IT Support Associate - Client Services Associate I

Carbondale•On Campus, IL

About The Position

SIU Carbondale’s SalukiTech Support Team, within the Office of Information Technology, is hiring an entry-level Client Services Associate I to support technology services and customer satisfaction across the university. The associate works with full-time staff, graduate assistants, and student workers to provide customer-focused support for desktop and portable computers, computer labs, computer-equipped classrooms, and related systems. The role involves hands-on troubleshooting, setup, maintenance, deployment, and user training, with guidance from senior staff as the employee develops the skills to handle tasks independently. The associate responds to service requests, gathers information from customers, identifies appropriate solutions from the OIT service catalog, documents work in the ticketing system and knowledgebase, and escalates unfamiliar or advanced issues when needed. Support is delivered through appropriate channels, including phone, chat, digital communications, and face-to-face interaction. The position also involves helping protect the university from cyber threats, educating campus users about security, assisting with security remediation, and supervising or mentoring one to two student workers. The successful candidate is expected to learn new technologies and procedures, communicate effectively with nontechnical users, and uphold OIT operating standards.

Requirements

High school diploma or equivalent.
At least one year (12 months) of qualifying education and/or experience, which may be a combination of relevant college coursework and end-user computing support work experience.
Relevant coursework must be in Information Systems Technologies, Computer Science, Information Technology, or a closely related discipline, including desktop computing and/or networking; qualifying coursework is credited according to the posting’s semester-hour conversion table.
Ability and willingness to learn technical knowledge and troubleshoot software, hardware, and/or system issues.
Ability to follow instructions, research options, and collaborate with team members to develop solutions.
Ability to document resolutions and step-by-step processes in a knowledgebase.
Ability to communicate with nontechnical people and build and maintain customer relationships.
Ability to prioritize urgent work alongside assigned tasks to meet customer needs.
Commitment to excellent client service, optimal resolutions, and OIT standards and operational practices.
Ability to recognize when an issue is unfamiliar or beyond current experience and escalate it in a timely manner.
Flexibility and willingness to take on assigned tasks and projects related to OIT technology efforts.
Out-of-state candidates must establish Illinois residency within 180 calendar days of the position’s start date.
Work authorization sponsorship is not available.

Nice To Haves

Familiarity with administration of Microsoft Windows, Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, and OneDrive), macOS, Microsoft SCCM, Microsoft Intune, Active Directory, and Group Policy.
Ability to prioritize work, complete assigned tasks, and proactively review and maintain an ITSM ticketing log.
Troubleshooting ability combined with sound judgment about when to request assistance for issues requiring advanced expertise.
Ability to balance urgent requests with timely responses and appropriate resolutions for less urgent needs.
Willingness to document scenarios comprehensively, including procedures for previously unknown or undocumented issues.
Flexibility and ability to work well with colleagues.
Openness to continuous learning at work and through self-directed learning.

Responsibilities

Provide front-line technical support for end-user devices, systems, and applications throughout the university, including helpdesk, deskside support, and device deployment.
Troubleshoot issues, fulfill service requests, and help users use technology effectively, working under supervision and escalating issues when appropriate.
Set up, maintain, install, remove, and dispose of desktop and portable computers, computer labs, computer-equipped classrooms, and audio-visual or teaching lab equipment.
Assist with network design, construction, maintenance, and troubleshooting to support functionality, stability, and security.
Work with operating systems and enterprise management tools, including Windows, Mac OS, iOS, Android, SCCM, Active Directory, Group Policy, and Intune.
Create and manage tickets, and enter complete and timely information about work performed into the ticketing system.
Communicate with customers through appropriate channels, actively listen, ask questions, and provide timely resolutions with minimal downtime.
Provide deskside and remote training to faculty, staff, and students so they can access devices and systems and work productively.
Document procedures, issues, and resolutions in the knowledgebase; share knowledge with colleagues and support Tier I helpdesk work.
Learn and take on new technology tasks and other assigned projects; follow OIT procedures and elevate challenges requiring special consideration.
Work with OIT supervisors, supported departments, and other support staff to deliver technology services.
Proactively learn about, prevent, and mitigate cyberattacks; provide self-training and client training and assist with security remediation.
Supervise, train, and mentor one to two student workers.
Prioritize urgent and assigned work while providing timely responses and appropriate resolutions.