Client Support Technician

About the Company

Personified is a managed IT and cybersecurity services partner for campaigns, nonprofit organizations, and other mission-driven teams. The company’s focus is to run technology and security programs so clients can stay centered on their core work.

Personified operates as a true extension of its clients’ internal teams. The team supports day-to-day technology needs, communicates directly in client Slack channels, serves as the first point of contact for new hires, and handles the initial response for technology and cybersecurity concerns. Building trust is central to the role, along with helping keep malicious actors out of client environments.

The company is actively expanding and looking to bring in strong talent as it continues to grow.

Role Overview

The Client Support Technician is a full-time position focused on keeping client technology operations running smoothly. A major part of the work involves handling helpdesk requests through email and Slack, while also supporting the configuration, deployment, and upkeep of the technologies Personified manages on behalf of clients.

This role covers support for common SaaS tools such as Google Workspace, Microsoft 365, Slack, Zoom, Dropbox, Adobe Creative Cloud, 1Password, and LastPass, as well as devices and operating systems including macOS, Windows, ChromeOS, iOS, and Android. It also includes working with endpoint detection and response tools and unified endpoint management platforms.

In addition to remote support, the position includes on-site assistance for client-owned equipment and systems across the Washington, DC, Maryland, and Virginia region. Site visits may be needed for project work such as setting up conference rooms, troubleshooting equipment, and supporting managed devices, with onsite work required up to 5 days per week.

The ideal candidate is comfortable in modern IT environments, communicates clearly with non-technical users, handles pressure well, and delivers strong customer service. This position reports to the Client Support Manager, Field & Warehouse, and collaborates throughout the day using Slack, a ticketing platform, and video calls.

Responsibilities

• Resolve user issues quickly while maintaining a positive support experience, using phone and video support when needed.
• Handle tickets, keep service records current, and use documentation to identify recurring problems and track program performance.
• Investigate and troubleshoot issues across Windows and Mac systems, networks, and SaaS tools.
• Support software and technology migrations and rollout projects.
• Review phishing reports, suspicious sign-in activity, and endpoint security alerts.
• Administer or support SSO, MFA, conditional access, and identity governance controls.
• Write and maintain process documentation and IT policy materials.
• Install and configure approved software, and guide end users on how to use it.
• Help organize and deliver recurring IT training for newly onboarded client staff.
• Contribute to improvements in IT automation tools and workflows.
• Remove adware, spyware, and viruses when found on client devices.
• Work with client HR and operations teams to prepare accounts and workstations for new hires.
• Be available for work outside standard business hours when needed.
• Travel as required for client support and project work.
• Handle additional tasks as assigned.

Requirements

• At least 2 years of help desk experience supporting Mac and Windows environments, or 3+ years in a customer-facing, system administration, or related role.
• Strong IT knowledge combined with a dependable, responsive, and learning-oriented mindset.
• Comfort working directly with end users as a primary part of the job.
• Proven track record of delivering excellent customer service.
• Experience supporting Google Workspace and macOS in a fast-moving environment is preferred, along with Microsoft 365 and PC support.
• Prior exposure to organizations that used Slack as a primary communication tool is a plus.
• Ability to learn new systems and technical concepts quickly and independently.
• Strong relationship-building skills with internal teammates, stakeholders, and partners.
• Willingness to work outside regular business hours when required.
• Willingness to travel when needed.

Benefits

• Employer-contributed healthcare coverage.
• Generous paid time off.
• Optional 401(k) plan with company match.
• Cell phone stipend.
• Annual learning and development stipend.

Commitment to DEI

Personified supports the progressive movement, and diversity, equity, and inclusion are core to that mission. The company values a range of perspectives and is committed to building a more inclusive workplace and community.

As the organization grows, it aims to maintain a work environment that is welcoming, equitable, and inclusive for people from all backgrounds.