Client Support Assistant

Position Purpose:

The Client Support Assistant provides on-site and remote end-user support and troubleshooting of issues related to end-user information technology assets. The Client Support Assistant is responsible for providing technical assistance and troubleshooting for end-user IT assets. Support includes responding to inbound inquiries, resolving issues, and escalating problems as necessary.

Essential Duties and Responsibilities:

• Respond to inbound calls and monitor ticketing system, ask relevant questions to diagnose issues, and perform troubleshooting.
• Research and implement informed solutions with aid from a knowledge base. Consult with colleagues as needed.
• Escalate trouble tickets to higher-level support when necessary.
• Working on short-term projects to offer customized support for existing or new products or software.
• Coordinating with employees to schedule meetings, remote sessions, and services.

Required Knowledge, Skills & Abilities:

• Ability to work with and troubleshoot Windows 10/11 systems
• Working knowledge of computer hardware and drivers
• Competency in standard Microsoft Office365 applications such as Excel, Word, and PowerPoint, including Office 365 and Teams
• Experience in operating and maintaining desktop/laptop computers, scanners, printers, Teams Room Systems, and other IT-related equipment.
• High level of attention to detail
• Proficiency in written and oral communication to allow for efficient and effective exchanges with users, coworkers, and to produce quality written products.
• Ability to manage multiple tasks simultaneously and adapt to changes.
• Familiarity with Microsoft Active Directory to change passwords, setup new users by following an SOP, add/removing users from security groups, and giving permissions to folders based on SOP.

Education/Experience:

• Associate's Degree in Information Technology, Computer Science, or a related field is required. Two years professional experience working in an IT-related role may be substituted in lieu of a degree.

Certificates and Licenses:

None required.

Clearance:

None required. This position requires that the candidate be able to complete a successful background screening.

Supervisory Responsibilities:

None.

Working Conditions/ Equipment:

This position is a M-F 40-hour/week position in an office environment. Specific scheduled start time will be established by the Supervisor. Due to the nature of the position, strict adherence to scheduled work hours is a firm requirement. Deviations from scheduled work hours must be preauthorized by the Supervisor. Incumbent may be required to work overtime or adjust start and stop times to meet company requirements. Must be able to lift/carry IT equipment on a daily/weekly basis; and must be able to sit for long durations in front of a computer. May have occasional contact with lab materials.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.