Senior Client Services Technician

Role Summary

Senior End User Services Technician responsible for delivering high-quality white-glove IT support, partnering with the MSP, and owning advanced technical issues, VIP support, and specialized IT projects. This role requires accountability, flexibility, and the ability to operate with urgency in a fast-paced environment. Preference is for the role to be based in the Durham, NC office, with other U.S. locations acceptable and travel to Durham possible on short notice.

Responsibilities

• End User & VIP Support
  • Provide white-glove support to employees, executives, and VIPs.
  • Application and hardware troubleshooting and resolution.
  • Manage employee lifecycle changes (joiner, mover, leaver) including New Hire Orientation.
  • Manage user accounts and groups via Active Directory, Okta, and Entra ID.
  • Manage complex Level 2/3 issues and coordinate with Level 1 MSP to ensure timely resolution.
  • Act as a trusted technical advisor and maintain a high-quality support experience.
  • Manage and maintain systems and knowledge base articles.
• Special Projects & Change Management
  • Support OS upgrades, device refreshes, offsite deployments, and other strategic initiatives.
  • Follow change management best practices to help users ease into changes.
  • Identify opportunities to improve processes, documentation, and service delivery.
• Operational Excellence
  • Take ownership of issues and drive them to resolution with urgency.
  • Adapt quickly to shifting priorities and business needs.
  • Escalate issues appropriately and communicate clearly with technical and non-technical audiences.
• Technical Responsibilities
  • Support and administer:
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Office apps)
  • Windows 11
  • Entra ID
  • Intune
  • Okta
  • iPadOS / Apple mobile devices
  • Troubleshoot hardware, software, and network issues for laptops and mobile devices.
  • Maintain accurate asset records and assist with device lifecycle management.

Qualifications

• Required: 5+ years of experience in end user support.
• Required: Proven white-glove and executive support experience.
• Required: Strong knowledge of Microsoft 365, Windows OS, Entra ID, Intune, Okta, and iPad support.
• Required: Excellent communication and customer service skills.
• Required: Ability to work independently, prioritize effectively, and maintain accountability.
• Required: Experience working with MSPs or distributed support teams.
• Required: Strong troubleshooting and analytical abilities.
• Required: Familiarity with ITIL or formal change management frameworks.
• Preferred: SharePoint site management.
• Preferred: Experience with building and deploying packages via Intune and RMM.
• Preferred: macOS support.
• Preferred: Scripting or automation (PowerShell, etc.).

Additional Requirements

• Work Environment: Remote-based or NC-based, dynamic, fast-paced, entrepreneurial.
• Travel: Domestic or international travel up to 20% of the time.