communities through access to educational resources and entertainment experiences. Since 1989, our commitment has remained the same: supporting libraries with solutions that make a difference because strong libraries build healthy communities.

The Client Services Technician serves as a primary point of contact for employee technical support, resolving incidents and service requests, supporting device and account lifecycle needs, documenting solutions, and using approved AI tools to improve the speed, quality, and consistency of support.

This position maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals. This position also documents, maintains, upgrades and/or replaces hardware and software systems.

• Serve as the first point of contact for employee technical support requests received by phone, email, chat, and the ticketing portal; log, categorize, prioritize, and track each ticket, and follow up with users to ensure full resolution.
• Diagnose and resolve Tier 1 and Tier 2 issues involving Windows, macOS, iOS/iPadOS, Microsoft 365, email, printing, VPN, remote access, and business applications, meeting established service level targets, and escalate complex issues to the appropriate IT team or vendor with clear documentation.
• Install, configure, image, deploy, refresh, and retire workstations, laptops, mobile devices, network printers, peripherals, and software, and maintain accurate hardware and software asset inventory, including tracking and processing returned equipment.
• Reset passwords and support multi-factor authentication in Active Directory and Okta, following security and access policies, including equipment and access setup for new hires and separations in coordination with Human Resources and hiring managers.
• Apply operating system, software, and security updates and patches, support endpoint protection and device management tools, and promptly report suspected phishing, malware, and other security incidents, following data handling and security procedures to the security team.
• Provide support for conference room technology, phone and softphone systems, and basic network connectivity issues.
• Create and maintain knowledge base articles, standard operating procedures, and how-to guides, and review ticket trends to recommend or help implement improvements, automation, and self-service content that reduce repeat requests.
• Use company-approved AI tools (for example, Microsoft Copilot or Claude) to research and troubleshoot issues, summarize ticket history, draft knowledge base articles and…