Client Support Specialist II

Job description

Client Support Specialist II

University of San Francisco

Job Summary:

  • The Client Support Specialist (Level II) will split time between Help Desk intake, resolving client support issues at the first and second technician levels, and working remote sessions and service calls in the field. The technician will also take reservations for classroom equipment, handle the replacement process, and provide telecom support.
  • Provided the basic of Help Desk coverage is maintained, the position offers the opportunity to develop technical skills and to learn to resolve more complex problems over time.

    Job Responsibilities:

    •Provide 1st and 2nd tier support over the phone, email, walk-ins, field, and remote desktop technical support under the coordination of the Client Support Manager (target 75% or higher resolution for first-contact)
    •Resolve Level II support issues in the field or via remote assistance
    •Provide support and troubleshoot for NEC PBX and CISCO VOIP phones
    •Provide support Pinnacle Call Management System: Moves, Adds, and Changes
    •Act as the first point of contact during the escalation of urgent support requests from the ITS Help Desk, either responding to resolve the request or escalating to Classroom Technology staff technicians
    •Work with manager to escalate trouble tickets to 3rd tier technicians and engineers, depending on the support needs of the end user.
    •Open trouble tickets for end users reporting various problems
    •Input and maintain detailed, accurate data in trouble tickets for purposes of tracking, escalating and reporting issues
    •Monitor and follow-up on end-user emails, ServiceNow self-service tickets, and voicemail requests
    •Advise end users, as appropriate, of status updates relative to individual trouble tickets, system outages and other network related conditions
    •The technician will also take reservations for classroom equipment, log and assign classroom help requests and handle distribution of equipment
    •Quickly identify and communicate to the appropriate parties that individual user issues may be indicative of a more significant problem (server down, network outage, etc.).
    •The technician handles deployment of replacement and retrieval of the university ITS assets. Transfer data, deploy, setup and demo new ITS assist to staff and faculty employees in a timely and very customer friendly manner.
    •Identify and communicate internal support issues as part of the process to improve customer service
    •Serve as a resource for student assistants and new technicians while providing constructive and positive feedback to applicable managers
    •Coordinate training of student assistants for essentials phone support service and computer troubleshooting
    •Participate in various projects to expand the support knowledge base and skill set.
    •Work with additional ITS departments on projects and testing as time permits. Target is about 25% of the time, although this will vary with service volume.
    •Provide a weekly report to the manager on project progress and highlighting any accomplishments or challenges.
    •Assist in the creation of departmental operating guidelines, procedures, and documentation
    •Support POS Micros Cash Register
    •Other related duties as assigned.

    Minimum Requirements:

    •Strong customer service skills
    •Must possess excellent interpersonal communication and organizational skills.
    •2-3 years experience in help desk, computer lab, or call center support position
    •Experience in network and server support concepts, including Windows and Macintosh server installation and troubleshooting, network login process and user account authentication, and TCP/IP and Active Directory administration tools
    •Demonstrates patience when problem-solving complex technical issues, over the phone and in person, with diverse customers
    •Energetic, self-directed, motivated and professional individual who thrives in a fast-paced, dynamic environment
    •Must have technical skills set to troubleshoot and resolve technical service calls. This includes knowledge (or familiarity) of the following: GoogleApps Suite, Windows 2000/XP/7, Macintosh OS 10.x and above, Microsoft Office Suite 2007/2010/2011(MAC), MS Outlook and Outlook Express, Firefox and Internet Explorer, file administration, network connectivity issues, TCP/IP troubleshooting and other Ethernet/Remote Access issues.
    •Proficient in desktop imaging and deployment tools, including (but not limited to) Symantec Ghost, LANDesk, and DeepFreeze
    •Proficient in integrating desktop security for public access machines hardening Windows policy settings.
    •Able to learn and support new applications quickly
    •Resolve basic telephone and network-related issues
    •Ability to interact with all levels of an organization in a professional, diplomatic and tactful manner
    •Ability to work productively in cross-functional teams or resourcefully and independently as an individual
    •Ability to lift moderately heavy equipment (e.g., Servers, Monitors, Printers, etc.)
    •Able to work on the weekend or with modified shifts
    •Knowledgeable with Telecom and NEC PBX phones system

    Additional Knowledge, Skills, and Abilities:

    •ITIL v3 Foundation Certification is a plus
    •HDI Support Analyst Certification is a plus
    •Lenovo and Apple Hardware Repair Certifications is a plus

    For information on how to apply, please visit the following link:

    EEO Policy
    The University of San Francisco is an equal opportunity institution of higher education. As a matter of policy, the University does not discriminate in employment, educational services and academic programs on the basis of an individual’s race, color, religion, religious creed, ancestry, national origin, age (except minors), sex, gender identity, sexual orientation, marital status, medical condition (cancer-related and genetic-related) and disability, and the other bases prohibited by law. The University reasonably accommodates qualified individuals with disabilities under the law.

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    Job No:
    Posted: 11/5/2018
    Application Due: 11/13/2018
    Work Type: