Client Services Technician, Information Technology
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Job Location:
Chattanooga, TN - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
The Service Desk is the central point of contact for all IT-related incidents and service requests. The Client Services Technician provides first-line support for all staff and students at the University of Tennessee at Chattanooga. The Technician works in a dynamic fast-paced environment which provides services over the phone through e-mail in person (for walk-in support customers) and chat. If the Technician cannot resolve the issue they will escalate to advanced staff in other IT areas for resolution. The Technician is responsible for logging incidents and service requests while seeking to resolve them so that service levels customer satisfaction and targets are achieved and maintained.
Responsibilities
User Support
- Acts as a first point of contact for university faculty staff students and guests to assess problems determine root causes and provide advice for remediation or referral to the next support tier
- Provides first-line investigation and diagnosis of all incidents and service requests via phone email walk-in or chat. Utilizing remote support tools when necessary to address customer needs
- Assists users with troubleshooting and completing more advanced hardware/software repairs
- Records and classifies incidents and make effort to restore a failed IT service as quickly as possible
- Assigns unresolved incidents to the appropriate tiered support groups
- Documents and records detailed information about the customers incident or service requests in a ticketing (incident management system) including diagnostic steps and communications with the customer as they troubleshoot reported problems
- Keeps users informed about their incidents status at agreed intervals
- Resolves incidents within the specified service level agreements/operational level agreements
- Provides customer follow-up to ensure that our end users needs have been met and ensuring customer satisfaction in every step of problem resolution
- Offers technical guidance to student employees and other team members
- Maintains and uses the IT knowledge base ensuring our customers are properly informed through our self-service support
- Provides service feedback information as needed
Administration
- Assists with maintaining a clean welcoming environment for guests at the Service Desk
- Attends Information Technology & Client Services staff meetings
- Ensures work hours/time is logged and entered within payroll deadlines
- Other duties as assigned/needed
The ideal candidate will possess the following:
- Interpersonal skills with a focus on rapport-building listening and questioning skills
- Demonstrated problem-solving and multi-tasking skills
- Good documentation skills
- Ability to conduct research into a wide range of computing issues as required
- Ability to absorb and retain information quickly
- Ability to present ideas in user-friendly language
- Experience and knowledge with desktop operating systems including Windows and Mac OS
- Application support knowledge
- Incident management application knowledge
- Knowledge to execute decisions which are within their scope
- Knowledge of when to ask for assistance on decisions which are outside of their scope
Review of applications will beginOctober 6 2025and will continue until the position is received bythis datewill receive priority consideration.
Work Location/Hours:This is an on-campus position in Chattanooga TN.Hours of operation are generally 8:00am-8:00pm. This position often works the daily shift that includes evening hours.
Qualifications
Minimum:Typically requires a high school diploma and one year of relevant experience or an equivalent combination of education training and experience; and 1 year of technical (hands-on) hardware & software installation experience required.
Preferred:1 year of Customer Service experience; 1 year troubleshooting technical support; 1 year of technical (hands-on) hardware & software installation experience; and prior higher education experience are preferred.
Required Experience:
IC
Key Skills
- Business Process
- Active Directory
- Customer Service
- Information Technology
- HIPAA
- Information Security
- Infrastructure
- Linux
- Project Management
- Nist
- Risk Assessments
- Procedures
- hardware
- Data Analysis
- Technical Support
About Company
Whether you want to learn the art of aviation or get ready for a career in public service, the University of Tennessee System (UT) is here to help. The 200-year-old school provides undergraduate, graduate, and professional academic programs to about 50,000 students; programs include b ... View more
