Technical Client Service Specialist

IO Datasphere, Inc.; Detroit (MI); On-site; USD 52,000 - 65,000; Full time

Benefits offered by this job

On-site work

Visa sponsorship accepted

Job summary

IO Datasphere, Inc. is seeking a Technical Client Service Specialist to be the first point of contact for district staff and students. You’ll diagnose and resolve Level 1–1.5 IT issues via phone or remote connection, document activities, and escalate complex cases to Level 2 as needed.

The role emphasizes strong communication, customer service, and foundational IT knowledge within an educational environment. Local candidates only; on-site schedule is Mon–Fri, 7am–5pm in Detroit, MI.

Qualifications

• 3+ years in a technical support or help desk role, preferably in education.
• Proficiency with Windows and MacOS operating systems.
• Strong knowledge of the Microsoft Office Suite.
• Basic networking troubleshooting and Wi-Fi basics.
• Experience with remote desktop tools and helpdesk software.

Responsibilities

• Be the first point of contact for staff and students via calls, tickets and remote sessions.
• Provide Level 1/1.5 troubleshooting, password resets and basic software fixes.
• Document issues and resolutions in the helpdesk system.
• Escalate complex problems to Level 2 with proper handoff and notes.
• Educate users with clear, simple instructions to resolve common issues.
• Monitor systems and collaborate with IT teams to improve support processes.
• Maintain professional communication and customer service with all users.
• Perform other duties as assigned by supervisor.

Skills

Help desk experience

Windows OS

MacOS

Microsoft Office

Networking basics

Remote desktop tools

Call management

Written communication

Sitting for long periods

Education

Bachelor's degree in IT

CompTIA A+

Microsoft Fundamentals

Job description

NOTE: Local candidates only. Position is onsite Monday-Friday 7am to 5pm. We can accept H1b, H4, TN and other valid work visas for IT. However we cannot accept OPT or CPT visas at this time.

Description:

Our client is looking for a Technical Client Service Specialist to serve as the first point of contact for technical support requests. This role is responsible for providing efficient, professional, and effective IT support by diagnosing and resolving basic to moderately complex technical issues via phone or remote connection. The Technical Client Service Specialist will assist in managing service requests, troubleshooting hardware and software issues, and escalating unresolved issues to the next level of support as necessary. An ideal candidate for this role possesses a blend of technical skills, customer service expertise, and an understanding of the unique challenges in an educational environment. Candidate should have solid foundational IT knowledge, software expertise, basic networking fundamentals, and previous help desk experience.

Tasks

• First Point of Contact: Respond to incoming calls, helpdesk tickets and remote support requests for service from district staff and students, providing timely and courteous assistance.
• Phone and Remote Support: Utilize phone and remote support tools to diagnose and resolve Level 1/1.5 support issues efficiently, including password resets, account lockouts, basic software troubleshooting, and hardware peripherals setup and connectivity.
• Issue Resolution: Diagnose and resolve Level 1/1.5 IT support issues, ensuring a quick resolution or appropriate escalation.
• Escalation: Accurately document issues and elevate more complex problems to Level 2 or other specialized support teams, ensuring smooth handoff and communication.
• Documentation: Maintain detailed and accurate records of support requests, troubleshooting steps, and resolutions in the helpdesk system.
• User Education: Provide clear, concise instructions and training to users on common technical issues, empowering them to resolve minor issues independently in the future.
• System Monitoring: Assist in monitoring district-wide IT systems and alerting appropriate teams when issues are detected.
• Team Collaboration: Work closely with other IT teams to share knowledge, troubleshoot complex issues, and contribute to continuous improvement of support processes.
• Customer Service: Maintain a high level of customer service and professionalism when interacting with all users, including students, staff, and administrators.
• Performance Metrics: Achieve key performance metrics while also meeting annual objectives focused on enhancing service efficiency, improving customer engagement, and optimizing support operations.
• Performs other duties as assigned by supervisor.

Knowledge, Skills and Abilities Required

• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and effectively.
• Ability to accurately document service requests, troubleshooting steps, and resolutions in the helpdesk system.

Skills Required

• 3+ years - Experience in a technical support or help desk role, preferably in an educational environment
• Knowledge of Windows and MacOS operating systems
• Familiarity with common software applications, preferably all aspects of the Microsoft Office Suite
• Understanding of network fundamentals, including Wi-Fi connectivity and basic troubleshooting
• Experience with remote desktop tools, call management and helpdesk software
• Ability to sit for extended periods while working on a computer.
• Occasional lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Bachelor's degree in information technology, Business Administration or related discipline.
• CompTIA A+, Microsoft Certified: Fundamentals or equivalent certifications preferred