Client Support Technician Spec - #temp at QTC Management, Inc.

Posted in Information Technology 12 days ago.

This job brought to you by eQuest

Type: Full-Time
Location: San Antonio, Texas





Job Description:

Job Summary:


Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.


Essential Duties and Responsibilities:



  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software

  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications

  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities

  • Manage Helpdesk-based call queue; resolve assigned cases and/or route cases to other support tiers

  • Refer major hardware or software problems or defective products to vendors or escalate to internal IT support for service

  • Support local users as well as remote users/client using remote access/collaboration tools

  • Develop training materials and procedures, or train users in the proper use of hardware or software

  • Confer with staff, users, and management to establish requirements for new systems or modifications

  • Prepare evaluations of software or hardware, and recommend improvements or upgrades

  • Use sound decision-making process to solve problems

  • Conduct diagnostics of computer-related hardware and software to determine nature of problems

  • Adhere to and promote compliance to company data security policies

  • Maintain current and accurate inventory of technology hardware, software and resources

  • Other duties and responsibilities as assigned

Competencies:



  • Installation, troubleshooting, maintenance, and repair of computer equipment

  • Prior experience with both phone and in-person support

  • Strong written and verbal communication skills

  • Solid organization and planning skills, with strong attention to detail

  • Ability to effectively prioritize workload and multi-task

  • Advanced knowledge of MS Windows, MS Office Suite, E-Mail clients and Web Browsing techniques

  • Advanced knowledge of MS Active Directory role and function

  • Advanced knowledge and practical usage of Networking protocols such as TCP/IP, DHCP and DNS

  • Must be familiar with wireless networking (802.xx) configurations and troubleshooting

  • Advanced knowledge of Remote Access/Virtual Private Network (VPN) technologies and functions

  • Advanced knowledge of network printing configurations

  • Ability to perform basic hardware troubleshooting, updates and modifications

  • Must possess the ability and flexibility to work extra hours and weekends

Education and/or Experience: (includes certificate & licenses)



  • High School diploma, or equivalent (GED)

  • 3 to 5 years of previous PC Support/Helpdesk experience

  • Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation

This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.


QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.

Administrative/Technical





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