Job Title: IT Client Support Specialist

About the Position:

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 complex operating offers. An individual 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. An IT Client Support Technician ensures workstations are compliant with organization policies and security standards.

Responsibilities:

1. Provide professional support to end users with support, questions and problems they are experiencing with their desktop or workstation as related to software or hardware technology and provide appropriate follow up to ensure clients’ technical issues have been resolved to their satisfaction; may train end users in the use of software, hardware or telephone systems.

2. 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.

3. 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.

4. Perform basic network administration activities, including monitoring local area networks and servers throughout the campus, and reporting or escalating issues to the network and desktop engineering or corporate support team; replace, move and/install printers or other peripheral devices as required.

5. Perform systems backups to ensure data integrity and preservation of information.

6. Assist in the support, installation, configuration and maintenance of macOS X and Microsoft based multi-user operating systems.

7. Assist corporate IT in providing end user access and authorization to various systems to maintain the appropriate security measures.

8. Participate in meetings with corporate IT to ensure that information technology functions are communicated and disseminated to the appropriate site/division personnel.

9. Perform other duties as assigned or apparent.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES:

• High School diploma or GED

• 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

• CompTIA A , OR Microsoft Certified Desktop Support Technician certification

PREFERRED KNOWLEDGE, SKILLS AND ABILITIES:

• Associate’s Degree in computer engineering or relative field

• 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