Staff Careers

The Client Services Technician position supports various departments by providing assistance with account management, customer service, and basic IT support. This role requires strong communication and multitasking skills, as well as a keen attention to detail.

Duties/Responsibilities
- Provide Excellent Customer Service:
- Represent the organization positively in all interactions.
- Staff the help desk during designated open hours.
- Help monitor and report on the performance of our third-party tier 1
support provider to ensure effective management of the business
relationship.
- Offer courteous and professional technical support to customers.
- Serve as the initial point of contact for most customer requests.
- Manage incoming calls to the general UAH phone number, providing
assistance and transferring callers to the appropriate resources.
- Work effectively as part of a team, providing support to colleagues when
necessary.
- Manage Help Desk Tickets:
- Efficiently monitor and distribute incoming help desk tickets.
- Utilize the ITSM system to create, manage, escalate, and resolve tickets.
- Accurately categorize and link user information to tickets.
- Record necessary details in the ITSM system to expedite ticket resolution.
- Escalate complex tickets to the appropriate support teams with clear and
concise documentation.
- Investigate and resolve email bounce issues related to ITSM
communications.
- Provide Technical Assistance:
- Resolve tickets independently whenever possible; provide basic IT assistance
and account management support, including but not limited to:
- Password reset
- Account troubleshooting
- Multi-factor authentication assistance
- Resolve tier 1 support issues when possible, such as:
- Connecting devices to the campus wireless network.
- Installing approved software.
- Basic computer and mobile device assistance (rebooting device, setup of
email client, website navigation, safe browsing practices, detecting and
reporting spam or phishing, etc.).
- Identify and Report Trends:
- Monitor incoming requests to identify and report emerging trends in service
requests and trouble reports.
- Continuously seek and suggest improvements to the efficiency of work
processes and duties.
- Maintain Knowledge Base accuracy by creating and updating Knowledge Base
articles with accurate and current information.
- Improve efficiency and consistency in issue handling by developing and
maintaining standardized ticket and response templates.
- Identify and report any issues or performance problems related to the ITSM
system.
- Coordinate with OIT part-time staff to keep Wépa kiosks operational, which
includes troubleshooting and collaborating with the vendor.
- Order necessary supplies to keep kiosks operational, which includes planning
and monitoring of usage patterns to predict when supplies will be needed.
- Regular attendance and participation at all required OIT meetings.
- Training or self-education to advance skills and learn new technologies as well
as to remain current on relevant technologies and service delivery best
practices.
- Learn about the broader context of the UAH computing infrastructure,
network, systems, applications, and data environment and OIT operations,
projects and services to develop professionally and increase effectiveness of
field services provided.
- Participate in special projects as assigned.
- Perform other duties as assigned.

• Two years of college coursework, 2 years of work experience in an IT service and support environment, or an equivalent combination of education and years of experience.
• Working knowledge of and experience with help desk operations and account
management.
• Knowledge of common IT terms and concepts.
• Strong analytical and problem-solving skills with the ability to make sound decisions.
• Exceptional customer service focus with strong active listening and clear communication skills.
• Excellent written and verbal communication skills with the ability to effectively interact
with diverse audiences.
• Highly adaptable and results-oriented with the ability to manage a fast-paced
environment and prioritize tasks effectively.
• Proficient in using web-based communication tools and navigating online resources.
• Strong technical aptitude with the ability to quickly learn and apply new information
independently.
• Must possess a valid driver's identification and submit a motor vehicle record verification check with satisfactory results.
• US Citizenship is required.

• Bachelor's Degree in Computer Science, Management Information Systems, or a
closely related field preferred.
• Proven experience troubleshooting network and desktop computer issues.
• Experience working in an academic/university environment
• Excellent written and verbal communication skills with the ability to effectively
communicate technical information to both technical and non-technical audiences. • • Strong teamwork and collaboration skills.
• Strong analytical and problem-solving skills with the ability to identify and resolve technical issues effectively.
• Proficiency in using Google Workspace core suite applications.
• Working knowledge of and experience with ITSM systems (e.g., ticketing systems).
• Familiarity with data security best practices.
• Experience with basic computer troubleshooting techniques, including data collection,
problem diagnosis, and solution implementation.
• Familiarity with basic HTML coding.
• Experience with remote access tools.

$37,750 - $45,000