Job Specifications
Overview
The IT Client Support Technician provides professional technical support to end users for personal computers, networks, hardware, software, and related peripherals. This role is responsible for troubleshooting, diagnosing, and resolving moderately complex technical issues while delivering a high level of customer service.
What You’ll Do
Deliver timely, professional technical support and excellent customer service to end users experiencing hardware or software issues.
Troubleshoot, diagnose, and resolve desktop and workstation problems related to PC, macOS, and peripheral devices.
Install, configure, and reconfigure hardware and software, including PCs, Apple devices, printers, and related equipment. This may include moving equipment and installing cabling as needed.
Maintain appropriate spare parts inventory for repair and replacement activities.
Document service requests, resolutions, and daily activities in the IT Service Management (ITSM) system to ensure accurate service tracking and historical records.
Develop and maintain technical documentation and knowledge base articles related to installations, configurations, and troubleshooting procedures.
Perform basic network administration tasks, including monitoring local area networks and servers, identifying issues, and escalating when appropriate.
Replace, relocate, and install printers and other peripheral devices as required.
Perform system backups to ensure data integrity and preservation of information.
Support the installation, configuration, and maintenance of macOS and Microsoft-based multi-user operating systems. Test and validate solutions to ensure full resolution and follow up with users as needed.
Assist with user access provisioning and authorization to maintain appropriate security controls.
Communicate information about IT products, services, and updates to appropriate stakeholders.
Perform additional duties as assigned.
Minimum Education and Experience
High school diploma or GED
Two (2) years of hands-on technical support experience, including:
PC and macOS hardware and software troubleshooting
Desktop support experience in an enterprise environment
Preferred Qualifications
Associate’s degree in Computer Engineering or related field
CompTIA A+ or Microsoft Certified Desktop Support Technician (MCDST) certification
Coursework or certifications in Microsoft technologies (e.g., MCSE, MCP)
Technical Skills & Knowledge
Desktop hardware systems, operating systems, and applications
Active Directory
Microsoft 365
Antivirus platforms
Virtual desktop environments
Web-based applications and SaaS connectivity
macOS and Apple device troubleshooting
ITIL Service Desk, Incident, and Problem Management practices
Help desk management systems (e.g., ServiceNow, JIRA)
Basic telecommunications equipment and transmission concepts
Knowledge base documentation tools and processes
Experience:
Technical support: 2 years (Required)
License/Certification:
CompTIA A+ (Preferred)
About the Company
The Intersect Group is a nationwide staffing company specializing in Information Technology, Accounting, and Finance. We offer tailored solutions to address your critical personnel needs through contract, contract-to-hire, and direct hire services.
We believe building relationships first is the key to creating shared success with our Colleagues, Clients, Consultants, Candidates, and our Community. We are driven to serve all of those we are privileged to work alongside and understand establishing and maintaining trust is the...
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