IT Client Support Tech

Mastek; Phoenix (AZ); On-site; USD 52,000 - 70,000; Full time

Job summary

Mastek is seeking an IT Client Support Technician in Phoenix to provide multi-channel assistance to enterprise end-users. You will troubleshoot Windows/M365 and macOS environments, deploy and configure PCs, Apple devices, and mobile devices, and document solutions in the knowledge base.

You will record incidents in ITSM tools like ServiceNow or JIRA, perform routine backups, monitor local networks, and support security and access management in collaboration with cross-functional teams.

Qualifications

• Minimum 2 years of enterprise desktop support experience.
• Proficient in Windows/M365 and macOS Apple environments.
• Experience with enterprise help desk tools like ServiceNow or JIRA.
• Strong communication and problem-solving skills.

Responsibilities

• Resolve hardware, software, and operational issues for enterprise end-user workstations.
• Install, configure, and re-configure PC, Apple, and mobile devices.
• Record incidents via IT Service Management tools and perform routine system backups.
• Monitor local area networks, replace peripherals, and escalate complex infrastructure issues.
• Write installation procedures and generate knowledge base articles for standardizing technical workflows.
• Partner with cross-functional technical teams to manage end-user access and systems authorization.

Skills

Active listening

Structured debugging

Technical communication

Education

High School Diploma or GED

Associate’s Degree in Computer Engineering

Tools

ServiceNow

JIRA

Active Directory

O365

Antivirus platforms

Virtual Desktops

SaaS tools

Job description

The IT Client Support Technician delivers multi-channel technical support (phone, chat, email) to enterprise end-users. This role focuses on troubleshooting moderately complex operating systems, hardware, software, and local network issues. The technician ensures data preservation through proper system backups and documents solutions in the team knowledge base.

Key Responsibilities

• Technical Support: Resolve hardware, software, and operational issues for enterprise end-user workstations.
• System Deployment: Install, configure, and re-configure PC, Apple, and mobile devices.
• Ticket & Data Management: Record incidents via IT Service Management tools and perform routine system backups.
• Network Admin: Monitor local area networks, replace peripherals, and elevate complex infrastructure issues.
• Documentation: Write installation procedures and generate knowledge base articles for standardizing technical workflows.
• Security & Access: Partner with cross-functional technical teams to manage end-user access and systems authorization.

Core Requirements & Qualifications

• Experience: Minimum 2 years of technical desktop support experience in an enterprise environment.
• Education: High School Diploma or GED required. (Associate’s Degree in Computer Engineering preferred).
• OS Environment: Proven troubleshooting proficiency in both Windows/M365 and macOS/Apple ecosystems.
• Ticketing Systems: Practical familiarity with enterprise help desk tools like ServiceNow or JIRA.
• Core Systems: Experience managing Active Directory, O365, Antivirus platforms, Virtual Desktops, and SaaS tools.
• Certifications (Preferred): CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), MCSE, or MCP.
• Soft Skills: Strong active listening, structured debugging skills, and the capacity to explain complex tech concepts to non-technical staff.