What are the responsibilities and job description for the IT Client Support Technician position at The Intersect Group?
About the Role
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 escalate 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.