Client Support Technician
The Client Support Technician is responsible for providing, consulting, technical support, and problem tracking services to clients/end users. Work assignments involve the installation, configuration, and troubleshooting of diverse software applications and hardware systems being used by clients. This position includes a Level 1 and Level 2 responsibility. The position will also rotate evening/weekend on-call duties.
Essential Duties and Responsibilities:
Level 1
- Actively work as part of the Helpdesk, logging, monitoring, resolving, and closing work orders
- Work with end users to resolve work orders
- Identify security issues
- Ensure that hardware, software and peripherals are properly configured and fully operational
- Perform standard preventative maintenance
- Determine the possibility of security breaches, viruses or broader causes of problems found
- Troubleshoot hardware and software problems
- Identify problem trends
- Other duties as assigned
Level 2
- All Level 1 responsibilities
- Manage system user accounts (adds, changes, and deletes)
- Assist with development of system wide security standards
- Maintain applicable records including user lists, user accounts and security.
- Act as a consultant to clients/end users regarding the installation of software and hardware
- Diagnose, resolve, and document operating/software problems encountered by clients.
- Work with hardware and software vendors to resolve installation, configuration and operational problems.
Position Requirements:
Level 1:
- High School degree or a combination of equivalent education and experience
- Experience in a customer service field with the ability to enhance customer experience
- Strong interpersonal, verbal, and written communication skills
- Ability to work productively in a structured high-paced, team environment
- Ability to explain technical issues clearly
- Proficient in Windows and Mac operating systems
- Proficient in software installations
- Ability to lift 50 pounds
- Ability to drive University vehicle
Level 2
- All Level 1 Education and Skills
- Recent experience in configuring, installing, upgrading, and troubleshooting Intel based PCs and Macs
- Recent experience with Windows and Mac operating systems
- Experience with telephone and voice mail systems
- Knowledge of hardware, software and network configurations
- Ability to prioritize and perform duties without direct supervision
- Ability to meet deadlines and work under pressure.
Typical Physical Demands:
Ability to lift 50 pounds
Ability to drive University vehicle
Work Schedule:
Hourly compensation for a standard 40-hour work-week
