IT Client Support Specialist (EAS-19)

Job Description

FUNCTIONAL PURPOSE:

Provides end user technical support, troubleshooting and deployment of computer systems, hardware, software, and networks. Provides support for teleconferencing systems, IP telephony systems and systems that support remote work activities. Identifies hardware and software issues and applies the appropriate resolutions.

DUTIES AND RESPONSIBILITIES:

• Provides end-user support including the installation, maintenance, security, and troubleshooting of hardware, software and telecommunication systems. Ensures the continuous and efficient operation of computer and telecommunications systems.
• Responds to trouble tickets and requests in a timely manner. Documents all issue resolutions through trouble ticket tracking system. Escalates complex issues to the supervisor and keeps the supervisor abreast of progress.
• Provides appropriate computer and telecommunication assets (e.g., hardware, software) to end users to ensure customer needs are met; ensures appropriate allocation of assets based on user requirements and business needs.
• Coordinates IT deployments within an assigned office and determines the end user's hardware and software requirements. Prepare existing and new hardware for deployment. Ensures standardization of configurations and provides hardware and software updates.
• Researches industry best practices, trends, and insights used in providing technology support and equipment to end users.

REQUIREMENTS:

• Ability to communicate orally and in writing at a level sufficient to provide technical information to non-technical people and to maintain contact with vendors and centralized support groups.
• Knowledge of basic security principles (anti-virus/anti- spam/firewall/patching/network access).
• Ability to troubleshoot and provide technical support for computer and telephone systems and related peripheral equipment.
• Knowledge of desktop and laptop computers and related peripheral equipment.
• Ability to use information systems to manage trouble tickets, requests, and control inventory.
• Ability to configure hardware and software to maintain standard system designs.
• Ability to use office product suites including cloud applications (i.e., Word, Excel, PowerPoint, Outlook, Teams, etc.).