Client Support Specialist

Job Title: Client Support

Location: Bismarck, ND

Duration: 03 Months Temp to Hire

Shift: 8:00 am - 5:00 pm & 10:00 am - 7:00 pm (with 2 late days, Monday to Friday)

Note: Those candidates who can work on W2 basis without any sponsorship are encouraged to apply.

Description:

• Identify, manage, escalation, and resolve technical issues.
• Install and configure software, print drivers, utilities, etc. to be utilized on workstations and computer networks.
• Troubleshoot all information technology issues, including software, hardware, and networking.
• Monitor installed systems, identify problems, and take corrective action.
• Key responsibilities include issuing laptops, replacing hardware, and performing software updates.
• Support is provided through an internal ticketing system, where ticket volumes can range from 10 to over 60 per day.
• The contractor will manage tickets and cases via chat, rather than through a call center environment, though in-person assistance is also required, as this is an onsite role in a full office environment.
• Support is provided to client internal employees both on-site and remotely, with remote assistance handled via chat.
• While ticket volumes can be as high as 80 interactions on particularly busy days, there are also quieter days with as few as 10.
• Training will be provided through a 3-4-week program, where the contractor will shadow teammates and be guided through all necessary processes.

Responsibilities:

• Provide basic technical support to Clients.
• Troubleshoot application issues, basic diagnosing of the desktop/laptop software problems.

Requirements:

• 1 - 3 years of related work experience, or an equivalent combination of education and experience.
• 1 - 3 years of customer service experience.
• 2 Years of IT Experience: Proficiency with hardware management,
• including building systems, providing training, and assembling laptops.
• Relevant certifications are a plus.
• Familiarity with networking concepts is also required.
• While a degree is not mandatory, it is considered an advantage.
• Basic troubleshooting experience with printers is also necessary.
• Excellent communication skills.
• The ability to work in a team environment and commit to a flexible work schedule.

Preferences:

• 1 - 3 years technical experience a plus.
• Previous experience troubleshooting desktop, printer and notebook issues.
• Very strong user and support of MSOffice.