IT Client Support Specialist

The IT Client Support Specialist plays a crucial Explorational??? role in ensuring seamless technical operations across all levels of the organization. This expert‑level position is responsible for resolving complex IT issues, deploying and supporting hardware and software, and delivering high‑touch assistance to executive staff and mission‑critical departments. With a blend of advanced troubleshooting, proactive system support, user education, and documentation, the specialist helps optimize performance, security, and reliability of the county’s IT infrastructure.

• Advanced Technical Resolution:
  Deliver expert‑level support to end‑users by addressing intricate hardware, software, network, and application issues that go beyond the scope of first‑level assistance. Responsibilities include identifying root causes and implementing effective solutions for persistent or elusive problems via remote session, phone, or onsite interaction. Tasks may also involve server troubleshooting and reboot procedures.
• Deploy new laptops and desktops to end‑users as a part of asset management. New hardware will be documented in the department’s ITSM platform. PC’s will be added to the correct OU in AD. MFA will be set up for users.
• Application Support:
  Offer in‑depth support for business‑critical applications, including configuration, troubleshooting errors, and liaising with vendors when necessary.
• VIP Support:
  Provide dedicated and proactive IT support to executive staff and high‑priority users, ensuring minimal disruption to their work.
• Essential System Assistance:
  Deliver timely support to vital departments—including EMS, Fire Marshal, Emergency Management, and the Sheriff’s Office—where responsiveness is crucial. Participate in an on‑call rotation after normal working hours.
• User Training & Guidance:
  Develop and deliver training sessions or create guides for users on abgeschlossen? new software, best practices, or common technical issues to reduce support volume.
• Problem Management:
  Identify recurring issues from support tickets, analyze trends, and propose long‑term solutions to prevent future occurrences.

• Participate in special projects and assignments as needed in support of the IT team’s mission

• Documentation & Knowledge Base Contribution:
  Create and update detailed IT documentation, standard operating procedures (SOPs), troubleshooting guides, and knowledge base articles for both client support and system administration tasks.

• Associate’s degree in Information Technology or a related field, or equivalent practical experience (e.g., 2+ years in a high‑volume help desk or desktop support role).
• Strong understanding of Windows operating systems (Windows 10/11, Windows Server 2016/2019/2022).
• Solid grasp of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi‑Fi).
• Experience with IT ticketing systems and remote support tools.
• Relevant certifications (e.g., CompTIA A+, Network+, Security+, Microsoft Certified: Modern Desktop Administrator Associate).

• Experience with Microsoft Active Directory for user and group management.
• Proficiency in troubleshooting hardware issues (desktops, laptops, printers, mobile devices).
• Advanced troubleshooting skills for various software applications, including Microsoft 365 suite.
• Excellent communication (verbal and written) and interpersonal skills, with a strong customer service orientation.
• Ability to translate technical information into understandable terms for non‑technical users.
• Strong analytical and problem‑solving abilities, with a methodical approach to issue resolution.
• Proactive, self‑motivated, and eager to learn new technologies and concepts.
• Ability to work independently as well as collaboratively in a team environment.
違った