[Hiring] Client & Service Desk Technician II @ECRI

Role Description

The Client & Service Desk Technician II at ECRI communicates effectively with external and internal clients resolving access and more complex technical issues. The position is responsible for deploying software updates in coordination with the Network and Server Operations team. You will also provide as-needed end user training and support in Microsoft 365, corporate applications, remote connectivity as well as performing the essential functions outlined below.

Essential Functions

• Deliver prompt responses to client inquiries through telephone, e-mail, and chat.
• Monitor and respond to inquiries in the Client Services ticket queue, e-mail inbox, voicemail, and general phone extension.
• Manage large volume of client inquiries in a friendly and courteous manner.
• Learn and navigate all ECRI products to assist in client inquiries.
• Support more complex product roll-outs for internal and external clients.
• Resolve advanced laptop/desktop, software, and network support requests for employees and guests.
• Work with the Infrastructure Operations team to create OS images on current and new end user hardware.
• Debug and manage scripts to automate deployments, installations, and updates.
• Package and deploy OS upgrades, ECRI Software, and application updates utilizing Microsoft Intune.
• Work from Service Desk ticketing system to document and resolve end user issues. Manage escalated tickets to assist with resolution and root cause analysis.
• Manage user accounts and organizational units (OU) in Active Directory/Entra.
• Manage and troubleshoot group policies for workstations and users.
• Run and maintain system compliance reporting for Windows updates.
• Run and maintain desktop backups and file synchronization.
• Assist in design and creation of Microsoft Power Apps.
• Manage end point and data migrations to new hardware.
• Update hardware and software inventory as necessary to meet best practices.
• Manage small projects and report weekly/monthly updates to management.
• Support routine telephone, fax, & voicemail operations and troubleshooting.
• Assist in development and conduct in-house training for applications used at ECRI.
• Perform routine end-user software installations for specialized corporate applications.
• Be available for rotational on-call responsibilities supporting internal and external clients.
• Provide routine technical support at ECRI’s domestic US facilities.

Qualifications

• At least 3 years of hands-on IT experience supporting corporate end users using Windows and Mac HW, OS, and software preferred.
• Demonstrated working knowledge of Microsoft Office 365 solutions (Teams, Office, Outlook, etc.)
• Proven ability to communicate effectively, learn from others, and adopt standards.
• Prior customer service support for internal and external users.
• Experience working with a corporate ticketing system is preferred.
• Experience with Active Directory/Entra User and Group management is preferred.
• Associate/Bachelor’s degree is preferred but not required, on-the-job experience can be considered as equivalent education.
• Proficient with Microsoft Office 365 Suite of products (e.g., Word, Excel, and PowerPoint), Microsoft 10, macOS, and basic networking.
• Practical experience with help desk software, such as Hubspot, and Customer Relationship Management (CRM) software, is required.
• Experience with Jira, or similar ticketing system, is preferred.
• Microsoft Certifications are not required, but preferred.

Benefits

• Comprehensive healthcare coverage: Medical, dental, vision, life insurance, disability coverage, critical illness insurance, and more.
• Retirement savings: Employer-matching Retirement Savings Plan.
• Culture of Belonging: Participate in employee groups to learn from, grow with, and support colleagues in our collective success.
• Purpose beyond the paycheck: 16 paid hours annually through ECRI Cares to volunteer with preapproved charities.