Sr. Client Services IT Technician

Responsibilities

• Serve as an escalation point for complex, high-impact endpoint, mobility, and application issues.
• Conduct advanced troubleshooting across Windows, macOS, iOS, and Android platforms, including root cause analysis and permanent fix identification.
• Handle high-visibility executive/VIP support scenarios with professionalism and discretion.
• Troubleshoot advanced endpoint networking issues, including VPN, certificates, and authentication-related problems.
• Follow imaging (MECM) and provisioning (Intune) standard operating procedures (SOPs) for Windows systems.
• Perform advanced device management tasks in MECM and Microsoft Intune, including policy troubleshooting, compliance remediation, and enrollment issue resolution.
• Support and troubleshoot macOS systems and mobile platforms (iOS and Android) at an advanced level.
• Support peripherals and specialized hardware, including docks, monitors, network printers, and other accessories.
• Maintain accountability for build room operations, inventory accuracy, and asset lifecycle tracking.
• Prioritize and address issues in order of criticality and business impact.
• Identify gaps in processes, documentation, or tooling and drive corrective actions.
• Ensure accurate, high-quality ticket documentation in ServiceNow, including detailed resolution notes and knowledge capture.
• Contribute to knowledge base articles, standard operating procedures, and internal documentation.
• Enforce and model adherence to corporate IT security policies and best practices.
• Identify potential security risks at the endpoint level and escalate appropriately.
• Support environments with heightened security or compliance requirements (e.g., manufacturing, regulated systems).
• Participate in after-hours and weekend on-call rotations and serve as an escalation resource during incidents.

Requirements

• Associate’s Degree in Information Technology or equivalent experience.
• 5+ years of progressive IT experience (e.g., Service Desk, Desktop Support, or Endpoint Engineering roles).
• Certifications strongly preferred: CompTIA A+, Network+, ITIL Foundation, or equivalent.
• Expert-level troubleshooting of Windows operating systems and enterprise software.
• Strong experience supporting macOS, iOS, and Android.
• Proven experience managing objects and permissions in Active Directory.
• Advanced experience with Microsoft Intune and MECM/SCCM for deployment, compliance, and troubleshooting.
• Strong command-line skills (Windows and macOS) for diagnostics and remediation.
• Advanced troubleshooting of Microsoft Office and enterprise productivity tools.
• Solid understanding of endpoint networking fundamentals across multiple platforms.
• Deep understanding of endpoint security concepts and best practices.
• Powershell scripting for automation, remediation, or reporting (preferred).
• Experience supporting manufacturing or lab environments (preferred).
• Experience troubleshooting legacy Windows environments (preferred).
• Exposure to process improvement, standardization, or automation initiatives (preferred).

Qualifications

• Demonstrated ownership mentality and ability to operate independently.
• Strong written and verbal communication skills, including with executive stakeholders.
• Able to prioritize and execute in a fast-paced, high-visibility environment.
• Coaching mindset with the ability to elevate team capability.
• Willingness to support critical incidents and operational needs outside normal business hours.