IT Client Services Specialist I

Brandeis University•Waltham, MA

2d•$62,000 - $71,000

About The Position

Brandeis University is looking for an IT Client Services Specialist I. The IT Client Services Specialist I serves as an entry-level technical representative for the IT Client Services Team, delivering high-touch customer service through the University’s IT Service Center and various remote support channels. This role combines front-line Service Desk operations with endpoint and classroom technology support, ensuring consistent technical experiences across academic, administrative, and learning environments. By translating technical concepts into accessible solutions, the Specialist manages the initial intake and resolution of foundational Tier 0 and Tier 1 requests, covering essential areas such as identity management, campus connectivity, and core software suites. Beyond daily desktop and mobile support, the Specialist provides critical remote and on-site assistance for Technology Enabled Spaces, including classrooms and conference facilities. Acting as a vital triage point, the position resolves foundational hardware, software and audiovisual issues while identifying urgent escalations for specialized infrastructure teams. The role further supports the broader departmental mission by assisting with university-wide initiatives—such as the Computer Refresh Program and Client Engagement Programs—while coordinating technical needs for high-profile events like Commencement and Board of Trustees meetings. The salary range for the position is $62k-$71k (annualized, will be paid hourly).

Requirements

Requires ability to lift 50 pounds and travel to offices across the University campus.
A driver's license in good standing is required.
Associate’s degree in related field required (bachelor’s degree preferred)
0-1 years of related experience.
Ability to thoughtfully collaborate with university faculty, staff, and students with varying levels of technical knowledge and abilities to support academic and administrative institutional goals
Must be able to effectively assist and advise customers in multiple modes of communication, including written, electronic, phone, and in-person, while always maintaining a professional demeanor.
Basic knowledge and ability to diagnose technology problems, computer hardware and software issues, and Audio/Video platforms and hardware
Familiarity with networking concepts, such as connecting to wifi, setting up wired internet connections
Familiarity or aptitude to learn the use of the service management software
Strong customer service skills, attention to detail, organization, collaboration and problem-solving skills, time-management skills, and the ability to protect and respect confidential information

Nice To Haves

Industry-related certifications are preferred and welcome, though not required. Examples include: ITIL, ITSM, Microsoft, Apple OS, HDI, Google, and Customer Service certifications

Responsibilities

Maintains a consistent presence at the IT Client Service Center (IT Help Desk) as a front-line customer service representative.
Provides on-site visits and/or remote customer support and remote diagnostics as required.
Provides support for customers through in-person walk-ups, onsite visits, virtual (web conference) & phone-based consults, pre-scheduled consultation appointments, and trouble ticket requests.
Collaborate with University faculty, staff, students, and guests, maintaining customer support excellence and committed follow-up support to resolve technical problems.
Communicates technical concepts to non-technical clients with excellent written and oral communication skills.
Documents all related activities in appropriate IT Service Management (ITSM) platforms such as the ticketing system, knowledge base, wiki or other communication channels.
Triages, analyzes, provides troubleshooting and resolves a diverse range of Tier 0 (Self-Service) and assists in the resolution of Tier 1 (Basic Support) for IT & AV service requests and problems, including topics such as: Account login & password resets, two-factor authentication setup, VPN configuration, wireless and wired internet connectivity issues. Operating system issues and updates, software installation assistance, basic software support for conferencing platforms (Zoom, Google Meet), and self-service portal support (ticketing system) IT Hardware issues, including Computer, printer, mobile device, and peripherals Remote troubleshooting of A/V hardware and software in Technology Enabled Spaces on campus, such as classrooms, conference spaces, and labs.
Triages and escalates advanced technology issues to Tier 2 (Technical Support) specialists, analysts, engineers, management or other ITS departments including areas such as: AV/Media & Classroom Emergency Phone Line, Security, Network or Systems support Video conferencing, telecom and other Unified Communications Services Learning Management Systems (LMS), Lecture capture & video repository access (Digital Media), and events.
Acts as a technical escalation point for department student staff.
Provides support for tasks, projects, initiatives, and programs that promote cross-functional collaboration and support technology engagement programs
Participates in Deployments & Support as required, for the university computer refresh program (Client Endpoint Provisioning) and classroom & event-space refresh program (Learning Space Endpoint Provisioning), including assisting with on-site and/or remote hardware and software deployments as required.
Assists in Tasks and Projects for major events such as Commencement, Orientation, Alumni Weekend, University Festivals & Institutes, Board of Trustees Meetings, and similar high-profile meetings and events, which may require after hours or weekend support.
Assists in mentoring student staff in areas of customer service and technology support.
Other duties as required