Client Support Technician

RESPONSIBILITIES

The Client Support Technician position is responsible for answering calls, logging of incidents in the ticketing system, and providing the customers with rapid and accurate answers and information. This will require the individual to possess an IT background, so he or she can assist customers in troubleshooting and resolving problems. The ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position, as are excellent written and verbal communication skills. The ability to adapt well to diverse environments and work collaboratively in a dynamic team setting.

• Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs.
• Creates, updates and closes out help desk tickets - Familiarity with Remedy ticketing system is preferred
• Works with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalation
• Maintains required documentation of Tier 1 processes and SOPs
• Deployment, configuration and troubleshooting of Windows 10 SDC
• Knowledge of common protocols and basic Network Troubleshooting
• Support SDC applications such as Web Browsers, Adobe, ActivClient, Microsoft Office products and other software
• Familiarity with PKI elements - supporting Tier I items such as smart cards and user certificates
• Fundamental knowledge of enterprise network infrastructure and the ability to troubleshoot common connectivity issues
• Perform unit Information Assurance Officer (IAO) duties to include