Client Services Technician

Onsite in Holland, OH Monday-Friday 8:30am-5:00pm

About the Company:

What started in 1989 as a family-owned video rental store grew into a trusted partner dedicated to helping libraries thrive. A single suggestion to sell VHS tapes (remember those?) to public libraries inspired our founder, John Eldred to start Midwest Tape LLC – and set our mission in motion. Fast forward to over 35 years later, we provide libraries across North America, New Zealand, and Australia with innovative products and equitable access to content. Backed by a passion for exceptional service and a deep understanding of library needs, we fuel libraries with unparalleled access to top-tier media content including physical media (audiobooks, DVDs, CDs, and read-a-longs) as well as our digital platform, Hoopla Digital. Hoopla, available on iOS, Android, and desktop, combines our decades of media expertise with modern technology to deliver an all-in-one experience for libraries and their patrons. With one of the strongest catalogs in the digital library space, Hoopla empowers libraries to reach patrons wherever they are. We proudly partner with our library partners and content providers to strengthen communities through access to educational resources and entertainment experiences. Since 1989, our commitment has remained the same: supporting libraries with solutions that make a difference because strong libraries build healthy communities.

Position Summary:

The Client Services Technician serves as a primary point of contact for employee technical support, resolving incidents and service requests, supporting device and account lifecycle needs, documenting solutions, and using approved AI tools to improve the speed, quality, and consistency of support. This position maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals. This position also documents, maintains, upgrades and/or replaces hardware and software systems.

Primary Duties and Responsibilities:

To perform this position successfully, an individual must fulfill the knowledge, skill, and/or ability requirements listed below.

• Serve as the first point of contact for employee technical support requests received by phone, email, chat, and the ticketing portal; log, categorize, prioritize, and track each ticket, and follow up with users to ensure full resolution.
• Diagnose and resolve Tier 1 and Tier 2 issues involving Windows, macOS, iOS/iPadOS, Microsoft 365, email, printing, VPN, remote access, and business applications, meeting established service level targets, and escalate complex issues to the appropriate IT team or vendor with clear documentation.
• Install, configure, image, deploy, refresh, and retire workstations, laptops, mobile devices, network printers, peripherals, and software, and maintain accurate hardware and software asset inventory, including tracking and processing returned equipment.
• Reset passwords and support multi-factor authentication in Active Directory and Okta, following security and access policies, including equipment and access setup for new hires and separations in coordination with Human Resources and hiring managers.
• Apply operating system, software, and security updates and patches, support endpoint protection and device management tools, and promptly report suspected phishing, malware, and other security incidents, following data handling and security procedures to the security team.
• Provide support for conference room technology, phone and softphone systems, and basic network connectivity issues.
• Create and maintain knowledge base articles, standard operating procedures, and how-to guides, and review ticket trends to recommend or help implement improvements, automation, and self-service content that reduce repeat requests.
• Use company-approved AI tools (for example, Microsoft Copilot or Claude) to research and troubleshoot issues, summarize ticket history, draft knowledge base articles and user communications, analyze ticket trends, and assist with scripts, always validating AI output for accuracy before use and never entering confidential or restricted data into unapproved tools, in line with company AI policy.
• Educate and coach employees on technology best practices, security awareness, and the effective and responsible use of approved AI tools.
• Participate in technology projects, rollouts, and upgrades as assigned.

Skills:

• Demonstrates a high level of attention to detail.
• Follow basic problem-solving process.
• Ability to demonstrate strong customer service and communication skills, including explaining technical concepts clearly and patiently to non-technical users.
• Writing and editing skills to update technical documentation.
• Working knowledge of Data Networks, phone systems, and cabling tools, with an understanding of core networking concepts such as TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
• Proficiency with software such as Microsoft Office, jamf, PDQ or other RMM, mobile device management and declarative device management concepts, Active Directory, group policy, PowerShell, and basic scripting.
• Working knowledge of IT service management or ticketing system (for example, Jira Service Management).
• Ability to prioritize and manage multiple tickets in a fast-paced environment, exercise sound judgment on when to resolve an issue independently and when to escalate, and work collaboratively with team members and other departments.
• Understanding of information security fundamentals, including multi-factor authentication, least-privilege access, phishing awareness, and data handling.
• Familiarity with generative AI tools, including the ability to write effective prompts, critically evaluate AI output for accuracy, and protect confidential information, and a willingness to continuously learn new technologies used in IT support.

Preferred Education Requirements:

• Bachelor's degree in computer science or related area, or equivalent work experience.
• Fluency in computers and Microsoft systems.
• Industry certifications such as CompTIA A+, CompTIA Network+, or Microsoft Modern Desktop Administrator are a plus.

Preferred Experience:

• Minimum 1+ years of experience in a help desk, service desk, or desktop support role providing ticket-based support to end users.
• Experience supporting and troubleshooting Windows and macOS environments in a business setting.
• Experience working with outside technical resources.
• Experience training others in a formal setting.

Physical Requirements / Work Environment:

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to regularly sit for extended periods of time.
• Perform repetitive motion-type tasks.
• Must be physically present for meetings, presentations, and training.
• Ability to work on-site in a team environment.

Benefits:

• Medical, dental, & vision insurance
• 401k + match
• Profit sharing
• Paid vacation and personal time
• Flex time
• 10 paid holidays
• Company performance bonus
• Holiday bonus
• Paid time to volunteer
• Parental Leave
• Training & career development opportunities

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are currently unable to sponsor employment visas. All candidates must have authorization to work in the U.S. without current or future sponsorship.