Direct Client Support Technician

Maynard Nexsen PC; Charlotte (NC); On-site; USD 42,000 - 65,000; Full time

Job summary

Paycom - ATS is seeking a Direct Client Support Technician in Charlotte, NC to deliver end-user application and hardware support, including printer and AV equipment management. The role requires strong troubleshooting and customer service mindset to maintain client satisfaction.

The candidate will manage desktop applications, mobile device management, and security incident responses, while assisting with client legal software setup and user training.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Proven experience in technical support roles with end-user applications and hardware.
• Strong knowledge of desktop applications, operating systems, and productivity software.

Responsibilities

• Provide technical support for end-user applications and hardware, including troubleshooting and issue resolution.
• Manage desktop applications, ensuring proper installation, configuration, and updates.
• Provide printer support, including maintenance, troubleshooting, and repair as needed.

Skills

Troubleshooting

Customer service

Desktop support

Mobile device management

Security incident response

Communication skills

Independent worker

Team collaboration

Printer support

Education

Bachelor’s degree in IT/CS

CompTIA A+ certification

Microsoft Certified Desktop Support Technician

Tools

Microsoft Windows

MDM systems

Printer maintenance software

AV equipment tooling

Job description

Job Details

Location: Charlotte, NC 28202.

The Direct Client Support Technician is responsible for providing end-user applications and hardware support to ensure smooth operations within the organization. This position entails managing desktop applications, printer support, audio-visual equipment, mobile device management, security incident response, and specialized client legal software. The ideal candidate should possess strong troubleshooting skills, a professional demeanor, and a customer service mindset to effectively address user concerns and maintain client satisfaction.

Essential Job Functions

• Provide technical support for end-user applications and hardware, including troubleshooting and issue resolution.
• Manage desktop applications, ensuring proper installation, configuration, and updates.
• Provide printer support, including maintenance, troubleshooting, and repair as needed.
• Assist with the setup, maintenance, and troubleshooting of audio-visual equipment for presentations and meetings.
• Manage mobile device management systems, including device provisioning, security configurations, and user support.
• Respond to security incidents promptly, investigating and resolving issues to mitigate risks and ensure data protection.
• Support specialized client legal software, providing assistance with installation, configuration, and user training as needed.
• Collaborate with other IT team members to address technical challenges and implement solutions effectively.
• Document support activities, including issue resolution steps, for future reference and knowledge sharing.
• Stay updated on emerging technologies and industry best practices to enhance support services and optimize user experience.

Necessary Knowledge, Skills and Abilities

• Proficiency in mobile device management systems and security protocols.
• Experience with client legal software preferred.
• Excellent troubleshooting skills and ability to diagnose and resolve technical issues efficiently.
• Strong communication and interpersonal skills, with a customer service-oriented mindset.
• Ability to work independently and collaboratively in a fast-paced, professional environment.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.

Educational and Experience Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Proven experience in technical support roles, with a focus on end-user applications and hardware support.
• Strong knowledge of desktop applications, operating systems, and productivity software.
• Experience with printer maintenance, troubleshooting, and repair.
• Familiarity with audio-visual equipment setup and troubleshooting.

Work Environment and Physical Demands

• In office position
• Ability to work extended hours when necessary.
• Normal office environment.