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.

Key Responsibilities Include:

Customer Service

• Provide high-quality customer service and represent the University in a professional and positive manner in all interactions.

• Ensure appropriate staffing coverage for the help desk during designated hours of operation.

• Monitor, evaluate, and report on the performance of the third-party Tier 1 support provider to ensure effective oversight of the business relationship.

• Deliver courteous, professional, and timely technical support to faculty, staff, students, and other constituents.

• Serve as the primary point of contact for most customer inquiries and service requests.

• Receive and manage incoming calls to the designated help desk phone line, providing assistance and directing callers to appropriate resources as needed.

• Work collaboratively as a member of the IT support team and provide assistance to colleagues when required.

Help Desk Ticket Management

• Monitor, triage, assign, and distribute incoming help desk tickets in a timely and efficient manner.

• Utilize the University’s IT Service Management (ITSM) system to create, track, escalate, and resolve service requests and incidents.

• Accurately categorize tickets and associate appropriate user and system information to ensure proper resolution.

• Document all relevant details in the ITSM system to support timely and effective issue resolution.

• Escalate complex or unresolved issues to appropriate technical support teams with clear, concise, and thorough documentation.

• Investigate and resolve issues related to ITSM email communications, including email delivery failures and bounce-back messages.

Technical Support and Assistance

• Independently resolve service requests when possible by providing basic IT support and account management assistance, including but not limited to:

• Password resets

• Account troubleshooting

• Multi-factor authentication support

• Provide Tier 1 technical support, including:

• Assisting users with connecting devices to the campus wireless network

• Installing University-approved software

• Providing basic computer and mobile device support, such as device restarts, initial device setup, email client configuration, website navigation, safe computing practices, and identifying and reporting spam or phishing attempts

Trend Analysis and Continuous Improvement

• Monitor incoming service requests to identify, analyze, and report emerging trends in service demand, recurring issues, and trouble reports.

• Proactively identify opportunities for continuous improvement and recommend enhancements to workflows, procedures, and operational efficiency related to assigned duties.

IT Service Management (ITSM) Maintenance and Documentation

• Maintain the accuracy and integrity of the ITSM Knowledge Base by creating, reviewing, and updating Knowledge Base articles to ensure information is current and reliable.

• Develop, implement, and maintain standardized ticket templates and response scripts to promote consistency, efficiency, and quality in issue resolution.

• Identify, document, and report system issues, defects, or performance concerns related to the ITSM platform to appropriate technical or administrative teams.

Printer Support

• Coordinate with Office of Information Technology (OIT) part-time staff to ensure Wēpa printing kiosks remain operational, including troubleshooting issues and collaborating with the vendor as needed.

• Order and manage required supplies to maintain kiosk functionality, including monitoring usage trends and forecasting supply needs to ensure uninterrupted service.

Professional Development

• Attend and actively participate in all required Office of Information Technology (OIT) meetings.

• Engage in ongoing training and self-directed learning to enhance technical skills, adopt new technologies, and remain current with industry standards and service delivery best practices.

• Develop and maintain a working knowledge of the University’s computing infrastructure, including networks, systems, applications, data environments, and OIT operations, projects, and services to increase professional effectiveness.

• Participate in special projects and initiatives as assigned.

• Perform other as assigned in support of departmental and University objectives.

• Two years of college coursework with 2 years of full-time verifiable work experience in 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.
• 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.
• Strong teamwork and collaboration skills.
Analytical & Problem-Solving Skills
• Strong analytical and problem-solving skills with the ability to identify and resolve technical issues effectively.
• Proven research and analytical skills.
Technical Proficiency
• 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