Senior Client Support Services Specialist

Keep CHA Connected, Efficient, and Future Ready Through Leadership, Process Excellence, and Smart Automation

CHA Consulting, Inc. is seeking a Senior Client Support Services Specialist to join our IT Client Support Services Team. This role goes beyond traditional help desk support, providing regional ownership, process leadership, and continuous improvement across IT support operations.

This position is ideal for an experienced IT support professional that wants to balance two equally important responsibilities: staying sharp as an individual contributor, fostering the performance growth of those in the team and being introduced to other leadership skills.

Advanced Technical Support

A senior technician who owns a region, handles the hard escalations and stays in the queue doing real support work - just at a higher level of ownership and accountability than a standard technician
• Lead resolution of complex hardware, software, network, and application issues across Windows environments, Microsoft 365, and enterprise applications
• Support and administer core business software platforms, collaborating with application owners as needed
• Oversee and perform advanced device provisioning, configuration, and lifecycle management
• Support office expansions, technology refreshes, and special initiatives with minimal disruption to business operations

Leadership & Regional Ownership

• Act as a senior escalation point for complex technical issues, mentoring and guiding Client Support Services team members
• Own IT supports quality and end-user satisfaction for assigned offices
• Partner with IT leadership to identify risks, capacity constraints, and improvement opportunities within client support operations

Process Improvement & Documentation

• Analyze support workflows to identify inefficiencies and opportunities for standardization, automation, and selfservice
• Review current processes and recommend improvements that improve response times, reduce recurring issues, and enhance the enduser experience
• Leverage automation tools, scripts, and AIenabled solutions to optimize ticket routing, resolution, documentation, and reporting
• Maintain documentation, SOPs, and knowledge articles to enable scale and consistency
• Keep documentation current for communal client support use AI, Automation & Software Administration
• Assist with administration and support of IT service management (ITSM) tools, endpoint management platforms, and collaboration tools
• Support AIpowered solutions such as Copilot, intelligent knowledge bases, automated workflows, or virtual agents where applicable
• Participate in pilots and rollouts of automation or AI initiatives aligned with IT strategy

• Associates' degree in Information Technology, Computer Science, or a related field required; Bachelor's degree highly preferred
• A minimum of 7 years of progressive experience in IT support, service desk, or client services roles
• Strong experience supporting Microsoft Windows, Microsoft 365, and enterprise desktop environments
• Proven ability to independently manage responsibilities and serve as a trusted technical resource
• Excellent communication skills with the ability to explain technical concepts to non-technical users
• Valid driver's license with the ability to travel to multiple offices for multiple days
• Experience supporting engineering or AEC software (e.g., AutoCAD, MicroStation) preferred
• Experience with IT process improvement, automation, or service optimization initiatives preferred
• Familiarity with ITSM platforms, endpoint management tools, or identity and access management preferred
• Exposure to AI enabled tools or software automation platforms preferred
• Microsoft or other relevant technical certifications highly preferred

• Be a trusted technology partner, supporting teams and solving problems that make a real impact every day
• Work with a collaborative IT team that values reliability, responsiveness, and continuous learning
• Grow your technical skillset through exposure to a wide range of systems, software, and infrastructure projects

$30.28 - $37.01

Salary is based on a variety of factors, including, but not limited to, qualifications, experience, education, licenses, specialty, training, and fair market evaluation based on industry standards.

At CHA, we work every day to create solutions, help people, and improve our world, committed to creating and fostering excellence in our diverse and highly talented teams. Our teams continually strive to find better ways - always searching, never settling - to achieve extraordinary results. Our values around hiring, training, and community engagement reflect a company culture that is inclusive and forward leaning, always pushing the limits of what is possible.

We as an organization celebrate the values of inclusion and equality, and advocate for the full participation of all people in an environment free of discrimination. To support these values, we invite all qualified applicants to be considered for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, age, disability, protected veteran status, or any other characteristic protected by law.

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