Client Services Technician I at InsideHigherEd

Position Title:Client Services Technician IPosition Type:RegularJob Number:SA71224Full or Part Time:full-time 40 hours weeklyFair Labor Standard Act Classification:Non-ExemptAnticipated Pay Range:$51,000 - $53,000Pay Range Information:Chapman University is required to provide a reasonable estimate of the compensation range for this position. This range takes into account a variety of factors that are considered in making compensation decisions, including experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. Salary offers are determined based on the final candidate’s qualifications and experience, as well as internal equity and other internal factors. The anticipated pay range is not a promise of a particular wage.Job Description Summary:Under general supervision, and working independently or collaboratively, this role provides first-level technical support to faculty, staff, and students on-site on the Orange campus. Support is delivered through phone, email, and in-person interactions within a call center environment. The position requires a solid understanding of IT principles, practices, and procedures to effectively resolve issues. Key responsibilities include diagnosing problems, guiding users through solutions, managing Service Desk tickets, and performing basic administrative tasks, such as password resets. The position is also responsible for installing and maintaining equipment and contributing to the organization’s knowledge base.Responsibilities:Provide first-level support for university constituents and partners in a call center environment. Respond to customer requests via phone, email, chat, and walk-up.Assist end users by performing question/problem assessment and guiding users through step-by-step solutions.Deliver accurate, creative solutions to restore productivity quickly.Open, track, and close service requests, as well as manage the classification, assignment, and completion of requests.Escalate issues promptly to ensure all SLAs are met.Maintain up-to-date knowledge of supported environments, tools, and policies.Contribute to and maintain a robust knowledge base for problem resolution.Manage Service Desk tickets by documenting and routing appropriately.Provide user administration and application support for supported systems.Document all interactions in the Jira ticketing system.Make satisfaction end-user callbacks where appropriate on resolved incidents.Required Qualifications:At least two years of demonstrated experience in a technical support or call center position.At least two years of demonstrated experience utilizing Azure/Entra/AD and related account management tools.At least two years of demonstrated experience providing personal computer repair and configuration.Excellent oral and written communication skills with the ability to translate technical terms into non-technical terms.Highly professional attitude with an emphasis on customer service.Maintain confidentiality and security of sensitive customer data.Technical troubleshooting skills, analytical reasoning, and determining when to escalate issues appropriately.Clearly listen/read and interpret customers’ needs.Ability to carry out duties and responsibilities on time.Ability to work equally effectively as an individual and part of a team.Ability to formulate and communicate logical and sound conclusions and recommendations.Excellent telephone communication skillsAbility to prioritize duties when faced with interruptions, distractions, and a fluctuating workload.Excellent interpersonal skills with a diverse group of individuals at all organizational levels.Understanding of local area networking and TCP/IP technologies, Ethernet, and wireless networking principles and connectivityA+ CertificationDesired Qualifications:Self-starter with an openness to learn.HDI Support Center Analyst CertificationMCP, MCDST, or ACSP are a plus.Associate’s or Bachelor’s Degree in Computer Science or comparable discipline.Knowledge of Canvas, Identity Management System, PeopleSoft software, Microsoft Suite, Windows and Mac OS, Teams, and ZoomPrior experience working in a college or university IT setting.Prior experience using Service Desk incident management software such as Jira.Familiar with ITIL v3 or v4 frameworks and best practicesSpecial Instructions to Applicants:Chapman University is an equal opportunity employer that provides equal employment opportunities to all individuals, regardless of their protected characteristics. All qualified applicants and employees are encouraged to apply and will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, gender expression, national origin, ancestry, citizenship status, physical disability, mental disability, medical condition, military and veteran status, marital status, pregnancy, genetic information or any other characteristic protected by state or federal law.Applicants for Staff and Administrator positions must be currently authorized to work in the United States on a full-time basis.The offer of employment is contingent upon satisfactory completion and outcomes of a criminal background screening and returning to the Office of Human Resources a signed original acceptance of the Chapman University Agreement to Arbitrate.Minimum Number of References:1Maximum Number of References:3