Client IT Support Specialist – Problem Solver

IT Solutions; Alton (IL); Hybrid; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical & Prescription plans

Dental & Vision

Paid Holidays

401K with match

Stock Appreciation Rights

Job summary

IT Solutions is seeking a Technician, Client Services to support one or more client environments within a Managed Services framework. The role emphasizes excellent customer service, methodical problem solving, and proactive communication while learning new technologies on the fly.

You will handle inbound and escalated inquiries, document issues, and work with various internal teams and vendors to resolve incidents. Travel to client offices is required and some work from home is possible.

Qualifications

• Bachelor's Degree or equivalent experience in a related field.
• Minimum 2+ years’ work experience in network/IT support and customer service.
• Experience supporting Windows desktops/servers and Office 365 Exchange Online.

Responsibilities

• Answer technical service calls and create customer tickets.
• Triage issues, document root cause, and guide customers through steps to resolve.
• Troubleshoot Internet connectivity, hardware, and software problems with customers step-by-step.
• Provide phone support with a positive, customer-focused attitude until issues are resolved.
• Escalate tickets to appropriate groups and track incident resolution.
• Interact with multiple technician groups and vendors to drive incidents to resolution.

Skills

Customer service

Troubleshooting

Technical support

Communication

Problem solving

Multi-tasking

Microsoft 365

Active Directory

Education

Bachelor's degree or equivalent

Tools

ConnectWise Manage

Office 365

Exchange Server

Active Directory

Job description

IT Solutions is seeking a Technician, Client Services to support one or more client environments within a Managed Services framework. The role emphasizes excellent customer service, methodical problem solving, and proactive communication while learning new technologies on the fly.

You will handle inbound and escalated inquiries, document issues, and work with various internal teams and vendors to resolve incidents. Travel to client offices is required and some work from home is possible.