Roles in this job family provide support to users of technology through set up and troubleshooting of desktops, PCs, laptops, tablets, scanners, and other peripheral equipment. In addition, roles in this family are accountable for service management.

Jobs and Descriptions

Client Support Technician I

Provides standard Tier 1 support as the first level of contact at an IT service desk. Answers questions and gives information, advice, and instructions to clients on such issues as email, password reset and communication devices. Primarily focuses on understanding the issue to be resolved and solves disruptions and problems within the defined scope of Tier 1 standards and protocols. Escalates calls to a higher level of support within given time guidelines.

Typically requires High School Diploma or high school equivalency and relevant technical knowledge and an understanding of office automation and office systems operating environments and/or communication devices and 0-2 years of experience.

OCCU: 9483
Pay Grade: IT01

Client Support Technician II

Provides support for issues escalated from Tier 1. Issues may vary from simple to the more complex but incumbents at this level handle issues of moderate complexity. Primarily focuses on understanding the issue to be resolved and solves disruptions and problems within the defined scope of Tier 2 standards and protocols. Escalates calls to a higher level of support within given time guidelines.

Typically requires High School Diploma or high school equivalency and relevant technical knowledge, an understanding of office automation and office systems operating environments and/or complex communication devices and 1-3 years of end user support experience.

OCCU: 9484
Pay Grade: IT02

Client Support Technician III

Provides a full range of on-site and remote end user support primarily in an office automation and office systems operating environment. Also, provides support for complex communication devices. Provides technical support to clients by identifying, analyzing and resolving client issues. Issues may vary from simple to the more complex but incumbents at this level handle the more complicated issues. Based on nature of issues resolved, does analysis on problem issue trends and provides input on pro-actively addressing these problems.

Typically requires High School Diploma or high school equivalency and relevant technical knowledge, an understanding of office automation and office systems operating environments and/or complex communication devices and 2-4 years of end user support experience.

OCCU: 9485
Pay Grade: IT03

Client Support Technician Team Lead

Accountable for supervision of a team who provide IT end user contractual service management support services. Responsible for supervision of the provision of IT end user service management support including a portfolio of software and hardware products. Oversees end user start up and ongoing usage training. This position typically exists in an environment where a small team of IT end user support staff is required due to number of end users supported.

Typically requires High School Diploma or high school equivalency and 5-8 years of experience in an IT end user support environment.

OCCU: 9486
Pay Grade: IT05

Client Support Technician Supervisor

Accountable for management of team leader and/or supervisor of team who provide IT end user contractual service management support services. Responsible for providing the oversight of the provision of IT end user service management support including a portfolio of software and hardware products. Has input into the evaluation of new products. Oversees end user start up and ongoing usage training. A position at this level exists due to the size, scope, and complexity of the end user service management services and population and its impact on the size of the IT end user service management support team.

Typically requires a Bachelor’s Degree and 7-10+ years of experience in an IT end user service management support environment.

OCCU: 9487
Pay Grade: IT06