Client Support

Title: Client Support
Description: Identify, manage, escalation, and resolve technical issues. Install and configure software, print drivers, utilities, etc. to be utilized on workstations and computer networks. Troubleshoot all information technology issues, including software, hardware, and networking. Monitor installed systems, identify problems, and take corrective action.

Role Responsibilities:
Provide basic technical support and Troubleshoot application issues, basic diagnosing of the desktop/laptop software problems.

Requirements:
3 - 5 years of related work experience, or an equivalent combination of education and experience.
3 - 5 years of customer service experience.
Excellent communication skills.
The ability to work in a team environment and commit to a flexible work schedule.

Preferences (not required):
3-5 years technical experience a plus.
Previous experience troubleshooting desktop, printer and notebook issues.
Very strong user and support of MSOffice.

Intake Questionnaire
1. Tell us about the project and day to day responsibilities for the contractor and the
type of environment they will be working in.
Supporting local users at the Greensburg, PA facility with laptops, printers, warehouse Android devices. Logging tickets for work performed.
Warehouse, Stock Yards and office cubicle environment. Moves throughout the building to assist users. Goes
into the warehouse wearing vest and steel toes shoes for printer maintenance.

2. What are three MUST HAVE skill sets (technical) that are required?
Software Systems Proficiency
o Ability to install, configure, troubleshoot, and maintain operating systems
issues.
o Knowledge of user profiles, permissions, registry, and system recovery tools.
o Experience with imaging and deployment tools
Hardware and Peripheral Troubleshooting
o Hands-on experience diagnosing and repairing desktops, laptops, printers,
scanners, and mobile devices.
o Understanding of BIOS/UEFI, hardware drivers, and firmware updates.
o Ability to replace hardware components and manage inventory.
Networking Fundamentals
o Basic knowledge of TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
o Ability to diagnose connectivity issues and work with networked devices.
o Understanding of remote desktop tools (e.g., RDP, Teams, LogMeIn).

3. What are your top three PREFERRED skill sets (technical)
4. Soft Skill requirements (team fit/personality requirements)?
Strong Communication Skills
o Ability to clearly explain technical issues to non-technical users.
o Active listening to understand user problems accurately.
o Written communication skills for documenting issues and resolutions in tickets.
Patience / Empathy (enterprise support)
o Staying calm and supportive, especially when users are frustrated or under
pressure.
o Demonstrating empathy builds trust and improves the overall support
experience.
o Important when guiding users through troubleshooting steps.
Problem-Solving / Critical Thinking
o Ability to analyze issues, identify root causes, and implement effective
solutions.
o Thinking on your feet when new or unfamiliar problems arise.
o Balancing urgency with a methodical troubleshooting approach.

5. What are the education and certification requirements?
Bachelors preferred but not required. A+ or any Microsoft certification is preferred.

6. How many years of related experience is required for this role? Is there specific
experience you are looking for?
a. 3-5 years of experience

7. Are there specific companies/industries youd like to see candidates have? N/A
8. Are there similar job titles that would work for this position? N/A
9. Is this an onsite or remote position? Onsite
10. If onsite, please list the location. See job posting details
11. Is a Supplier Site Visit required? No
12. Will training be provided? If so, what is the duration? Yes - training partner for four
weeks.
13. What will be the interview process?
a. In Person, Phone, or Video - Video
b. How many people will attend the interview? 1-3
c. How many interviews will be required? 3 total; 2 virtual, 1 onsite visit
14. What is the contract length of this position? 90, extended each 90 days
15. Is there an opportunity for temp-to-hire? Yes
16. What is the work schedule? Monday - Friday 8-5 three days and 10-7 two days. We
stay late to support the night warehouse operations.
17. Will travel, over time, or weekends be required for this role? We will ask if there is a
project that needs weekend assistance, and the associate is available.
18. Which timesheet system will be applied to this role? For example, PPM, Standard
(Fieldglass), or Time In/Out (Fieldglass)? PPM
19. How would you best describe the team culture? Deliver Excellence and Team Up
20.Do union represented employees normally do this work? No

Skills: