Client Support TechnicianJob ID 0819201 Date posted 11/28/2018
Business Unit Summary
Experienced end user support technician providing direct client support in maintaining equipment and software used in the computing environment and able to resolve nearly all client problems. Performs physical on-site assistance and participates in migrations and rollouts.
A Day in the Life
- Partnering with the business areas, determines what hardware and software will meet the functional requirements of the client, recommends when and how to upgrade, tests and implements solutions for the end-user environment. Documents, maintains and enhances work processes and standards for the business area’s technology needs.
- Supports client issues 24x 7 through on call rotation and through escalation from junior team members for hardware and software support. Makes judgment calls to replace or repair equipment, working with vendors on solutions, and working with other teams to implement new solutions. This includes restoration of service, providing end-user training, and any coordination of warranty repair through 3rd party vendors.
- Responsible for information technology planning, design, implementation and support of on-site or remote special event activities on request, may include supervisory responsibility for external contractors at the site.
- Supports and maintains the end user environment. This may include configuring new hardware, reviewing and addressing virus alerts, installing and troubleshooting software including patches, and performing tests.
- Documents, maintains and enhances work processes and standards in the area, including documenting procedures for troubleshooting and incident resolution/solution. Ensures compliance with relevant policies and regulations, and escalates any concerns as appropriate. May track trending of issues and escalate, as appropriate.
- Installs, supports, and retires hardware (e.g., desktops, laptops, thin clients, monitors, mobile devices, printers). Installs and maintains related software, and wipes data prior to destruction or reissue. Plans for and performs facility moves, including coordinating appropriate resources like vendors, IT team members, facilities team members, etc
- Coaches and supports the development of more junior team members.
- Assessing and resolving nearly all standard and many non-standard more complex problems, including those escalated by more junior team members.
- Troubleshooting user problems requiring a seasoned understanding of the IT technical environment; assessing the entire environment, including issues of compatibility and inter-operability.
- Maintaining composure and a professional manner at all times, including in stressful situations with clients.
- Provides direct support to executive management.
- Is courteous and tactful at all times with clients and IT colleagues. Diffuses problem situations effectively. Is always seen by clients as professional and helpful.
- Probes clients effectively to determine the actual nature or underlying cause of a user problem.
- Works to assess the client’s comfort level with technology, and potentially manage their anxiety and stress.
- Has strong orientation towards client service.
- Operates effectively as part of a larger team and manages own work.
- May be accountable to resolve a task or assignment as part of a larger initiative or project, which may require directing internal resources and/or vendors.
- Receives limited direction, work in progress is reviewed periodically.
- Supports the development of appropriate work procedures or approaches to address and/or escalate problems.
- Sets his/her own priorities based on established service level agreements.
- May provide work direction to junior team members, explaining which approach to use.