IT Client Services Specialist II
About The Position
The IT Client Services Specialist II serves as a front-line technical representative for the IT Client Services Team, delivering high-touch customer service through the University’s IT Service Center, scheduled consultations, and on-site visits. This role combines front-line Service Desk operations with endpoint and classroom technology support, ensuring consistent technical experiences across academic, administrative, and learning environments. Responsible for the end-to-end management of client requests, the Specialist provides intermediate hardware and software diagnostics to resolve a diverse range of Tier 1 issues while maintaining meticulous documentation within the University’s ITSM platforms to ensure service excellence and identifying urgent escalations for specialized infrastructure teams. In addition to traditional desktop and mobile support, the position provides comprehensive assistance for Technology Enabled Spaces, including classrooms and conference facilities. The Specialist identifies and resolves Tier 1 audio-visual and media support issues, acting as a vital triage and escalation point for advanced system owners and Unified Communications teams. Beyond daily technical operations, the role contributes to the broader technology lifecycle by executing endpoint provisioning projects—such as the Computer Refresh Program and Client Engagement Programs—while mentoring both student staff & developing specialists— and providing technical coordination for high-profile events like Commencement and Board of Trustees meetings.
Requirements
- Requires ability to lift 50 pounds and travel to offices across the University campus.
- A driver's license in good standing is required.
- Bachelor’s degree in a related field. Experience can be substituted for education.
- 1-3 years of related work experience required.
- Strong customer service skills, attention to detail, organization, collaboration and problem solving skills, demonstrated timemanagement skills, the ability to protect and respect confidential information.
- 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 communicate including written, electronic, phone and in-person, while maintaining a professional demeanor at all times.
- Intermediate Knowledge and ability to diagnose and resolve technology problems, computer hardware and software issues and Audio/Video platforms and Hardware.
- Familiarity with networking concepts such as connecting to wifi, setting up hardwire internet connections.
- Demonstrated ability in the use of IT service management software (ITSM). Examples include platforms such as Teamdynamix, ServiceNow, Jira etc.
Nice To Haves
- Some supervisory experience is preferred, not required
- 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 1 (Basic Support) for IT & AV service requests and problems.
- 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.
- Provides hardware & software technical services, including diagnostics, troubleshooting, and resolution steps for university computers, printers, mobile devices and other emerging technology.
- Acts as a technical escalation point for department student & entry-level 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.
- Mentors student and entry-level staff in areas of customer service and technology support.
- Other duties as required
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
