Client Support Technician Part Time NY

Who We Are

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.

We act as an extension of our client teams — 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.

We are looking for top talent as we continue to scale our team.

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, 9‑6 pm ET.
This role is onsite with the possibility of some remote work.

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, 1

Password, Last Pass, 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.

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.

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.

• 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.
• Communicating with users directly via Google Meet, Zoom, or Phone Call
• Installing, configuring, and mentoring end users on client‑approved software
• Maintaining and coordinating IT training support for new client staff, as requested or scheduled
• 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 notes to identify chronic problem areas and measure program effectiveness
• Providing coverage during peak support times, team PTO, or increased client demand
• Willingness to work outside of normal business hours on an as‑needed basis
• Assist with inventory management of client‑owned technology, including organizing equipment, tracking inventory levels, and supporting related tasks as needed
• Troubleshoot on‑site video conferencing and network equipment (e.g., Zoom Rooms, conference cameras, microphones, switches, and wireless connectivity)
• 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
• We are seeking an individual with IT knowledge who is trustworthy, responsive, and eager to learn.
• The candidate must be comfortable interacting with end users as their primary responsibility and have a track record of proven customer service success.
• Experience in a customer‑facing role, and a track record of providing…