Client Support Specialist II

Job Title:

Client Support Specialist II

Job Summary:

The Client Support Specialist (Level II) will split time between Help Desk intake, resolving client support issues at the first and second technical levels, and working on service calls in the field. The technician will also take reservations for classroom equipment, log and assign classroom help requests and handle distribution of equipment at the Help Desk.
As scheduling permits, the technician will also work with the Endpoint Engineering group on testing and projects.
Provided the basics of Help Desk coverage are maintained, the position provides the opportunity to develop technical skills and to learn to resolve more complex problems over time.

Full Job Description:

Essential Job Responsibilities

• Provide 1st and 2nd tier support over the phone, email, walk-in, field, and remote desktop technical support under the coordination of the Associate Director of Help Desk (target 75% or greater resolution for first-contact).
• Open trouble tickets for end-users reporting various problems.
• Work with supervisor to escalate trouble tickets to 3rd tier technicians and engineers, depending on the support needs of the end-user.
• Input and maintain detailed, accurate data in trouble tickets for purposes of tracking, escalating, and reporting issues.
• Monitor and follow-up on end-user email and voicemail requests.
• Advise end-users, as appropriate, of status updates relative to individual trouble tickets, system outages, and other network-related conditions.
• Quickly identify and communicate to the appropriate parties that individual user issues may actually be indicative of a larger problem (server down, network outage, etc.).
• Resolve Level II support issues in the field.
• Identify and communicate internal support issues as part of the process to improve customer service.
• Assist the Associate Director of Help Desk in developing and maintaining support documentation and procedures.
• Participate in various projects to expand the support knowledge base and skill set.
• Assist in the training and supervision of Help Desk student assistants.
• Serve as a resource for student assistants and new technicians.
• Work with Endpoint Engineering on projects and testing as time permits. Target is about 25% of the time, although this will vary with service volume.
• Provide monthly reports to supervisor on project progress and highlighting any accomplishments or challenges.
• Other related duties as assigned.

Essential Skill Requirements

• Strong customer service skills are necessary.
• Must possess excellent interpersonal communication skills.
• 2-4 years of experience in a help desk or IT support position, or an equivalent combination of education and experience.
• Experience using a service ticketing system such as Service-Now as a technician.
• Demonstrates patience when problem-solving complex technical issues, over the phone and in person, with diverse customers.
• An energetic, self-directed, motivated, and professional individual who thrives in a fast-paced, dynamic environment.
• Team oriented.
• Possess strong organization skills.
• Must have a technical skillset to troubleshoot and resolve technical service calls. This includes knowledge (or familiarity) of the following: Windows 11, macOS (current releases), Chrome OS, Microsoft 365 (including Outlook and Teams), Google Workspace, file administration, network connectivity issues, TCP/IP troubleshooting, VPN/Remote Access issues, and endpoint security basics.
• Must possess or be able to pass the following certifications within 12 months of hire: Dell certifications for Laptop and Desktop Hardware, Apple ACMT (Apple Certified Mac Technician), and CompTIA A+.
• Able to learn and support new applications quickly.
• Must be comfortable with resolving basic telephone and network-related issues.
• Ability to interact with all levels of an organization in a professional, diplomatic and tactful manner.
• Ability to work productively in cross-functional teams or resourcefully and independently as an individual.
• Ability to work with both primary and dotted line reporting.
• Ability to lift moderately heavy equipment (e.g. Desktops Computers, Monitors, Printers, etc.)
• Work modified shifts when necessary.

Full-Time/Part-Time:

Full time

Pay Rate:

Hourly

Salary Range :

$28.08-$33.00 hourly, commensurate with experience