IT Client Support Specialist

An IT Client Support Technician provides professional support for end users of personal computers and their associated networks, hardware, software or peripherals, and troubleshoots, diagnoses and resolves moderately complex operations. An individual provides technical assistance with computer systems, hardware, and software by responding to email, chat or phone queries from internal customers, and installs and configures software or hardware updates or patches. In addition, an IT Client Support Technician evaluates and resolves network connectivity or communication systems issues. An individual develops and maintains documentation related to workstations and/or applications and ensures workstations are compliant with organization policies and security standards., 1. Provide professional support, quick resolution and excellent customer service, via phone, chat, or email, to end users needing technical assistance with questions and/or problems they are experiencing with their desktop or workstation as related to software or hardware technology; may train end users in the use of software, hardware or telephone systems.

1. Install, configure or re-configure PC, Apple, and device hardware and software as requested or apparent, including any required moving of physical equipment, including printers and/or installing cable; may also maintain an adequate spare parts inventory of systems, subsystems and component parts used for repair work.
2. Prepare progress reports on worked performed, including documentation of installation procedures and tracking of customer service levels, to ensure that daily activity is captured correctly for historical purposes. Maintain technical documentation and service catalog on the installation of software, configuration of hardware and problem troubleshooting via knowledge base.
3. Perform basic network administration activities, including monitoring local area networks and servers throughout the campus, and reporting problems or escalating issues to the network and desktop engineering or corporate support team; replace, move and/install printers or other peripheral devices as required.
4. Keep a record of problems and their resolution via IT Service Management tool; perform systems backups to ensure data integrity and preservation of information.
5. Assist in the support, installation, configuration and maintenance of macOS X and Microsoft based multi-user operating systems, test/validate fixes to ensure the problem has been adequately resolved and follow-up with customers.
6. Assist Technology Agile Teams in providing end user access and authorization to various systems to maintain the appropriate security measures.
7. Provide needed information on IT products or services to ensure that information technology functions are communicated and disseminated to the appropriate site/division personnel.
8. Perform other duties as assigned or apparent.

NOTE: The Primary Accountabilities above are intended to describe the general content and requirements of the position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the Primary Accountabilities listed above. Specific goals or responsibilities will be documented in incumbents’ performance objectives as outlined by the incumbents’ immediate manager.

Travel Less than 10%

Do you have experience in Telecommunications headsets?, Do you have a High school diploma or GED?, Minimum Education and Related Work Experience

• High School diploma or GED and
• Two years of personal computer technical experience, including the ability to perform basic PC and Apple software and hardware troubleshooting, and a proven ability to offer high-level desktop support in an enterprise environment

Additional Qualifications

• Associate’s Degree in computer engineering or relative field
• CompTIA A+, OR Microsoft Certified Desktop Support Technician certification
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Good understanding of IT Service provision in a medium to large organization and its impact on a wide and diverse user base
• Experience with Help Desk management systems, such as ServiceNow and JIRA
• Knowledge of Desktop Systems Hardware, Desktop Operating Systems and Applications
• Knowledge of ITIL Service Desk, Incident and Problem Management
• Proven knowledge and skills for Active Directory, Microsoft Office 365, Antivirus, Virtual Desktops, Web-based Application and Services, macOS X and Apple devices troubleshooting, SaaS connectivity and troubleshooting
• Successful completion of one or more courses in core Microsoft Technologies (MCDST (Microsoft-certified desktop support technician), MCSE (Microsoft Certified Solutions Expert), or MCP (Microsoft Certified Professional))
• Proven knowledge and understanding of the basic technical aspects of telecommunication equipment and transmissions
• Documentation skills and knowledge of software necessary to maintain and communicate knowledge base articles
• Customer service orientation and the ability to work on multiple tasks
• Able to follow oral and written direction as they relate to the functions described above
• Able to interact effectively with end users to determine hardware and/or software issues
• Able to prioritize and perform multiple tasks simultaneously
• Able to relay moderately complex technical information to a non-technical individual and the ability to interact effectively with end users to determine hardware and/or software issues as described above, This is a virtual position. Except for in-person events arranged or approved by department leadership, all work must be completed from your home or an approved location that meets all requirements for a virtual work location. Incumbent must have the ability to use a telephone or headset equipment and be able to perform work at a computer terminal for up to ten hours a day. While performing the duties of this job, the incumbent is regularly required to communicate with others and detect or exchange information or ideas. The incumbent may be required to perform functions which require the manual operation of general office equipment. Reasonable accommodations are available to qualified individuals with disabilities.

$21 - $25 an hour - Full-time, Contract