IT Client Services

Client Services - Site Administrator – Level II/III Support Roles

Responsible for addressing a range of support tasks, including help desk calls, incident resolution, technical training, and equipment maintenance for a company user base.

• Help desk calls from company user base
• Creates the initial record of the request
• Resolve all Level One end‑user problems
• Identify, evaluate and solve end‑user workstation problems
• Support and train end-users in a wide range of software applications
• Read, understand and apply complex technical information as needed
• Contact third‑party vendors for warranty service repair
• Maintain punctual and predictable attendance
• Assist site with after‑hours support needs, including on‑call rotation for all sites
• Communicate with site administration and other team members while working with minimal supervision
• Work closely to learn and share technical skills with other team members
• Lead medium‑sized projects and contribute solutions to the knowledge base
• Mentor junior level technicians with technical training
• Provide dedicated customer service skills
• Support end‑user training and documentation
• Provide one‑on‑one end‑user problem resolution over the phone for approved PC software
• Assist in creating materials for end‑user FAQs
• Conduct hardware and software inventory database maintenance and reporting
• Order, deliver, tag, set up, and assist in configuration of end‑user PC desktop hardware, software and peripherals
• Diagnose and resolve end‑user network or local printer problems, PC hardware problems, e‑mail, Internet, and network access problems
• Coordinate timely repair of PC equipment covered by third‑party vendor maintenance agreements
• Perform desktop hardware repair for PC equipment and peripherals not covered by third‑party vendor maintenance agreements
• Help install local area network cabling systems and equipment such as network interface cards, servers and switches

• Strong knowledge of current desktop and laptop operating systems and hardware
• Proficient installation and troubleshooting of Microsoft Office and other desktop applications
• Skilled network and printing troubleshooting and problem resolution
• Familiar with Terminal Services, Bomgar, Citrix, VPN, Remote Desktop and other remote access applications
• Strong reading, documentation and basic math skills
• Excellent communication skills with the ability to explain technical solutions in a user‑friendly manner
• Ability to quickly learn and adapt to new technologies and processes
• Strong ability to work with minimal supervision while coordinating with site management and other team members
• Experience mentoring and training junior technicians

• Work with minimal supervision while communicating with site management and team members to learn and share technical skills
• Identify and report site‑impacting issues to site management and direct manager

• Two years of college‑level coursework or equivalent

• 4+ years of end‑user phone support for current PC desktop and application software
• OR 4+ years of installing, upgrading, troubleshooting and repairing personal computers in a network environment

• Must be able to sit for prolonged periods in front of a computer
• Ability to perform physical activities such as lifting up to 50 lbs unassisted, bending, standing, climbing or walking
• Familiarity with Microsoft Office Suites, Microsoft Exchange Management, Microsoft Active Directory, Windows Server and Workstation OS, Dell laptops/desktops, Windows Surface, Air Watch, Web Ex, Oracle, Java, Terminal Services, Cisco CUMC, FTP, Telnet, DOS, remote access tools, endpoint security, Cisco VPN, Manage Engine Suite

• Medical, dental, vision, 401(k), Flexible Spending Account, Health Savings Account, accident benefits, life insurance, disability benefits, paid vacation & holidays
• Benefit options available one month after hire

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.