14 days old
  • Job Code

Client Support Specialist role is to provide a single point of contact for end-users to receive support and maintenance within the organization's computing environment. The CSS is responsible for executing first level support diagnostics, troubleshooting basic issues and effectively escalating incidents while following established protocols, policies and processes. The CSS will assist in documenting procedures and policies and in developing and implementing effective standards. The CSS will provide timely follow through to resolve and close problem calls and to provide training in support of all technology offerings. The CSS provides hands on support and deployment services for workstations and desktop software.

Core Responsibilities:

  • Can solve non-routine or more complex software, hardware and procedure issues.
  • Can coordinate resources and facilities to provide support for all CS requirements.
  • Facilitate the efficient delivery of services to ensure timely resolutions of problem/trouble call scenarios.
  • Works with vendors, application delivery group and clients to identify tips, shortcuts and best methods of getting the most value out of technology tools and CS applications.
  • Develops methods to optimize the use of hardware, software applications and other technology related tools through the development and delivery of training programs and training tools.

  • Prepare materials including training plans, user documentation and best practice procedures.
  • Work with senior technical group to obtain information or documentation for various technology tools.
  • Coordinate IT assets and process for IT inventory and asset registration.
  • Leads or participates in team projects that enhance the quality or efficiency of support.
  • Works with Manger in support of budget process and requirements.

  • Maintain professional and positive attitude during all client interactions and team meetings.
  • Provides front-line support and response to solve all problems reported by clients.
  • Keep peers and all supporting levels within IT informed of problems, trends and delays to daily issues.
  • Following demand management process to receive, prioritize, document and actively resolve client's requests.
  • Problem resolution may involve use of diagnostic and Help desk tracking tools, as well as require in-person, hands-on support at the desktop.
  • Interview clients to collect information about issues and leads clients through diagnostic procedures to determine source of error and possible resolution.
  • Maintaining historical records of issues, problem documentation and willingness to escalate to additional support tiers if required.
  • Makes recommendations to manager for changes in procedures and systems providing support to clients.
  • Provides training for technology applications and products.
  • Conducts research, compiles and displays all Client Service statistical reports.
  • Manages all conference rooms and their state of readiness including: supplies, working condition of audio and video equipment and the general operating appearance.
  • Orders and maintains all supplies and arranges for equipment maintenance.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Experience and hardware & software support in a technical capacity.
  • Customer service or related experience a plus.

  • Advance knowledge of hardware, software, networks and technical devices and terminology.
  • Strong interpersonal skills.
  • Good organizational skills with the ability to follow through.
  • Excellent problem solving skills.
  • Knowledge of business environment and ability to assimilate IT solutions into business processes.

  • Ability to keep track of, prioritize and report status of multiple projects.
  • Ability to work with changing requirements and priorities.


Bachelor's degree (B. A.) from four-year college or university; or three - five years related experience and/or training; or equivalent combination of education and experience.


  • Information Technology

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Help Desk Agent

Randstad Technologies
Berwyn, PA 19312

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Berwyn, PA

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