Client Support Specialist - Helpdesk

Carleton College • Northfield, MN

410d

About The Position

The Client Support Specialist - Helpdesk at Carleton College serves as a vital link between the Information Technology Services (ITS) Department and the Carleton community, providing essential computing support to faculty, staff, and students. This role is integral to the ITS Helpdesk team, responsible for coordinating Helpdesk activities, resolving technical issues, and ensuring a high level of customer service. The position requires strong interpersonal skills and a commitment to creating positive experiences for users in a dynamic environment.

Requirements

• Bachelor's Degree
• Two years work experience providing customer service
• Experience in providing technology-related support

Nice To Haves

• Experience working in a higher education or non-profit organization
• Demonstrated ability to explain ideas with an encouraging demeanor
• Coursework in a teaching-related field

Responsibilities

• Triage issues and delegate to specialized IT staff when necessary, while keeping users informed of the process.
• Review the ITS Helpdesk ticket queues, adjusting ticket priorities and schedules as needed.
• Identify patterns in reported issues and suggest areas of improvement, focusing on timely resolution of tickets.
• Serve as the primary reporter of critical campus issues to ITS leadership and other ITS groups.
• Assist the Carleton community with technology issues via phone, in-person, chat, and remote assistance.
• Provide supervision and mentorship to Helpdesk student employees, coordinating their workflow during shifts.
• Maintain accurate documentation of support requests, resolutions, and troubleshooting steps in the college's ticketing system TDX.
• Contribute to the development of knowledge base articles and identify services needing additional documentation or improved processes.
• Collaborate with other members of ITS to ensure seamless operations and contribute to broader technology initiatives.

Benefits

• Comprehensive medical, dental, and vision insurance
• 403(b) retirement plans with a 10% employer contribution and immediate vesting
• Health savings account with a college contribution
• Generous paid time off package
• Access to many other campus amenities

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Industry: Educational Services
• Education Level: Bachelor's degree