The Client Support II position is part of the GSDM IT team. They report to the Service Desk Manager. Their primary role is to support the GSDM IT clients and the technology they use in their day to day operations. They will utilize a variety of tools as well as be the first line to engage with clients. The ideal candidate will provide exceptional technical support and assistance to our administrative and clinical clients in a hybrid environment. This role involves troubleshooting complex issues, maintaining hardware and software, and delivering outstanding customer service to faculty, staff, and students.

Technical Support and Troubleshooting

• Provide help desk, remote support, and field support for administrative and clinical clients in a hybrid environment.
• Troubleshoot hardware and software. 
• Provide telephone and in-person support, troubleshooting problems and questions from staff, faculty, and students.
• Solve complex client problems creatively and in a timely manner.
• Research issues and bring solutions to the team.

Hardware and Software Management

• Install, upgrade, and maintain hardware and software for Windows/Mac desktops and laptops.
• Backup laptops and desktops.
• Image and deploy computers.
• Create and support computer images.
• Install, upgrade, and maintain hardware and software for industry-leading Dental systems including but not limited to MiPacs, Sidexis, Cerec, and Dolphin.
• Assist users with installing, upgrading, and maintaining desktop hardware and software, managing standardized configurations.

Collaboration and Teamwork

• Work with the Service Desk Manager and the team to be the first response to clients.
• Work closely with the other IT teams to assist in daily functional operations of the department.
• Work independently and in a team environment.
• Update or write up knowledge articles when appropriate.
• Update tickets to reflect the ongoing tasks

Client Training and Support

• Assist faculty and staff with software trainings.
• Support clients with Learning Management Software including Blackboard.

Compliance and Administrative Tasks

• Secure student and faculty laptops to University HIPAA standards.
• Ensuring systems are adhering to University policies and procedures around HIPAA and FERPA compliance.
• Assist with specification and acquisition of hardware and software.
• Maintain inventory and licensing records, including documentation of hardware and software acquisitions.
• Organize and prioritize simultaneous demands.
• Exhibit self-motivated, adaptable, hands-on, and demonstrate ability to troubleshoot and multi-task.

Skills

• Associate's degree in Information Technology or related field, or equivalent experience.
• Minimum of 3 years of experience in IT support or a related role.
• Proficiency in Windows and Mac operating systems.
• Experience with industry-leading Dental systems (MiPacs, Sidexis, Cerec, Dolphin) is a plus.
• Strong problem-solving skills and the ability to work independently and in a team environment.
• Excellent customer service skills and a commitment to client satisfaction. Excellent verbal, written, and interpersonal communication skills.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, natural or protective hairstyle, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, pregnancy or pregnancy-related condition, or because of marital, parental, or veteran status. We are a VEVRAA Federal Contractor.