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IT Client Services Specialist I
2 months ago
The IT Client Support Specialist I resolves customer problems with applications and services. Troubleshoots problems through analysis, testing, and discussion with customers on the phone or in person. Coordinates with other team members to resolve problems. Assists with the installation and maintenance of computer systems, hardware, software, and peripherals. Ensures problem resolution and develops supporting documentation. Assists with the deployment of computers for use across the organization.
FGCU is a member of the State University System of Florida and an Affirmative Action and Equal Employment Opportunity and Access Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, disability, sex, pregnancy, national origin, marital status, genetic predisposition, sexual orientation, gender identity/gender expression, veteran status, and any other protected class(es), as required by applicable state and federal law, as well as University regulations and policies.
Job Description
Typical duties may include but are not limited to:
- Installs, tests, troubleshoots, and repairs computer systems, hardware, software, and computer peripherals as documented in departmental procedures under necessary supervision.
- Troubleshoots incoming Help Desk calls via phone and ticketing system, and guides customers towards resolutions using basic techniques. Returns calls with instruction from Level 2, 3 or supervisor.
- Assists with device set-ups independently or under supervision.
- Creates tickets in the work order system.
- Greets onsite customers and assists with walk-in support requests.
- Identifies hardware and software for upgrade readiness in classroom and lab spaces. Participates in classroom readiness activities under the guidance of Level 2, 3 or supervisor.
- Resolves basic internal customer IT problems and ensures correct operation of FGCU owned devices.
- Assists with inventory and logs all service/repair activity.
- Trains new Help Desk staff and students as appropriate.
- Performs other job-related duties as assigned.
- Participates in special projects and rollouts as assigned.
- Serves as essential personnel and provides assistance in the event of an emergency on campus.
- Performs Help Desk duties remotely if needed during an emergency.
Required Qualifications:
- This position requires a high school diploma and two years of full-time experience directly related to the job functions.
- Experience working with recent Microsoft Windows/MacOS Platforms, recent versions of Microsoft Office.
- Experience with configurations of the current version of Microsoft Office.
- Any appropriate combination of relevant education, experience, and/or certifications may be considered.
- Bachelor's Degree from an accredited institution in an area of appropriate specialization.
- Experience in supporting users in a higher education environment.
- Experience with work order tracking systems, such as Zendesk or ServiceNow.
- 1 Year Experience with client-side management applications such as SCCM, Intune.
- Knowledge and experience in trouble-shooting hardware, software configurations, and basic networking configurations.
- Knowledge and experience using Windows, MacOS, Android, and IOS operating systems.
- Knowledge of common Audio/Visual equipment, peripherals, connections and controls.
- Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- Strong interpersonal skills and ability to work effectively in a team environment.
- Strong organizational skills and an ability to prioritize and complete simultaneous projects within deadlines.
- Strong verbal and written communication skills and the ability to present information effectively.
- Ability to thrive in an organization that values the diversity of its student body and workforce and actively promotes an equitable environment.
- Ability to take the initiative to plan, organize, coordinate and perform work in various situations when numerous and diverse demands are involved.
- Ability to collaborate and work effectively within a diverse community and willingness to contribute to a team effort.
- Ability to manage and coordinate assignments to meet deadlines.
- Ability to work independently to complete assignments.
- Ability to provide professional customer service.
- Ability to frequently lift up to 50 pounds.
- Ability to provide professional customer service.
- Ability to communicate technical guidance and instructions to non-technical users on the use of computers and other applications and systems.
