Client & Service Desk Technician II

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Provide timely responses to client inquiries via telephone, email, and chat.

• Oversee and address the Client Services ticket queue, email inbox, voicemail, and phone extension queries.

• Handle a significant volume of client inquiries with professionalism.

• Acquire knowledge of ECRI products to effectively assist with client questions.

• Facilitate complex product rollouts for both internal and external clients.

• Troubleshoot advanced laptop/desktop, software, and network support requests.

• Create operating system images on both current and new end-user hardware in collaboration with Infrastructure Operations.

• Debug and manage scripts for automating deployments, installations, and updates.

• Package and deploy operating system upgrades, ECRI software, and application updates using Microsoft Intune.

• Document and resolve end-user issues in the Service Desk ticketing system; handle escalated tickets and contribute to root cause analysis.

• Administer user accounts and organizational units in Active Directory/Entra.

• Troubleshoot and manage group policies for workstations and users.

• Execute and maintain Windows update compliance reporting.

• Ensure desktop backups and file synchronization are maintained.

• Assist in the design and creation of Microsoft Power Apps.

• Oversee endpoint and data migrations to new hardware.

• Maintain an inventory of hardware and software.

• Manage small projects and provide weekly/monthly updates to management.

• Support routine telephone, fax, and voicemail operations and troubleshooting.

• Develop and deliver in-house application training.

• Provide routine technical support and software installations for specialized corporate applications.

• Participate in rotational on-call duties.

• Offer routine technical support at ECRI’s domestic US facilities.

• Carry out other assigned responsibilities.

⛳️ Requirements

• Minimum of 3 years of practical IT experience supporting corporate end users with Windows and Mac hardware, operating systems, and software preferred.

• Familiarity with Microsoft Office 365 solutions, including Teams, Office, and Outlook.

• Strong communication skills with the ability to learn from others and adhere to standards.

• Previous customer service support experience for both internal and external users.

• Experience with a corporate ticketing system is preferred.

• Knowledge of Active Directory/Entra user and group management is preferred.

• An Associate/Bachelor's degree is preferred but not mandatory; relevant on-the-job experience may be considered equivalent.

• Proficient in Microsoft Office 365 Suite, Windows 10, macOS, and basic networking.

• Required practical experience with help desk software, such as HubSpot, and CRM software.

• Experience with Jira or a comparable ticketing system is preferred.

• Microsoft Certifications are preferred but not essential.

• Capability to remain stationary at a desk or fixed workspace for the majority of the workday.

• Ability to use standard office equipment, including a laptop, keyboard, mouse, webcam, and phone.

• Effective communication of information and ideas in both written and verbal formats.

🏝️ Benefits

• Comprehensive healthcare benefits: Medical, dental, vision, life insurance, disability coverage, critical illness insurance, and more.

• Employer-matched Retirement Savings Plan.

• Employee groups fostering belonging, learning, growth, and colleague support.

• 16 paid hours annually through ECRI Cares to volunteer with approved charities.

• Paid time off.

• Paid holidays.

• Tuition reimbursement.

• A variety of additional ancillary benefits.