Purpose:

The Client Services Technician provides computer hardware and software support. The position is primarily responsible for supporting customers that call, email, and/or submit tickets to Lincoln University's Helpdesk. Support at the helpdesk includes troubleshooting issues with end users and assisting end users with the use of Lincoln University systems. The Client Services Technician also provides in-person, on-site support of hardware and software as needed.

Essential Job Functions:

• Provide excellent customer service to end users in-person or by electronic means; including, but not limited to over the phone or by email.
• Help end users by diagnosing and troubleshooting hardware issues.
• Assist end-users by diagnosing and troubleshooting software and operating system issues.
• Assist users by providing basic network troubleshooting.

Additional Duties and Responsibilities:

1. Client Services Technicians may be expected to assist higher tiered support staff in resolving in-person/in-office related issues.

Qualifications:

Required: High School Diploma

Preferred:

• Coursework, training, and/or professional development in or related to computer science, computer information systems, networking, and customer relationship management.
• Experience assisting customers, clients, and/or end-users with technology issues.
• Experience researching, diagnosing, explaining, and resolving technology issues.
• Intermediate to Advanced knowledge of computer hardware, software programs, and network related troubleshooting.

Knowledge, Skills, Abilities, and Personal Characteristics:

1. Intermediate knowledge of university supported operating systems.
2. Ability to understand clients' technical needs and requirements; while being able to develop and implement solutions.
3. Ability to identify and resolve various software issues.
4. Ability to respond to changing schedules and priorities.
5. Excellent oral and written communication skills; emphasizing the ability to communicate with people at all technical levels, possess strong interpersonal skills and superior organizational skills.
6. Must have excellent customer service skills and be willing to provide support after normal business hours as needed or required.
7. Ability to properly manage time and workloads in an environment that is persistent with diversions, distractions, and interruptions to provide a consistent high-level of service.

Certifications, Licenses, Registrations:

No certifications, Licenses, or professional affiliations are required.

Physical Demands:

1. Primarily light sedentary office work.
2. Prolonged periods of sitting at a desk and working on a computer.
3. Ability to lift and carry 25 lbs. or more.

This job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Lincoln University. Since no job description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the jobholder's responsibility.