IT Client Services

TTM•Saint Louis, MO

About The Position

The Client Services Level 1 Technician is the first point of contact for end-user technical support, providing timely, professional assistance with hardware, software, and network issues. The role troubleshoots and resolves Level 1 incidents, escalates complex issues, and delivers customer-focused service to users. Support is provided through phone, email, ticketing systems, and in-person interactions. The position covers help desk support, account administration and user management, desktop and laptop support, and basic network connectivity assistance. It also includes documentation and knowledge management, customer follow-up, team collaboration, and participation in a rotating on-call schedule. The role works in a professional office and fast-paced help desk environment, with occasional work in server rooms, equipment closets, or different office locations at the site. The standard schedule is Monday through Friday, 8:00 AM to 5:00 PM. Occasional evening or weekend work may be needed for implementations or critical issues, and overtime may be required during busy periods or for project support. On-call duty is approximately one week per month. The position requires compliance with TTM export control policies and applicable laws, including ITAR, EAR, and OFAC requirements. Compensation varies based on factors including location, role, skill set, and experience. TTM provides a range of health and well-being benefits, available beginning the first of the month following the hire date.

Requirements

High school diploma or equivalent.
At least 2–3 years of Help Desk or desktop support experience in a corporate environment, or an equivalent combination of education, training, and hands-on technical experience.
Windows 10/11 experience.
Microsoft Office Suite experience, including versions 365, 2019, 2016, or 2013.
Strong troubleshooting, technical learning, problem-solving, documentation, and procedure-following skills.
Strong communication and customer-service skills, including the ability to explain technical solutions to end users.
Ability to use ticketing systems and document support work accurately.
Ability to participate in a rotating on-call schedule and provide after-hours support as needed.
Ability to sit at a computer workstation for extended periods, use a keyboard and mouse, and view computer screens for extended periods.
Ability to lift and carry equipment up to 50 pounds unassisted; bend, stoop, kneel, reach, stand, walk, and occasionally climb ladders as needed.
Manual dexterity to handle small components and cables.
Must comply with TTM export control policies and applicable laws, including ITAR, EAR, and OFAC requirements.

Nice To Haves

Associate degree in Information Technology, Computer Science, or a related field.
Relevant technical certifications, such as CompTIA A+, Network+, or Microsoft certifications.
Experience with ticketing systems and ITSM tools.
Call center or customer service experience.
Knowledge of Windows 7/8 and basic macOS.
Familiarity with Microsoft Outlook, Teams, OneDrive, web browsers, Adobe Acrobat Reader, VPN clients, Oracle applications, and Java-based applications.
Experience troubleshooting desktop and laptop hardware, peripherals, printers, and print servers; basic knowledge of computer components such as RAM, hard drives, and motherboards.
Basic TCP/IP, DHCP, DNS, wired and wireless connectivity, and network printer configuration knowledge.
Familiarity with remote support tools, Active Directory user administration, Mobile Device Management, VoIP phone systems, antivirus or endpoint protection, FTP, Telnet, and basic command-line tools.

Responsibilities

Provide first-line technical support to company users by phone, email, and ticketing system.
Create and maintain accurate support-request records; document troubleshooting, activities, and resolution steps.
Diagnose and resolve Level 1 issues, including password resets, account unlocks, and basic application support.
Guide users through troubleshooting and communicate technical solutions in a clear, professional manner.
Escalate complex or unresolved issues according to established procedures and keep users informed about ticket status.
Provide one-on-one end-user training and guidance; contribute to knowledge-base articles and FAQs.
Meet Help Desk service-level agreements and performance metrics.
Maintain Active Directory accounts, including passwords, account unlocks, and group membership; assist with account provisioning and termination processing.
Administer and troubleshoot VoIP phone systems, mobile device management, meeting suites, and collaboration tools; maintain user access in accordance with security policies.
Install, configure, deploy, troubleshoot, and perform basic repairs on end-user computers, software, and peripherals; coordinate vendor-covered repairs.
Order, tag, deliver, and deploy equipment, and maintain accurate hardware and software inventory records.
Install and troubleshoot Microsoft Office and other approved applications, application updates and patches, business-critical applications, and local or network printers.
Troubleshoot basic wired and wireless connectivity, VPN, remote access, email, internet, and network access issues; assist with basic LAN cabling and network equipment installation under supervision.
Participate in a rotating on-call schedule, respond to critical after-hours incidents, and remain available during assigned on-call periods.
Deliver professional, patient, empathetic support; follow up with users to confirm resolution and satisfaction, and treat diverse users respectfully.
Collaborate with IT colleagues, participate in team meetings and training, share knowledge and best practices, and contribute to projects and continuous improvement.
Communicate proactively with the Site IT Administrator and manager regarding site issues.
Monitor, triage, and prioritize incoming tickets, calls, and emails; participate in maintenance activities, asset audits, and assigned projects or special tasks.
Stay current on IT policies, procedures, and security practices and maintain technical skills through study and training.
Comply with TTM export control policies and applicable laws, including requirements concerning restricted products and technical data, foreign visitors, facility access, shipments, and vendor approvals.
Lift and move equipment up to 50 pounds, with assistance for heavier items where needed.