Client Services Technician - 2

Client Services Technician

The Client Services Technician role requires a high level of technical proficiency and requires an individual with strong communication skills. Must quickly and effectively diagnose, and resolve issues related to Windows PC's, Mac, mobile devices, printers, and Teams conferencing. The individual must be customer focused, passionate about the end user experience, enjoys challenging themselves constantly to improve, and empowering the end user community by providing IT knowledge and tools.

Responsibilities:

Key Accountabilities:

• Resolve support calls and email requests to meet or exceed service level objectives
• Troubleshoot hardware, software, network, and printing issues
• Maintain and troubleshoot Windows 10/11 and Mac OS Environments
• Install and configure New Hire hardware and software
• Support Mobile Devices including iDevices and Androids
• Document all incidents and service requests into ServiceNow to identify trends
• Knowledgebase documentation

Education and Experience:

• Bachelor's degree or technical training preferred
• Minimum 2-5 years' experience at a corporate helpdesk
• Retail industry experience a plus
• Experience with software including, but not limited to Mac OS, working knowledge of older Windows Operating systems and productivity software, Active Directory Administration and Exchange, Cisco VPN, Intune and JAMF

Skills and Behaviors:

• Technical knowledge of hardware including, but not limited to desktops, laptops, peripherals, printers, iPhones, Androids, and iPads
• Proficient in PC and Mac
• Familiarity with Casper Suite (Mac Management tool) a plus
• Exceptional interpersonal, customer service, and verbal and written communications skills
• Demonstrated project and time management skills
• Basic Network concepts
• Active Directory, Microsoft Exchange, Azure and Intune
• Cisco AnyConnect/Multifactor