Job Description

Required Qualifications: Applicants must specifically address how they meet these required qualifications to meet the requirements of the position.
Experience providing technical support, customer service, or help desk services in a higher education or professional environment.
Strong verbal and written communication skills, including the ability to explain technical information to individuals with varying levels of technical experience.
Ability to troubleshoot technology issues, identify potential causes, and guide users through appropriate solutions.
Ability to provide support through multiple communication channels, including phone, email, chat, remote-support tools, and in-person interactions.
Strong organizational skills and attention to detail, including the ability to perform multiple tasks with frequent interruption, manage priorities, and provide timely follow-up on customer requests.
Ability to create, maintain, and update technical documentation, knowledge articles, and internal practices.
Preferred Qualifications
2+ years of previous customer service or technical support experience.
Experience using an IT service management or ticketing platform, such as TeamDynamix, ServiceNow, Jira Service Management, or a comparable system.
Experience using remote support tools and desktop management tools to support and administer Windows and Apple devices (including Active Directory / directory services).
Experience deploying, diagnosing, troubleshooting, and repairing computer hardware and network printers in a multi-user environment.
Experience installing, configuring, and supporting operating systems and software applications, including Windows, macOS, Microsoft 365, and other productivity software.
Knowledge of customer service, incident management, networking, IT security protocols, and troubleshooting best practices.
Demonstrated ability to work collaboratively within a team to support stakeholders knowledgeably and with professionalism.
Job Description
The Client Solutions department, as part of the IT Assistance Center (ITAC), seeks a technical professional to assist with the day-to-day support of university owned technical resources. The qualified candidate will perform various technical support tasks including installing, troubleshooting, and supporting computing hardware, operating systems, software applications, and peripherals. Requires excellent communication skills, the ability to exercise tact and diplomacy when working with customers, and the ability to collaborate effectively in a team environment.
Job Duties
Install, configure, and maintain desktop hardware, software, operating system images, and peripherals on university-owned computers.
Troubleshoot and resolve hardware, software, and connectivity issues on Windows and Apple desktop systems.
Provide technical support via phone, email, chat, remote-support tools, or in-person interactions.
Work closely with back-office teams when necessary to ensure complex technical issues are resolved efficiently.
Assist with inventory management and tracking of computing hardware within supported departments.
Accurately document internal practices, policies, and resolutions to maintain a robust team knowledge base.
Additional Information to Applicants
Criminal Justice Information Services (CJIS) certification or eligibility to acquire certification within the first 90 days of employment.
Ability to occasionally work extra hours when needed to meet critical business demands, including evenings, weekends, and holidays.