Client Services Technician I

Chapman University Careers•Irvine, CA

About The Position

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. You’re the go-to 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, you’re a vital link in resolving desktop and AV support-related challenges.

Requirements

Bachelor’s 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 problem-solving 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.
Audio-Visual 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.

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