Client Support Technician (Remote Hybrid – NY/CT Area)

Who We Are

We’re Personified: a managed IT + cybersecurity services provider for campaigns, non-profits, and mission-aligned organizations. Our mission is to lead technology and security programs for our clients, enabling them to focus on their mission-critical work.

We act as an extension of our client teams — we handle all the responsibilities a traditional internal IT team would. We’re in our clients’ Slacks, we’re on a first-name basis with them (and their pets), we’re new hires’ first point of contact, and we’re the first stop for tech and cybersecurity issues. We aim to build trust, and we leverage this to keep the bad actors out.

Some of the biggest names in the progressive space have leaned on us as their trusted IT + cybersecurity partner. We are looking for top IT talent as we continue to scale our team.

About the Role

The Client Support Technician full-time role assists in running day-to-day technology operations for our clients, with a focus on helpdesk ticket response via email and Slack.

The Client Support Technician is responsible for the configuration, implementation, and maintenance of various technologies managed by Personified on behalf of our clients. This role focuses on the administration and support of: client Saas platforms such as Google Workspace, Microsoft 365, Slack, Zoom, Dropbox, Adobe Creative Cloud, 1Password, LastPass, etc.; macOS, Windows, ChromeOS, iOS, and Android operating systems and associated hardware; a variety of endpoint detection and response (EDR) and universal endpoint management (UEM) platforms.

This is a hybrid role based in the New York metro area. While much of the work (approximately 70–75%) is conducted remotely, the Client Support Technician will also provide in-person support to clients approximately 25–30% of the time. This includes traveling to client offices in the New York metro area to assist with hands-on troubleshooting, equipment setup, and other onsite technical needs. Candidates must be comfortable and professional in client-facing environments and capable of maintaining a calm, responsive, and service-oriented approach when working directly with end-users.

The ideal candidate is technically fluent in the modern IT stack, has impeccable customer service skills, has the ability to break down complex technical concepts into understandable language, is highly responsive, and is able to maintain a calm demeanor in stressful situations.

This position reports to the Director of Client Support.

Responsibilities Overview:

• Solving end user issues quickly and efficiently, with a strong emphasis on providing a great service experience throughout the issue resolution process
• Creating and maintaining documentation of IT procedures and policies
• Installing, configuring, and mentoring end users on client-approved software
• Assisting in the organization and inventory of all hardware and software resources, leveraging automation via UEM tools where possible
• 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
• Responding to tickets, and maintaining ticket system and service notes to identify chronic problem areas and measure program effectiveness
• Provide remote support via video calls with clients and teammates, maintaining a professional on-camera presence to ensure clear communication and effective issue resolution.
• Travel to onsite client locations as needed to provide in-person technical support:
• Meet directly with end users to troubleshoot and resolve IT issues in a friendly and professional manner.
• Diagnose and resolve issues related to printers, docking stations, monitors, and other peripheral devices.
• Set up, maintain, and troubleshoot conference room technology (e.g., video conferencing equipment, display systems).
• Identify and resolve basic network issues, including connectivity problems and wireless access points
• Willingness and ability to travel to client site visits in the New York Metro area
• Willingness to work outside of normal business hours as required
• Other duties as needed

Qualifications

We are seeking an individual with IT knowledge who is trustworthy, responsive, and eager to learn. The candidate must be comfortable interacting with end users as their primary responsibility and have a track record of proven customer service success.

Previous experience supporting Google Workspace and macOS in a fast-paced environment, Microsoft 365 and PC support, and experience at an organization that used Slack as its primary communication tool are a plus. It’s important that the individual who fills this role is a self-starter, knows how to do the research, and can pick up new systems and technical concepts quickly.

This is a hybrid role that combines remote and on-site work. Candidates must be based in the New York metro area and able to travel to client offices within the region approximately 25–30% of the time.

Benefits

• Remote work environment
• Competitive pay
• Healthcare packages contributed to by Personified
• Optional 401K matched by Personified
• Cell phone stipend
• Annual learning & development stipend

What to Expect from the Hiring Process

• Candidates can apply by hitting the ‘Apply To Position’ button and following the instructions.
• We require all applicants to submit a resume and answer a set of application questions in lieu of a cover letter.
• Applicants who move forward in the process will participate in a series of interviews with members of the Personified team and will be asked to complete a short skills assessment.
• We encourage interested applicants to apply as soon as possible. We’re looking to hire quickly and applications will be reviewed on a rolling basis.

Commitment to DEI

Personified’s mission is to help advance the progressive movement; and diversity, equity and inclusion are at the core of that mission. We value varied perspectives in working to build a more inclusive world and workplace. We believe in the power of diversity, and as we grow as a company, we are committed to creating an environment that promotes inclusive culture and invites people of all backgrounds to join us.

Our commitment to these values is unwavering, and we strive to create and maintain a working environment that is inclusive, equitable and welcoming.