Client Services Technician, Information Technology at University of Tennessee

DescriptionThe 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.ResponsibilitiesUser SupportActs 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 tierProvides 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 needsAssists users with troubleshooting and completing more advanced hardware/software repairsRecords and classifies incidents and make effort to restore a failed IT service as quickly as possibleAssigns unresolved incidents to the appropriate tiered support groupsDocuments and records detailed information about the customers incident or service requests in a ticketing (incident management system) including diagnostic steps and communications with the customer as they troubleshoot reported problemsKeeps users informed about their incidents status at agreed intervalsResolves incidents within the specified service level agreements/operational level agreementsProvides customer follow-up to ensure that our end users needs have been met and ensuring customer satisfaction in every step of problem resolutionOffers technical guidance to student employees and other team membersMaintains and uses the IT knowledge base ensuring our customers are properly informed through our self-service supportProvides service feedback information as neededAdministrationAssists with maintaining a clean welcoming environment for guests at the Service DeskAttends Information Technology & Client Services staff meetingsEnsures work hours/time is logged and entered within payroll deadlinesOther duties as assigned/neededThe ideal candidate will possess the following:Interpersonal skills with a focus on rapport-building listening and questioning skillsDemonstrated problem-solving and multi-tasking skillsGood documentation skillsAbility to conduct research into a wide range of computing issues as requiredAbility to absorb and retain information quicklyAbility to present ideas in user-friendly languageExperience and knowledge with desktop operating systems including Windows and Mac OSApplication support knowledgeIncident management application knowledgeKnowledge to execute decisions which are within their scopeKnowledge of when to ask for assistance on decisions which are outside of their scopeReview of applications will beginOctober 6 2025and will continue until the position is received bythis datewill receive priority consideration.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.QualificationsMinimum: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.Required Experience:IC Key Skills Business Process,Active Directory,Customer Service,Information Technology,HIPAA,Information Security,Infrastructure,Linux,Project Management,Nist,Risk Assessments,Procedures,hardware,Data Analysis,Technical Support Employment Type : Full-Time Experience: years Vacancy: 1