About Waycrosse
Established over 60 years ago, Waycrosse, Inc. is a single-family office based in Wayzata, MN. Waycrosse provides comprehensive wealth management services including: facilitating legal services, tax, insurance, and investments. We are passionate about being a most trusted partner to our clients and we look to hire individuals who can deliver outstanding service with the utmost confidentiality. We are proud to foster an inclusive workplace culture. We strive to attract, develop, and retain top caliber talent through competitive rewards, while ensuring alignment with our values and the achievement of our mission.
General Overview
The Client Technology Support Specialist (CTSS) is a key member of the technology services team, providing both first line and advanced technical support to Waycrosse clients. This role ensures seamless operation of personal and enterprise technology systems, resolves technical issues efficiently, and delivers exceptional client service. The position requires strong troubleshooting skills, proactive communication, and a commitment to maintaining privacy and security standards. The ideal candidate is customer-focused, highly organized, and able to manage multiple priorities in a fast-paced environment.
Key Responsibilities
Client-Facing & Customer Service
- Serve as the initial and escalation point of contact for technology issues via phone, email, or chat.
- Provide premium support for client personal technology (laptops, mobile devices, connectivity).
- Deliver best-practice guidance on security, fraud prevention, and ransomware mitigation.
- Maintain professionalism and empathy in all client interactions.
- Communicate technical information clearly to non-technical users.
Technical Support & Troubleshooting
- Maintain accurate logs of issues and resolutions.
- Diagnose and resolve hardware, software, and network problems, including Wi-Fi, 802.1x, and TCP/IP configurations.
- Perform remote troubleshooting using diagnostic tools; escalate unresolved issues as needed.
- Assist clients with computer, tablet, mobile device, network, and peripheral setup, configuration, and hardware/software installations.
- Assist clients with password resets, user account creation, and permission changes for personal and Waycrosse applications.
- Provide advanced support for Microsoft 365 services.
Security & Compliance
- Ensure adherence to enterprise IT security policies.
- Provide cybersecurity and technology education and best practices for clients.
- Support initiatives for data protection and secure access management.
- Develop and update self-help documentation and knowledge base articles for clients.
Collaboration & Continuous Improvement
- Work closely with IT team members and external partners to deliver exceptional technology services, security, and support.
- Identify gaps in automation and tooling; recommend improvements for efficiency.
- Participate in off-hour support rotations as needed.
- Proactively identify opportunities to enhance client experience and communicate recommendations to leadership.
Key Qualifications
- Bachelor’s degree in information technology or related field.
- 5+ years’ experience end-user technical support experience, including executive-level support.
- Certifications in CompTIA A+, IT Help/Service Desk, Microsoft IT Support, Apple Support, or HDI Support Center Analyst preferred.
- Strong knowledge of computer systems, hardware, and software troubleshooting.
- Proficiency with Windows OS, Microsoft Office Suite, Microsoft 365 administration, and Apple OSX/iOS.
- Familiarity with LAN/WAN, wireless networking, and TCP/IP troubleshooting.
- Experience with remote support tools (e.g. LogMein, ConnectWise)
- General understanding of cybersecurity best practices and IT Security Policies.
- Excellent communication, customer service, and interpersonal skills.
- Strong problem-solving, analytical, and time management abilities.
- Ability to work independently, manage multiple priorities, and remain calm under pressure.
- Willingness to travel to client sites and provide on-call services as scheduled.
- Curious, goal oriented, and initiative-taking with a passion for leading transformative change.
- Excellent written and oral communication skills; comfortable communicating and supporting both non-technical and technical audiences.
- Ability to maintain a prominent level of integrity and discretion managing confidential information.
Working Conditions
The physical working conditions of this position include an office environment where sitting and working on a computer for extended periods of time are common. Requires the ability to lift up to 25 pounds.
Hybrid Work Environment
We operate a hybrid work environment. Employees are required to be in the office on Wednesdays and a minimum of two other days per week, for a total of three days in office and two days remote. This work arrangement is subject to change at the discretion of Waycrosse.
Benefits Overview
Waycrosse, Inc. provides employees with a comprehensive benefit program including but not limited to medical, dental, life, vision, retirement (401K), and disability plans