Client Support Technician

Job Description

Job Description

IT Support Specialist

Job Type: Full-Time
Location: On-Site / Remote Support as Needed

About the Role

We are seeking an IT Support Specialist to provide reliable, hands-on technical support to end users across the MDAH network. This role will troubleshoot hardware and software issues, support user accounts and workstations, respond to help desk requests, and ensure employees have the technology they need to work effectively.

The ideal candidate is a customer-focused problem solver with strong technical troubleshooting skills and experience supporting Windows environments, Microsoft 365, Active Directory/Azure, and common desktop hardware.

Key Responsibilities

• Provide on-site and remote technical support to end users across the MDAH network.
• Diagnose, repair, and maintain desktop PCs, laptops, printers, monitors, mobile devices, and other IT equipment.
• Install, configure, maintain, and update Windows operating systems and Microsoft Office 365 applications .
• Respond to help desk requests through phone, chat, email, or in-person support.
• Log, track, prioritize, and resolve technical issues using IT ticketing systems.
• Set up and configure new workstations, hardware, software, and peripheral devices.
• Support employee onboarding and offboarding , including user account creation, access, permissions, and equipment setup/retrieval.
• Assist with user account and access management within Azure/Active Directory .
• Maintain accurate inventory records for hardware, software licenses, IT equipment, and supplies.
• Troubleshoot basic connectivity and networking issues involving DNS, DHCP, TCP/IP , and related technologies.
• Support endpoint security tools and follow established IT security practices.
• Escalate complex, recurring, or network-wide issues to senior system or network administrators.
• Document troubleshooting steps, resolutions, and relevant technical information.
• Provide professional, patient, and customer-focused support to users with varying levels of technical knowledge.

Required Qualifications

• High school diploma, vocational/technical training, or Associate’s/Bachelor’s degree in Information Technology, Computer Science, or a related field .
• 1–4 years of relevant IT support, desktop support, or service desk experience .
• Working knowledge of:
• • Windows 10/11
  • Microsoft Office 365
  • Azure / Active Directory
  • Basic networking concepts, including DNS, DHCP, and TCP/IP
  • Endpoint security tools
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work independently while knowing when to escalate complex issues.
• Strong attention to detail and ability to effectively prioritize multiple support requests.

Preferred Qualifications

• CompTIA A+ certification.
• CompTIA Network+ certification.
• Microsoft certifications or other relevant Microsoft credentials.
• Experience supporting enterprise or government IT environments.
• Experience with IT ticketing/help desk systems and hardware inventory management.