Client Services Job Notes Full Time NEW

About the Role:

Forefront Ventures is seeking an End-User Experience Technician to support one of our operating companies delivering managed IT services. This role is responsible for providing responsive, professional support to end users across a variety of environments, ensuring technology works smoothly and reliably for every client interaction. You’ll work on-site at our Hiawatha office and occasionally at client locations to assist with device deployments, troubleshooting, and user satisfaction initiatives.

Who We Are:

Our organization delivers IT services with a focus on security, performance, and customer experience. We provide desktop support, cybersecurity, and systems administration for clients in industries where precision and dependability matter most. Our team blends technical expertise with a strong service mindset, and we’re looking for professionals who take pride in solving problems and creating a smooth experience for end users

Key Responsibilities:

• Expedite and escalate support requests to the appropriate internal teams to ensure timely resolution
• Provide desktop, laptop, and mobile device support (primarily Windows 10/11)
• Troubleshoot and resolve software, hardware, network, and peripheral issues
• Set up and configure new user environments, including accounts, PCs, and security settings (e.g., MFA)
• Perform routine maintenance to keep endpoints secure and performing optimally, including health checks and patch management
• Support business applications (Office 365, VoIP tools, endpoint security software, etc.), and assist with hardware/software inventory tracking for compliance and lifecycle planning
• Maintain clear and thorough documentation in ticketing systems and knowledge bases, and assist with internal quality control efforts
• Escalate complex issues to server/network teams as needed while ensuring user satisfaction and conducting follow-ups with end users
• Assist with equipment deployments, hardware lifecycle processes, and on-site visits, including client site dispatches for upgrades, walkthroughs, post-deployment verification, and virtual hands for other teams
• Monitor for recurring problems and proactively address root causes, including tracking and responding to system alerts or endpoint protection dashboards
• Collaborate with technical teams and leadership to improve service delivery, and participate in client onboarding sessions to support technology orientation

Qualifications:

• 1–3 years in an IT support or helpdesk role; MSP or multi-client experience is a plus
• Familiarity with Windows desktop environments, Office 365, and remote support tools
• Excellent written and verbal communication skills with a focus on user empathy
• Strong technical troubleshooting, organization, and follow-through
• Experience with ticketing systems (e.g., ServiceDesk Plus MSP) and documentation practices
• Exposure to tools like ESET, BookStack, and GetScreen is a bonus
• Basic understanding of Active Directory, networking concepts, and endpoint security is preferred
• Valid driver’s license and reliable transportation for occasional client travel