Client Services Technician, Information Technology
University of Tennessee, Knoxville
Chattanooga, TN
Full-time
Information Services / Technology (IT)
Posted on April 11, 2024
Client Services Technician (Information Technology Technician 1 – MR05)
Information Technology
University of Tennessee, Chattanooga
The Service Desk is the central point of contact for all IT-related incidents and service requests. The role of the Client Services Technician is to provide 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.
Primary Responsibilities:
User Support
- Act 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
- Provide 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
- Record and classify incidents and make effort to restore a failed IT service as quickly as possible
- Assign unresolved incidents to the appropriate tiered support groups
- Document and record 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 problem
- Keep users informed about their incidents’ status at agreed intervals
- Resolve incidents within the specified service level agreements/operational level agreements
- Customer follow-up to ensure that our end users’ needs have been met and ensuring customer satisfaction in every step of problem resolution
- Offer technical guidance to student employees and other team members
- Maintain and use the IT knowledge base, ensuring our customers are properly informed through our self-service support
- Provide 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
- Knows and executes on decisions which are within their scope
- Knows and asks for assistance on decisions which are outside of their scope
- Experience and knowledge with desktop operating systems including Windows and Mac OS
- Application support knowledge
- Incident management application knowledge
- 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
Minimum Qualifications: Typically requires a high school diploma and one year of relevant experience, or an equivalent combination of education, training, and experience.
Preferred Qualifications: 1+ year of troubleshooting technical support, 1+ year of technical (hands-on) hardware & software installation experience, 1 + year of Customer Service experience, and prior higher education experience are preferred.
The University of Tennessee Chattanooga is an EEO/AA/Title VI/Title IX/Section 504/ADA/ADEA institution. All qualified applicants will receive equal consideration for employment and will not be discriminated against on the basis of race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, physical or mental disability, or protected veteran status.
Qualifications :
