Quinnipiac University invites applications for the position of Client Services Technician. As part of Information Services, you will have the opportunity to work in a fast-paced environment providing timely, and effective quality customer support to faculty, staff and students with computer (PC and MAC) and audiovisual equipment.
The Client Services Technician provides consultation, technical assistance and expertise to ensure efficient customer service.
Provide technical support via phone, chat technology and remote access software
Manage incoming TechHelp requests (Track-It work orders), completing those that can be resolved remotely or without escalation
Document support activities (phone, chat, work order) ensuring that daily summaries are accurate and completed in a timely fashion
Review completed support incidents (phone, chat, work orders) and verify that topics are covered in the QU Knowledge Base, as needed create new articles and update existing articles if information is outdated.
In the absence of the Technology Center Manager, be available as a resource (technical and procedural) for STARS working in the ABL Technology Center
Utilize imaging technologies (WAIK, Ghost, etc.) to deploy standardized configurations, and to and facilitate the transfer of user data between computers.
Promote and explain available services and technology to parents and students at Admissions and Student Affairs events.
All other related duties, as deemed appropriate and assigned by the Director of Client Services.
Qualifications & Special Instructions to Applicants
Excellent communication, customer service, interpersonal, and presentation skills.
Well-rounded experience working with and supporting multiple computer platforms, including integration with various presentation technology (external displays, video projectors, DVD/VCR, etc.).
Proven ability to manage multiple and changing priorities.
Comprehensive understanding of computer usage in a managed network enterprise environment
Capable of working equally well individually and as part of a team
Bachelor's degree in Information Systems Technology, or equivalent.
According to a scheduled rotation, able to work evenings and weekends.
Considerable experience with Ghost, WAIK, or similar imaging technologies
Proficiency administering computers using Active Directory, Group Policies, WSUS, etc.
Familiarity with Track-It software, to manage work requests and asset inventory
Advanced expertise with operating systems and productivity software (Windows and Mac)
Experience providing technical support in a higher education environment
Relevant certifications: Microsoft, Apple, CompTIA, A+, HDI, etc.
Applications must be submitted electronically and should include a resume and a thoughtful cover letter describing your interest in the position. Contact information for three references must be submitted on the application form.
Quinnipiac University has a strong commitment to the principles and practices of diversity throughout the university community and we welcome candidates who would enhance that diversity.