Client Engineer II

Other

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Technical Tools

Other

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

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

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

~1 min read

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

~1 min read

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

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