Client Services Technician - Lincoln University of Missouri

Purpose:

The Client Services Technician at Lincoln University provides comprehensive computer hardware and software support, primarily assisting customers who contact the Helpdesk via calls, emails, or tickets. This technical IT role involves consulting, technical support, and problem tracking services for end users, including troubleshooting issues and assisting with the use of university systems. Responsibilities encompass the installation, configuration, and troubleshooting of diverse software applications and hardware systems, as well as providing in-person, on-site support as needed. Additionally, the role includes staffing a central Help Desk, serving as the main point of contact for clients to report support and problem tracking issues.

Essential Job Functions:

Expanded Job Duties

• Provide excellent customer service to end users in-person or by electronic means, including phone
  and email: Engage with end users to understand their issues, provide clear and effective communication,
  and ensure a positive support experience. Follow up with users to ensure their issues are fully resolved and
  they are satisfied with the service.
  • Diagnose and troubleshoot hardware issues for end users: Identify and resolve problems with computer
  hardware, such as desktops, laptops, printers, and other peripherals. This includes replacing faulty
  components, upgrading hardware, and ensuring all devices are functioning correctly.
  • Diagnose and troubleshoot software and operating system issues for end users: Assist users with
  problems related to software applications and operating systems. This involves reinstalling software,
  applying updates, configuring settings, and resolving compatibility issues to ensure smooth operation.
  • Provide basic network troubleshooting assistance to users: Help users with network connectivity
  issues, including Wi-Fi problems, Ethernet connections, and VPN access. Diagnose network problems, reset
  network devices, and guide users through network configuration steps.
  • Actively participate in the Help Desk by logging, monitoring, and resolving calls, and notifying end
  users when support calls are closed: Maintain accurate records of all support requests in the Help Desk
  system. Monitor the status of open tickets, provide timely updates to users, and ensure that all issues are
  resolved efficiently. Notify users when their support requests have been successfully addressed.
  • Perform standard preventive maintenance and repairs on computers and peripherals, or arrange for
  their repair: Conduct regular maintenance tasks such as cleaning hardware, updating software, and
  checking system performance. When necessary, coordinate with external vendors for repairs that cannot be
  handled in-house.
  • Collect and maintain documentation for supported systems, ensuring information is cataloged in the
  Help Desk reference library: Create and update documentation for common issues, troubleshooting steps,
  and system configurations. Ensure that all documentation is organized and easily accessible for the Help
  Desk team and end users.
  • Manage system user accounts (adds, changes, and deletes), identify security issues, and help
  develop system-wide standards: Handle user account management tasks, including creating new
  accounts, modifying existing accounts, and deactivating accounts as needed. Monitor security issues such
  as unauthorized access attempts and implement measures to enhance system security. Contribute to the
  development and enforcement of IT policies and standards.
• Maintain records including user lists, user accounts, security information, and equipment inventory: Keep detailed records of all user accounts, security settings, and IT equipment. Ensure that inventory records are up-to-date and accurate and track the allocation and usage of IT resources.
  • Diagnose, resolve, and document operating and software problems encountered by clients: Investigate and resolve technical issues reported by users, documenting the problem, the steps taken to resolve it, and the final outcome. Analyze patterns in reported issues to identify potential systemic problems and recommend solutions.
  • Assess the impact of findings and actions taken, and determine the possibility of security breaches, viruses, or broader causes of problems: Evaluate the severity and potential impact of technical issues, considering factors such as data security, system performance, and user productivity. Identify and respond to security threats, such as viruses or unauthorized access, and take appropriate action to mitigate risks.
  • Notify appropriate staff or management of findings: Communicate significant issues, findings, and resolutions to relevant stakeholders, including IT management and other departments. Provide regular updates on the status of ongoing issues and escalate critical problems as needed.

Additional Duties and Responsibilities:

• Client Services Technicians may be expected to assist higher tiered support staff in resolving in-person/in- office related issues.
• Client Services Technicians may be required to assist or provide support during institutionally determined after-hour events such as student registration.
• Participate in ongoing training to stay current with the latest technologies and best practices in IT support.
• Engage in professional development opportunities to enhance technical skills and knowledge.

Qualifications:

Knowledge, Skills, Abilities, and Personal Characteristics:

• Effective communication and interpersonal skills - sufficient to effectively elicit IT information from users, train users in technical procedures/design, and document IT related procedures.
• Intermediate knowledge of university supported operating systems and applications.
• Strong technical aptitude and the ability to think logically and apply troubleshooting steps.
• Ability to identify and resolve various software issues.
• Ability to respond to changing schedules and priorities.
• Ability to properly manage time and workloads in an environment that is persistent with diversions, distractions, and interruptions to provide a consistent high-level of service.

Physical Demands:

1. Primarily light sedentary office work.
2. Prolonged periods of sitting at a desk and working on a computer.
3. Ability to lift and carry 25 lbs. or more.

This job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Lincoln University. Since no job description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the jobholder's responsibility.