Client Services IT Technician

Location: Durham, NC
Salary: Depends on Experience
Description:

Title: IT Client Services Technician (End User Support)
Department: IT Infrastructure & Operations
Position Type: Contract to Hire

Overview
The Senior Client Services Technician is responsible for delivering high-quality end-user support, providing white-glove service to VIPs, and managing advanced technical issues and specialized IT initiatives. This role requires strong ownership, adaptability, and the ability to operate effectively in a fast-paced environment. The preferred location is Durham, NC, though candidates in other U.S. locations will be considered with frequent travel to Durham.

Key Responsibilities

End User and VIP Support

• Provide white-glove support to employees, executives, and VIPs.
• Troubleshoot and resolve application and hardware issues.
• Support onboarding, offboarding, and internal transfers, including participation in New Hire Orientation.
• Manage user accounts and groups in Active Directory, Okta, and Entra .
• Handle complex Level 2/3 issues and collaborate with the Level 1 MSP to ensure timely resolution.
• Serve as a trusted technical advisor, ensuring a high-quality support experience.
• Maintain systems, documentation, and knowledge base articles.

Special Projects and Change Management

• Support OS upgrades, device refreshes, offsite deployments, and other strategic IT initiatives.
• Apply change management best practices to help users adapt to new technologies.
• Identify and implement improvements to processes, documentation, and service delivery.

Operational Excellence

• Take ownership of issues and drive them through resolution with urgency.
• Adapt to shifting priorities and changing business needs.
• Escalate issues appropriately and communicate clearly with technical and non-technical stakeholders.

Technical Responsibilities

• Support and administer Microsoft 365 (Outlook, Teams, One Drive, SharePoint, Office apps).
• Support Windows 11, Entra , Intune, Okta, and iPadOS/Apple mobile devices.
• Troubleshoot hardware, software, and network issues for laptops and mobile devices.
• Maintain accurate asset records and support device lifecycle management.

Required Skills and Qualifications

• 5+ years of experience in end-user support.
• Demonstrated experience providing white-glove and executive support.
• Strong knowledge of Microsoft 365, Windows OS, Entra , Intune, Okta, and iPadOS.
• Excellent communication and customer service skills.
• Ability to work independently, prioritize effectively, and maintain accountability.
• Experience collaborating with MSPs or distributed support teams.
• Strong troubleshooting, diagnostic, and analytical abilities.
• Familiarity with ITIL or formal change management frameworks.

Preferred Skills

• SharePoint site management.
• Experience building and deploying packages via Intune and RMM tools.
• macOS support.
• Scripting or automation experience (Power Shell or similar).

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Contact:

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