Client Services Technician

ADVOCARE, LLC; Philadelphia (Philadelphia County); On-site; USD 60,000 - 80,000; Full time

Job summary

Advocare LLC in Philadelphia is seeking a Client Services Technician to deliver first-line IT support and user guidance in a demanding enterprise environment. You will resolve incidents, maintain hardware and networks, and ensure service delivery with strong customer service.

The role requires 5+ years of client/device support, Office proficiency, and ITIL familiarity. Expect office-based hours, some travel to NJ/DE locations, and adherence to SLAs while collaborating with leadership.

Qualifications

• 5+ years experience with client user and device support.
• Experience with Microsoft Office (Word, Excel and PowerPoint).
• ITIL certification preferred or willing to obtain within first year.

Responsibilities

• Provide technical support for Advocare LLC IT infrastructure.
• Perform routine IT hardware maintenance.
• Troubleshoot and remediate network outages and performance issues.
• Follow procedures for network resource administration and disaster recovery.
• Perform system backups and recovery of network infrastructure.
• Monitor network performance and provide reports.
• Provide operational break-fix support meeting SLAs.
• Go Live Support for hardware implementations.
• Travel to Advocare locations as required.

Skills

Hardware troubleshooting

Software troubleshooting

Networking

Customer service

Verbal and written communication

Professionalism and confidentiality

Relationship building

Education

ITIL certification (or willingness to obtain)

Microsoft Office proficiency

Tools

Microsoft Office

Job description

Description

Summary/Objective

As a Client Services Technician, you will provide a wide range of user guidance and first level support by assisting with incident resolution and service delivery while providing first class customer service in a demanding Enterprise level environment.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide technical support for Advocare LLC IT infrastructure, including resolving technical issues, diagnosing problems, and providing ongoing technical assistance.
• Perform routine IT Hardware maintenance
• Troubleshoot and remediate network outages and performance related issues
• Follow procedures and associated training plans for network resource administration, appropriate use, and disaster recovery
• Perform system backups and recovery of network infrastructure
• Monitor and test network performance and provide network performance statistics and reports
• Provide operational break-fix support for IT infrastructure, meeting established SLAs
• Recommend, schedule, and perform IT hardware improvements, upgrades, and repairs
• Provide technical recommendations to senior leadership
• Perform Care Center IT Hardware implementation tasks and Go Live Support
• Other duties as assigned

Required Competencies (Knowledge, Skills and Abilities)

The requirements listed below are representative of the knowledge, skills and abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Excellent hardware troubleshooting skills
• Excellent software troubleshooting skills
• Understanding of computer networks.
• Excellent customer service skills.
• Effective verbal and written communication skills.
• Demonstrates professionalism, confidentiality, and diplomacy and can serve a wide range of employees with equity and tact. Critical Evaluation.
• Ability to establish and maintain effective working relationships with a diverse group of people at all levels of the organization.
• Commitment to excellence and high standards
• Detail oriented with strong follow-up initiative
• Versatility, flexibility and a willingness to work within constantly changing priorities with enthusiasm.
• Have current ITIL certification or be willing to obtain such certification during your first year of employment. Training and testing costs will be provided.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee will need to be able to lift 50 pounds without assistance.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5:30 p.m.

Travel

This position is expected to travel to Advocare locations, including our corporate office and our care centers located throughout NJ, DE, and Southeast PA. Travel expenses are reimbursed.

Required Education and Experience

• 5+ years experience with client user and device support
• Experience with Microsoft Office (Word, Excel and PowerPoint).

Preferred Education and Experience

• Industry certification, such as A+ or MCP