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.
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.
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.
Support and administer Microsoft 365, Windows 11, Entra ID, Intune, Okta, and iPadOS.

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

Senior Client Services Technician

Key skills