Client Support Associate

AMERICAN COLLEGE OF CARDIOLOGY FOUNDATION

POSITION DESCRIPTION

Title: Client Support Associate

Department: Information Technology and Business Services

Reports to: Team Leader, Client Support

What We Need:

The Client Support Associate provides outstanding user support by handling equipment provisioning, troubleshooting Office 365 and Microsoft apps, delivering training, managing support tickets, and offering daily assistance. Their goal is to ensure excellent customer service and high user satisfaction.

The Work:

This position serves as a Client Support Associate in the Technology and Business Service Division (TBS), monitoring and updating support tickets for ACC staff. The role requires high-level customer service for staff, members, and customers.

The Associate will install, configure, and set up workstations, including computer provisioning and deployment. They will ensure laptops, virtual desktops, active directory, O365 account details, and other user environments meet ACC standards. Occasionally, the role requires working outside normal business hours for deployments and routine tasks.

Duties and Responsibilities:

Client Support

* Provide outstanding client support on O365 and other Microsoft applications

* Proactively review and support ticket queue, provide customer updates on a regular basis, and close tickets within IT SLA guidelines

* Support and maintain SharePoint sites, libraries, and content

* Perform daily checklist activities. This includes review of the support queue, Active Directory objects, voicemail, and other related responsibilities

* Assist with building, managing, and deploying client machines

* Provide end-user support for enterprise applications, laptops, and virtual machines

* Process new hires, employee changes and separations including network and telephone account creations/modifications and coordination of equipment configuration and installation.

* Assist and troubleshoot software installations for client machines

* Provide application and IT training to staff

* Create end user documentation and troubleshooting guides for common issues or scenarios

* Update asset inventory

* Other duties as required

Qualifications

* 1-2 years' experience with Windows 11 deployment and troubleshooting

* 1-2 years' experience with O365 and O365 admin troubleshooting

* 1-2 years' experience with Active Directory

* 1-2 years' experience with Windows Group Policy in Windows 11 environments

* 1-2 years' experience with laptops and virtual machines

* Excellent analytical and problem-solving skills

* Excellent customer service

* Excellent verbal and written skills

* Ability and willingness to work irregular hours as needed

* Ability to work independently and within the team

Desirable - Nice & Bonus Points

* ITIL Foundation Certification