Client Engineer II

Summary of Purpose:

The Client Engineer is responsible for providing proactive technical support to INPO employees and other IT department personnel as well as Service Desk first-level support and system administration. The Client Engineer will be responsible for some datacenter and cloud operation platforms. Performs analysis and provides hardware and software recommendations to leadership. Additionally, this person may perform miscellaneous technical special projects as assigned by department management. Additional duties may include installing and configuring computer systems, diagnosing hardware and software issues and providing general operating support to ensure organizational efficiency. This person will identify issues and develop unique solutions for customers. This person will be a resource for information gathering and decision making.

Essential Functions

• Resolves customer technical support issues and acts as a point of escalation for difficult, advanced technical support issues
• Acts as system administrator for ServiceNow
• Responsible for ID management, including active directory user creation and maintenance
• Assists team members in resolving tickets and troubleshooting
• Manages hardware and software according to INPO standards
• Provides key support for all major systems changes that impact customers
• Responsible for analysis of customer technical support needs, determining trends to prevent recurring issues
• Develops strong relationships with customers
• Interacts productively with customers and understands their goals
• Provides technical support for projects as needed in order to upgrade to new and/or improved equipment and procedures
• Works directly with internal and external customers to resolve second level problems
• Provides input to the budget and planning process for the acquisition of hardware and software
• Provides support to both the Service Desk, AV/Telecom, and Data Center and Cloud Operations team
• Performs other duties as assigned

Knowledge, Skills and Abilities

• Demonstrates strong knowledge of the relevant specialty area, independently applying concepts and principles to solve problems and contribute to projects
• Ability to communicate complex information in a clear, understandable, and influential manner to stakeholders
• Ability to lead and work collaboratively with diverse teams to achieve common goals, while mentoring team members
• Demonstrates advanced planning, organizational, and time management skills, leading projects, guiding team members, and driving strategic initiatives to achieve organizational goals
• Strong ability to conduct research, gather information, and stay current with industry trends and best practices
• Strong ability to analyze data, trends, and complex problems to problem solve within relevant specialty area
• Consistent, demonstrated ability to seek out and learn from feedback, coaching, and new experiences. Adapts effectively to new challenges and independently applies learnings to improve performance and outcomes
• Ability to assist in bringing different teams together to brainstorm and share ideas, fostering a collaborative environment. Develop strong communication skills to effectively convey ideas and facilitate discussions. Contribute to cross-functional projects, ensuring alignment and synergy among diverse teams
• Ability to work and maintain confidentiality of highly sensitive/private information

Education, Licenses, and Certifications

Required

• High School Diploma or GED

Preferred

• Bachelor's degree with major coursework in computer science, information systems, or a closely related field
• ServiceNow Administrator Certification
• Medium-level PC Certification
• ITIL Certification

Experience

Required

• Three or more years of professional work experience
• One or more year of experience of service desk experience with Microsoft client operating systems and the Office product suite

Preferred

• Three or more years of service desk experience
• Four or more years of experience with client technology transitions
• Three or more years of Office 365 experience
• Three or more years of Microsoft AD/Entra experience

Additional Requirements

Work Context

• Must be able to work prolonged periods sitting at a desk and working on a computer
• Works under minimal supervision
• Must be able to sit, stand, walk, stoop, kneel, crouch, climb, and crawl
• Must be able to lift 25 pounds
• Must have a US state or territory issued Real ID compliant driver’s license or identification card

Behaviors and Assessments/Additional Requirements

• All INPO employees are expected to abide by behavioral expectations as outlined in INPO’s Core Values, Team Effectiveness Attributes, and Leadership Effectiveness Attributes
• Employment is dependent upon successfully completing a pre-employment background check and drug and alcohol test
• This position may require obtaining unescorted access status
• This position requires direct or indirect access to certain export-controlled technology, for which INPO may be required to obtain an export license in accordance with applicable U.S. export control laws and regulations. If an export license is required, any offer of employment at INPO for this position is contingent upon receipt of the export license or authorization