Client Support Technician

As a Client Support Technician located onsite with our client, you will have the opportunity to be an IT superhero, saving the day for our law firm client when technical issues arise. As the face of our organization for our client (Yes you are working on site with our client), you will spend your time responding to the clients issues, collaborating internally and externally to resolve issues, and providing exceptional white glove service to our client. Make sure to check out some of the awesome benefits that are offered with this position at the bottom.

RESPONSIBILITIES (including, but not limited to the following):

• Provide best in class technical support to our client(s) via phone, email, remote login and on-site (on-site 4-5 days per week)
• Support all workstation, printer and peripheral client equipment
• Working on-site with our client throughout the work week resolving assigned tickets
• Communicate to both client and colleagues early and often
• Record all work via time entries in our ticketing system (ConnectWise) in a timely manner
• Actively manage all tickets in your queue by ensuring all notes and statuses are up to date
• Answer incoming calls and serve as first point of contact for customers
• Create and maintain tickets in the help desk system
• Respond to automated alerts and notifications
• Take ownership of submitted tickets and seek resolution
• Escalate unresolved issues to appropriate support personnel
• Perform remote troubleshooting and diagnostics using best practices
• Determine and implement solutions to help customers achieve their desired results
• Thoroughly document all work performed
• Follow-up with customers on ticket status and progress
• Contribute to and maintain knowledge base systems
• Identify and suggest possible improvements on procedures
• Complete training and certifications required to support Verity IT supported services
• Occasionally provide customer on-site support
• Provide support for internal staff and IT systems

SKILLS:

• Fundamental knowledge of client/server, Active Directory and Operating system technologies to identify and correct issues in client computer systems
• Strong technical skills in the following areas:
  • Multi factor authentication applications
  • Microsoft 365 Administration
  • Familiarity with Azure Active Directory
  • Familiarity with Office 365 admin portal

• BS/BA in Information Technology or relevant field; or Associates degree with IT certifications
• At least 1 year of experience providing IT support in a business environment
• Ability to diagnose and resolve basic technical issues
• Ability to multitask
• Strong general knowledge of PC hardware and peripherals (CompTIA A+ suggested)
• Strong general knowledge of modern operating systems
• Strong general knowledge of popular desktop software (Microsoft Office, web browsers, etc)
• Good understanding of basic network connectivity (physical connectivity, IP addressing, etc)
• Good understanding of mobile devices and other tech products
• Proficiency in English
• Excellent communication skills, specifically when working with non-technical customers

BENEFICIAL SKILLS

• Professional IT Certifications
• Great communication and client service skills
• Spanish or other languages fluency

OTHER VERITY BENEFITS:

• Meal stipend for days when you work at the client location
• Mobile phone allowance Exposure to diverse array of technologies
• Part of a team of experienced technicians that aim to deliver exceptional service
• Competitive compensation
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
• Opportunities to further technical education through online courses and certifications
• Positive, friendly, supportive office environment

WHO WE ARE

Founded in 2014, Verity IT is a Managed Service Provider (MSP) focused on providing cutting edge technology and cyber security solutions to companies in the markets we operate in today. Our origins began in Chicago, IL, but we have since expanded to other markets to support our clients and ensure we can find the best talent to support the growing needs of our clients. We believe strongly in developing that focus on not only IT solutions, but cyber security solutions that address the needs and requirements of our clients.

In order to build, maintain, and optimize these types of solutions, we need high-performing, highly collaborative teammates who are excited to join in this journey with us. People choose to join Verity because of our family-oriented culture, our growth, our professional development program and many more reasons. Hopefully you get to learn more about them. If this sounds like a place you could envision yourself working, let's connect and discover if we have the foundation to build something great together.

WHAT YOU GET IN RETURN

As an employee at Verity IT, you will have a direct impact on our operations, our clients, and your fellow team members. Because of that impact, you get our respect and gratitude for the role you play in making Verity the best it can be. We consider mentoring and participating in the continual learning of others to be absolutely essential for both you and your co-workers.

To reflect our commitment to our employees, we offer a very generous PTO program, 401k matching, employee outings (virtual and in person), reimbursement for approved seminars, conferences, and certifications, and medical, dental, life, and vision insurance.and that's just the start.