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Field Support Specialist

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Job Title

Client Support Specialist (CSS) I


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FLSA Status: o Exempt┬  ┬ ┬ ┬ ┬ ┬ ┬ ┬ ┬  oNon-Exempt


Reports To
Client Services Manager
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Job Summary

Client Support Specialist role is to provide a single point of contact for end-users to receive support and maintenance within the organization's computing environment.┬  The CSS is responsible for executing first level support diagnostics, troubleshooting basic issues and effectively escalating incidents while following established protocols, policies and processes; assisting in documenting procedures and policies and in developing and implementing effective standards; and providing timely follow through to resolve and close problem calls and to provide training in support of all technology offerings.┬  The CSS also provides hands on support and deployment services for workstations and desktop software.


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Responsibilities and Duties/Essential Duties

  • Maintains professional and positive attitude during all client interactions and team meetings.

  • Provides front-line support and response to solve all problems reported by clients.

  • Keep peers and all supporting levels within IT informed of problems, trends and delays to daily issues.

  • Follows demand management process to receive, prioritize, document and actively resolve client's requests.

  • Problem resolution may involve use of diagnostic and Help desk tracking tools, as well as require in-person, hands-on support at the desktop.

  • Interviews clients to collect information about issues and leads clients through diagnostic procedures to determine source of error and possible resolution.

  • Maintains historical records of issues, problem documentation and willingness to escalate to additional support tiers if required.┬ 

  • Coordinates interactions across all IT support channels in real time.

  • Serves as liaison between IT and clients.

  • Makes recommendations to CS manager for changes in procedures and systems providing support to clients.

  • Provides training for technology applications and products.

  • Composes routine correspondence for electronic distribution.

  • Conducts research, compiles and displays all Client Service statistical reports.

  • Manages all conference rooms and their state of readiness including: supplies, working condition of audio and video equipment and the general operating appearance.

  • Orders and maintains all supplies and arranges for equipment maintenance.


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Dorman Leadership Core Competencies



  • Decision Quality

  • Results Driven

  • Influence

  • Project Management

  • Integrity

  • Team Leadership


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Job Specific Competencies


Traits, skills or attributes that employees need to perform their jobs most effectively.


Some of examples are:



  • Business Acumen

  • Collaboration

  • Customer Focus

  • Financial Acumen

  • Planning & Organizing


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Qualifications

  • Associate's Degree in Information Systems, Computer Science or a closely related discipline, or minimum of one - two years business experience.

  • Prior customer service experience or related support experiences a plus.

  • Strong interpersonal skills are essential.

  • Good organizational skills with the ability to follow through.

  • Good problem solving skills.

  • Ability to keep track of, prioritize and report status of multiple projects.┬ ┬ ┬ 

  • Ability to work with changing requirements and priorities.┬ ┬ ┬ 


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Physical Requirements


Capability to lift 50 pounds. Working Conditions: While performing the duties of this job, the employee is regularly required to reach, swivel, carry items from one building to another, and speak and actively listen. ┬ Noise level is usually moderate.


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