Information Technology Assistant & Client Liaison

Job Title: IT Assistant & Client Liaison
Reports To: IT Manager / Client Operations Lead
Location: On-site
Position Type: Full-Time

Position Purpose

The Information Technology (IT) Assistant serves as the primary technical and operational liaison between external clients and internal technical staff. In this multi-faceted role, the employee translates client technical requirements and support requests into actionable tasks for internal development and IT teams, tracks service deliverables, and ensures clear, consistent communication across all stakeholders.

Additionally, the role provides hands-on technical support, hardware/software troubleshooting, and general IT administrative assistance to maintain organizational productivity and high client satisfaction.

Essential Duties & Responsibilities

Duties are categorized into primary client liaison responsibilities, technical support, and IT administration:

A. Client & Internal Staff Liaison (Primary Responsibility)

• Primary Point of Contact: Act as the first line of communication for external client inquiries, technical requests, and service issues; log and triage requests accurately to the appropriate internal IT personnel.

• Technical Translation & Coordination: Translate complex client requests into technical specifications for internal IT and software development staff, ensuring alignment on project expectations and deliverables.

• Status Tracking & Client Reporting: Monitor open client tickets and service requests, gather status updates from internal teams, and proactively update clients on progress and estimated completion times.

• Client Onboarding & Technical Orientation: Coordinate technical setup and access onboarding for new clients, conducting initial orientations on portal tools, communication channels, and ticketing platforms. 

B. Technical Support & Hands-On Operations

• Workstation & Equipment Setup: Assemble, configure, and deploy desktop computers, laptops, monitors, mobile devices, and peripherals for internal staff and client touchpoints.

• Tier 1/2 Hardware & Software Troubleshooting: Diagnose and resolve basic to intermediate hardware, operating system, and application issues for internal staff and remote/client users.

• Software Administration & Account Provisioning: Manage user access and credentials across Microsoft 365, VPNs, project portals, and internal enterprise systems for staff and client accounts.

C. Administrative & IT Operations Support

• Asset & Inventory Management: Maintain detailed, accurate logs of hardware inventory, client service agreements, software licenses, and equipment check-outs.

• Documentation & Process Guides: Draft user-friendly knowledge base articles, standard operating procedures (SOPs), and client-facing technical guides.

• Meeting & Event Support: Set up audio/visual tools, virtual conferencing links, and presentation equipment for client meetings and internal technical reviews.

Qualifications & Requirements

• Education: Associate degree or Vocational Certification in Information Technology, Business Information Systems, Communications, or a related field. (Relevant work experience may be substituted).

• Experience: 1 to 3 years of experience in client services, technical support, helpdesk, or account coordination within an IT environment.

• Certifications (Preferred): CompTIA A+, ITIL Foundation, or Microsoft Certified: Fundamentals are highly desirable.

Knowledge, Skills & Abilities

• Client-Facing Communication: Exceptional oral and written communication skills with a strong ability to build rapport, de-escalate client concerns, and present technical concepts clearly.

• Interpersonal & Cross-Functional Collaboration: Proven ability to act as a bridge between technical development teams and non-technical external stakeholders.

• Technical Competency: Hands-on familiarity with Windows/macOS, Microsoft 365, Active Directory, ticketing systems (e.g., Jira, ServiceNow, Zendesk), and basic networking concepts.

• Organization & Time Management: Strong multitasking abilities to balance client coordination, ticket resolution, and administrative duties simultaneously.

Working Conditions & Physical Demands

• Work Environment: Dynamic office environment involving direct interaction with clients, internal engineering/IT teams, and executive management.

• Physical Requirements: Ability to lift up to 35 lbs of equipment (computers, monitors, AV gear) and manage office setup/cabling.

• Schedule: Standard full-time hours with occasional flexibility needed for client meetings or system updates.