IT Client Services Administrator

Primary purpose of the role:

The Client Services Administrator’s role is to support and maintain in-house computer systems, laptops, desktops, and peripherals both on site and remotely. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools.

Key Result Area

Strategy, Planning, Acquisition & Deployment

• Support the acquisition of new computer or networking hardware
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.
• Participate in and support capacity planning and the development of long-term strategic goals for Citrix systems, software, and clients in conjunction with end users and department managers.
• Install and configure Citrix applications.

Operational Management

• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
• Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.
• Collaborate with analysts, application developers, and system owners in the testing of Citrix programs, applications, and interoperability.
• Recommend hardware or software changes needed to optimize Citrix deployments, configuration, or maintenance.
• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Install anti-virus software and ensure virus definitions are up-to-date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups to help requests.

Competencies (attitude, skills, typical qualifications & experience)

• 3 years’ experience administrating both Citrix and physical clients remotely and on-site
• Experience documenting and maintaining configuration and process information
• Bachelor Degree or equivalent in Information Systems
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong interpersonal and oral communication skills.
• Ability to present ideas and solutions in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Strong knowledge of software quality assurance best practices
• Skilled at working within a team-oriented, collaborative environment.