Position

Summary

Under the general direction of the Client Services Manager, this position provides a variety of support to clients and stakeholders by responding to their technical requests, troubleshooting their technology-related issues, elevating issues when necessary, and providing exemplar customer service.

Essential

Functions

Assist

clients,

telephonically

and

electronically,

with

their

cloud

and

on-premises technology systems

Understand, identify,

triage

and

troubleshoot

client

environments utilizing Remote Access/Remote Desktop programs

Elevate

client

issues

appropriate

other

departments

within

organization

Participate

call

center

functions including client meetings, team meetings, and training exercises

Understand information technology systems including physical hardware and software applications

Remain

current

relevant

certifications

Non-Essential

Functions

Continual

learning

and

improvement

Provide

help-desk

support

for

employees

Practice time management

Other

duties

assigned

Knowledge,

Skill

and

Ability

Requirements

Basic

knowledge

Microsoft

Windows

computing

environments,

Mobile

Device Management, Azure AD, and Microsoft 365

Basic knowledge of computer system and network functions

Matanuska Telecom Association

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