As a member of the Client Services team, an IT Client Services Technician will provide IT support to all end users. In this position, staff will be tasked with fielding all incoming support requests,prioritizing and assigning requests to the appropriate party as needed, and ensuring that requests are addressed in a timely manner. The person in this position will be part of a team that staffs our onsite support team that services for our end users.
RESPONSIBILITIES
Provide onsite support 5 days a week
Manage Tier 1 support requests via emails, Slack and Jira/ServiceNow Service Desk tickets
Manage, work, and track tickets in ticketing systems
Manage escalations to other IT staff
Identify and report support trends
Create, manage, and troubleshoot accounts and access via Active Directory
QUALIFICATIONS
1-3 years of experience in a similar IT Support role
Analytical and problem-solving skills to troubleshoot and diagnose issues
Demonstrated written communication skills to create useful support logs
Time management skills to provide updates and fixes within a promised time frame
Multitasking skills to assist multiple employees at once
Observational skills to recognize warning signs that indicate potential problems
Customer service skills to interact professionally and positively with employees and coworkers
High-level knowledge of commonly used software, hardware and applications
Experience with Active Directory, Google Workspace products, or similar platforms
Basic networking knowledge and troubleshooting skills (VPN, DHCP, DNS)
Windows, Ubuntu, and macOS troubleshooting experience preferred
Experience with Jira/ServiceNow / Confluence or similar ticketing and wiki services preferred
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