Personified

Support Engineer

• 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

Client Support Technician – Part Time

• Solving end user issues quickly and efficiently, with a strong emphasis on providing a great service experience throughout the issue resolution process - leveraging video conferencing and phone support as needed
• Responding to tickets, and maintaining ticket system and service notes to identify chronic problem areas and measure program effectiveness
• Performing deep-dive troubleshooting across Windows/Mac OS, network, and SaaS platforms.
• Assisting with tool migrations and rollouts
• Investigating phishing reports, suspicious logins, and endpoint alerts
• Supporting SSO, MFA, conditional access, and identity governance controls
• Creating and maintaining documentation of IT procedures and policies
• Installing, configuring, and mentoring end users on client-approved software
• 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
• Willingness to work outside of normal business hours as required
• Willingness to travel as required
• Other duties as needed