Technical Client Support Specialist

The Client Support Specialist is a member of the Customer Service and Support team and provides IT software and hardware support to the faculty, staff and students. 

The Client Support Specialist must be familiar with a variety of technology and able to trouble-shoot and resolve issues with Mac computers, tablets, and smartphones. The Specialist supports customers in their office, as walk-ins and by phone or video conference using remote support tools. The Client Specialist may also be asked to assist with IT field support for printers and asset and configuration management.

The Client Support Specialist will also be called on to support and assist with special technology requests, such as network printing, NAS access, Crashplan restores and enrolling devices with InTune and Jamf

PLEASE NOTE:  This is for someone with expertise in the MacOS arena; NOT WINDOWS

This is Technical Support so it will be on-site DAILY from day one (NO HYBRID or WFH)

Responsibilities

• Troubleshoot and resolve issues with computers and mobile technology devices, including diagnosing hardware, software and operating systems issues
• Maintain customer computers and mobile technology devices, including installing software, assisting with configuration, and upgrading software
• Contribute to and help maintain IT support documentation (knowledge articles) for the campus’ technical support
• Maintain knowledge and proficiency in the current University infrastructure systems, such as Active Directory, Network Attached Storage, and eMail (Exchange/Gmail) and encryption tools and applications
• Maintain knowledge and proficiency in collaborative applications used on campus including Microsoft Office, SharePoint, Teams and OneDrive; Google Applications, and Zoom
• Maintain familiarity with teaching and learning applications and tools, such as Canvas
• Respond to, document and resolve customer support requests in ServiceNow
• Update management on current job requests and project work
• When provided access to personal, proprietary and/or otherwise confidential data, maintain information in the strictest of confidence and follow procedure to ensure the privacy, security and proper use of the data
• Participate in the testing of new, upgraded or demo systems and services prior to those systems/services going into production; provide timely reports on testing results and/or related research
• Provide IT Support backup to other campus departments and the OIT Solutions Center Tech Clinic when resources are needed
• Work on special OIT projects as assigned to the team
• As a part of the team, test the readiness of new or upgraded systems and services for production
• Maintains specialized printing equipment and coordinates billing information to the department manager
• Update personal computing configuration items and asset information in the Configuration Management Database (CMDB)
• Use ServiceNow to organize receive and update assignments

Essential Qualifications

• A commitment to professional and courteous customer service
• A minimum of 3 years' experience providing tier-2 and tier-3 technical support
• In-depth knowledge of Macintosh computers and OS, and smartphones such as iPhone/iPad and Android devices
• Solid understanding of and experience supporting Active Directory
• Experience with and the ability to setup and resolve issues with various email clients (Outlook, MacMail, Thunderbird, and Gmail) on computers and mobile devices
• In-depth knowledge of Microsoft Office, printing and networking
• Ability and interest to keep up to date with the latest trends in personal computing and mobile technology
• Excellent organizational and interpersonal communication skills, and the ability to prioritize
• Willingness to work toward mastery of new technologies and skills as campus IT needs or the University/OIT direction changes
• A valid driver license and the willingness to use alternate modes of on-campus transportation, such as Limited Speed Vehicles (LSV), bicycles, personal car, and walking to get to job sites
• Ability to lift 25 to 50 lbs. (e.g. computer equipment)

Preferred Qualifications

• A+, MCP, MCSE, Apple and/or MCSA certifications
• Previous experience as a Mac Genius, or similar, supporting a MacOS environment 
• Experience providing technology support for a mid- or large-sized organization
• Experience with Jamf, ServiceNow, Bomgar, and/or Drupal
• Previous experience providing support in a higher education setting
• Knowledge of scripting languages such as VBScript, PowerShell, and/or Apple script
• Knowledge of MS SQL for queries and reporting
• Familiarity with conference room audio-visual equipment

Education

Bachelor’s degree or equivalent experience