Technical Client Service Specialist - DPS

IO Datasphere, Inc.; Detroit (MI); On-site; USD 25,000 - 39,000; Full time

Job summary

IO Datasphere, Inc. is seeking a Technical Client Service Specialist to be the first point of contact for IT support in an educational environment. You will diagnose and resolve basic to moderately complex issues via phone or remote connection.

You should have solid IT knowledge, familiarity with Windows and MacOS, and experience with help desks. This onsite role in Detroit requires local candidates and supports standard business hours.

Qualifications

• Minimum 3 years in technical support or help desk, preferably in an educational setting.
• Proficient with Windows and macOS; strong Office suite knowledge.
• Familiar with networking basics and remote desktop tools.

Responsibilities

• Serve as first point of contact for district staff and students.
• Diagnose and resolve Level 1/1.5 IT issues via phone or remote access.
• Escalate complex problems to Level 2 and document resolutions.
• Maintain accurate records in the helpdesk system.
• Provide user education and contribute to support process improvements.

Skills

Help desk experience

Windows & MacOS

Microsoft Office Suite

Network fundamentals

Remote desktop tools

Call management software

Physical stamina

3+ years experience

Education

Bachelor's degree in information technology or related discipline

CompTIA A+ Certification

Microsoft Certified: Fundamentals

Tools

CompTIA A+

Microsoft Certification 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