What are the responsibilities and job description for the Client Services Technician, Information Technology position at The University of Tennessee at Chattanooga?
Job Description
The Service Desk is the central point of contact for all IT-related incidents and service requests. The Client Services Technician provides first-line support for all staff and students at the University of Tennessee at Chattanooga. The Technician works in a dynamic, fast-paced environment which provides services over the phone, through e-mail, in person (for walk-in support customers), and chat. If the Technician cannot resolve the issue, they will escalate to advanced staff in other IT areas for resolution. The Technician is responsible for logging incidents and service requests while seeking to resolve them so that service levels, customer satisfaction, and targets are achieved and maintained.
Responsibilities
User Support
Work Location/Hours: This is an on-campus position in Chattanooga, TN. Hours of operation are generally 8:00am-8:00pm. This position often works the daily shift that includes evening hours.
Qualifications
Minimum: Typically requires a high school diploma and one year of relevant experience, or an equivalent combination of education, training, and experience; and 1 year of technical (hands-on) hardware & software installation experience required.
Preferred: 1 year of Customer Service experience; 1 year troubleshooting technical support; 1 year of technical (hands-on) hardware & software installation experience; and prior higher education experience are preferred.
The Service Desk is the central point of contact for all IT-related incidents and service requests. The Client Services Technician provides first-line support for all staff and students at the University of Tennessee at Chattanooga. The Technician works in a dynamic, fast-paced environment which provides services over the phone, through e-mail, in person (for walk-in support customers), and chat. If the Technician cannot resolve the issue, they will escalate to advanced staff in other IT areas for resolution. The Technician is responsible for logging incidents and service requests while seeking to resolve them so that service levels, customer satisfaction, and targets are achieved and maintained.
Responsibilities
User Support
- Acts as a first point of contact for university faculty, staff, students, and guests to assess problems, determine root causes, and provide advice for remediation or referral to the next support tier
- Provides first-line investigation and diagnosis of all incidents and service requests via phone, email, walk-in, or chat. Utilizing remote support tools when necessary to address customer needs
- Assists users with troubleshooting and completing more advanced hardware/software repairs
- Records and classifies incidents and make effort to restore a failed IT service as quickly as possible
- Assigns unresolved incidents to the appropriate tiered support groups
- Documents and records detailed information about the customer’s incident or service requests in a ticketing (incident management system), including diagnostic steps and communications with the customer as they troubleshoot reported problems
- Keeps users informed about their incidents’ status at agreed intervals
- Resolves incidents within the specified service level agreements/operational level agreements
- Provides customer follow-up to ensure that our end users’ needs have been met and ensuring customer satisfaction in every step of problem resolution
- Offers technical guidance to student employees and other team members
- Maintains and uses the IT knowledge base, ensuring our customers are properly informed through our self-service support
- Provides service feedback information as needed
- Assists with maintaining a clean, welcoming environment for guests at the Service Desk
- Attends Information Technology & Client Services staff meetings
- Ensures work hours/time is logged and entered within payroll deadlines
- Other duties as assigned/needed
- Interpersonal skills, with a focus on rapport-building, listening, and questioning skills
- Demonstrated problem-solving and multi-tasking skills
- Good documentation skills
- Ability to conduct research into a wide range of computing issues as required
- Ability to absorb and retain information quickly
- Ability to present ideas in user-friendly language
- Experience and knowledge with desktop operating systems including Windows and Mac OS
- Application support knowledge
- Incident management application knowledge
- Knowledge to execute decisions which are within their scope
- Knowledge of when to ask for assistance on decisions which are outside of their scope
Work Location/Hours: This is an on-campus position in Chattanooga, TN. Hours of operation are generally 8:00am-8:00pm. This position often works the daily shift that includes evening hours.
Qualifications
Minimum: Typically requires a high school diploma and one year of relevant experience, or an equivalent combination of education, training, and experience; and 1 year of technical (hands-on) hardware & software installation experience required.
Preferred: 1 year of Customer Service experience; 1 year troubleshooting technical support; 1 year of technical (hands-on) hardware & software installation experience; and prior higher education experience are preferred.