Client Support Specialist II

University of San Francisco

8d•$28 - $33

About The Position

The Client Support Specialist II divides time between Help Desk intake, first- and second-tier client support, and field service calls. The role also handles classroom equipment reservations, logs and assigns classroom help requests, and distributes equipment at the Help Desk. When scheduling permits and core Help Desk coverage is maintained, the specialist works with Endpoint Engineering on testing and projects, with a target of about 25% of time devoted to this work depending on service volume. The position offers opportunities to develop technical skills and learn to resolve increasingly complex problems. The specialist provides support by phone, email, walk-in, in the field, and through remote desktop, aiming to resolve at least 75% of issues on first contact. Working under the coordination of the Associate Director of Help Desk, the specialist records and monitors trouble tickets, follows up with users, escalates issues as appropriate, communicates status and broader service disruptions, and resolves Level II issues in the field. The role also contributes to support documentation, projects, monthly progress reports, and the training and guidance of Help Desk student assistants. Other related duties may be assigned.

Requirements

Strong customer service skills and excellent interpersonal communication skills.
Two to four years of experience in a help desk or IT support position, or an equivalent combination of education and experience.
Experience using a service ticketing system, such as Service-Now, as a technician.
Patience when troubleshooting complex technical issues with diverse customers, both by phone and in person.
Energetic, self-directed, motivated, and professional approach, with the ability to thrive in a fast-paced, dynamic environment.
Team-oriented approach and strong organizational skills.
Technical troubleshooting ability and knowledge or familiarity with Windows 11, current macOS releases, Chrome OS, Microsoft 365 (including Outlook and Teams), Google Workspace, file administration, network connectivity, TCP/IP troubleshooting, VPN/remote access, and endpoint security basics.
Must possess or be able to pass Dell laptop and desktop hardware certifications, Apple ACMT (Apple Certified Mac Technician), and CompTIA A+ within 12 months of hire.
Ability to learn and support new applications quickly.
Comfort resolving basic telephone and network-related issues.
Ability to interact professionally, diplomatically, and tactfully with all levels of an organization.
Ability to work productively in cross-functional teams and independently.
Ability to work with both primary and dotted-line reporting.
Ability to lift moderately heavy equipment, including desktop computers, monitors, and printers.
Ability to work modified shifts when necessary.

Responsibilities

Provide first- and second-tier support by phone, email, walk-in, in the field, and through remote desktop, targeting resolution of 75% or more of issues on first contact.
Open trouble tickets for end users and enter and maintain accurate, detailed ticket information for tracking, escalation, and reporting.
Work with the supervisor to escalate tickets to third-tier technicians and engineers as needed.
Monitor and follow up on end-user email and voicemail requests.
Advise end users of ticket status, system outages, and other network-related conditions.
Identify and promptly communicate when individual user issues may indicate a broader problem, such as a server or network outage.
Resolve Level II support issues in the field and identify internal support issues that can inform customer-service improvements.
Assist the Associate Director of Help Desk with developing and maintaining support documentation and procedures.
Participate in projects that expand the support knowledge base and skill set.
Assist in training and supervising Help Desk student assistants and serve as a resource for student assistants and new technicians.
Work with Endpoint Engineering on projects and testing as scheduling permits, with a target of about 25% of time depending on service volume.
Provide monthly reports to the supervisor on project progress, accomplishments, and challenges.
Take classroom equipment reservations, log and assign classroom help requests, and distribute equipment at the Help Desk.
Perform other related duties as assigned.