Client Services Technician I

Job Description Summary
As a Client Service Technician I you play a pivotal role in delivering exceptional customer service to university staff faculty and students. Your technical prowess extends across Windows and Macintosh computer systems as well as Apple iOS devices. Youre the goto person for troubleshooting software and hardware issues ensuring seamless operations across campus technologies. Additionally your expertise in installing and configuring classroom Audio Visual (AV) systems contributes to an enriched learning environment. Your familiarity with access control systems for ID card issuance adds an extra layer of security. Collaborating closely with the Network Operation Server Administration Card Services and Service Desk teams youre a vital link in resolving desktop and AV supportrelated challenges.

Responsibilities
Technical Support Troubleshoot and resolve hardware and software issues in accordance with SLAs. Research and identify solutions to software and hardware issues using the tools provided. Troubleshoot classroom/lab AV systems issues in accordance with SLAs. Issue support and troubleshoot Student Faculty and Staff ID Cards. Support and troubleshoot Persona and Blackboard door access in accordance with SLAs and working with Card Services. Support and maintain university computers tablet computers printers digital signage AV systems and public space VDIs. Regularly image configure and install Windows and Macintosh systems in accordance to refresh and new hire computer policies. Maintain configure and install instructor and lab computers during trimester breaks. Maintain AV systems during trimester breaks. Set up and take down AV equipment for presentations. Assist with network and application troubleshooting issues. Work closely and coordinate with Server Administration Network Operation and Service Desk teams. Recognize identify and report reoccurring application service and hardware issues. Create and maintain Desktop Support documentation for internal and external use. Clearly communicate problems and resolutions to customers and supervisors. Education/Skill improvement Research new technologies to meet the technology needs of university strategic goals. Acquire update and maintain certification(s) (e.g. Dell Apple Windows and CTS or education related to service delivery. Other Perform other duties as assigned

Required Qualifications
Bachelors Degree in Computer Science Information Technology or related field. A minimum of 3 years in providing professional technical support with proven ability to troubleshoot and fix routine to complex technical problems. Proficiency with current Microsoft Macintosh and iOS operating systems and applications local area networking and TCP /IP technologies. Strong skills and proven ability in the setup configuration and use of Windows Macintosh and iOS Operating Systems printing and networking. Proven understanding of Macintosh and Windows hardware hard drives and data recovery. Proven understanding of video/audio streaming on Macintosh and Windows computers. A strong commitment to customer service and teamwork. Strong organizational and problemsolving skills. Ability to perform duties under general supervision and demonstrate initiative for assignments. Excellent troubleshooting skills to analyze routine and complex technical problems and formulate and communicate logical and sound conclusions and recommendations. Ability to establish and maintain technical documentation. Demonstrate effective written and oral communication skills. Ability to use tact and diplomacy and to maintain a high level of confidentiality. Excellent interpersonal skills with a diverse group of individuals at all organizational levels. Excellent technical skills to learn use and troubleshoot new technologies. Ability to accept and implement changes to work procedures and policies. Proven ability to adapt to new technologies. AudioVisual and Desktop Computer specific (e.g. Extron Crestron Dell A) experience or certifications. Working knowledge of the campus and the university policies and procedures that pertain to the duties of this position. Ability to respond to escalated problems/issues and carry out duties and responsibilities in a timely manner. Ability to prioritize duties when faced with interruptions distractions and a fluctuating workload.