Information Technology Client Support Tech Iii-Ent Job Birmingham area,Alabama USA,IT/Tech

Position: INFORMATION TECHNOLOGY CLIENT SUPPORT TECH III-ENT

Job Description

Information Technology Client Support Tech III‑Ent (T237009)

The role is to provide accurate and timely IT client support and services to UAB administrators, faculty, staff, and students, including incident resolution and request fulfillment of a moderate to complex nature. Responsibilities include receiving, prioritizing, documenting, and actively resolving IT client service requests, escalating incidents when appropriate to meet SLA expectations, restoring services or correcting core problems by interacting with network services, software systems engineering, and/or applications development, simulating or recreating user problems, and recommending system modifications to reduce user issues.

Additional duties involve performing restorative and maintenance actions for hardware, software, network, and operating system issues on supported desktop, laptop, peripheral, and other equipment to ensure customer productivity; delivering service using remote tools or at the customer's location; adhering to standard operating procedures; maintaining accurate incident and request data in the IT service management (ITSM) tool; providing guidance and training to less experienced technicians;

and continuously improving services, processes, and knowledge‑base content. The position also commits to fostering an environment of heightened security, following IT security policies and participating in required security training such as HIPAA and FERPA annually.

Responsibilities

Respond to incidents for supported IT clients and systems, researching and attempting remote resolution or performing onsite troubleshooting and repair when remote resolution is not possible; escalating incidents and maintaining ownership through resolution.

Respond to service requests for supported IT clients and systems, providing remote service when possible and onsite delivery otherwise; escalating requests and maintaining ownership until resolution.

Provide guidance and training to junior technicians and apprentices.

Develop new and improve existing processes and knowledge‑base content for continuous service improvement.

Maintain accurate incident and request data in the ITSM tool.

Perform other duties as assigned.

Qualifications

Associate's degree in a related field and three (3) years of related experience required; work experience may substitute for the education requirement.

Preferred Skills

Problem‑solving ability
Ability to train others

UAB is an Equal Employment/Equal Educational Opportunity Institution dedicated to providing equal opportunities and equal access to all individuals regardless of race, color, religion, ethnic or national origin, sex (including pregnancy), genetic information, age, disability, and veteran's status. As required by Title IX, UAB prohibits sex discrimination in any education program or activity that it operates. Individuals may report concerns or questions to UAB's Assistant Vice President and Senior Title IX Coordinator.

The Title IX notice of nondiscrimination is located /titleix.

Primary Location

University

Job Category

Information Technology

Employee Status

Regular

Shift: Day/1st Shift

Work Arrangement (final schedule to be determined by the department/hiring manager):
Onsite

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