Client Support IT Specialist

Role Overview

The Onsite Support Technician will partner with the customer, management team, global helpdesk, and SIG teams to provide on-premises support for AVI-SPL customers at their sites, delivering a world-class customer service experience.

The ideal candidate is tech-savvy, with exceptional customer service skills, comfortable face-to-face with a diverse client base and technology platforms. They diagnose issues quickly, explain concepts in accessible language, and write/update documentation for common issues and solutions.

• In-Person Technical Support (65%)
  • Provide face-to-face technical support on campus for faculty, staff, and students.
  • Troubleshoot hardware, software, connectivity, and account access issues.
  • Perform device diagnostics, maintenance, and repairs for university-owned equipment.
  • Assist with setup and configuration of devices, applications, and university systems.
  • Provide guidance on university technology resources and services.
  • Document all support interactions in the tracking and incident management systems.
  • Escalate complex issues to Client Support Leads or specialized technical teams.
  • Coordinate with other ITS departments for issue resolution.
  • Follow up with clients to ensure satisfaction and issue resolution.
• Knowledge Management and Face-to-Face Process Improvement (20%)
  • Update knowledge base articles for common issues and solutions.
  • Develop self-help resources and user guides for clients.
  • Identify recurring issues and suggest process improvements.
  • Contribute to the maintenance of technical documentation.
  • Catalog technology equipment in Asset Management systems.
• In-Person Technology Training and Outreach (10%)
  • Conduct one-on-one and small group training sessions on university technologies.
  • Develop and nurture relationships with the university community to encourage technology adoption.
  • Promote awareness of Tech Bar services and self-service resources.
  • Participate in technology outreach events and initiatives.
• Professional Development and Collaboration (5%)
  • Stay current on emerging technologies and best practices.
  • Participate in training to maintain and enhance technical skills.
  • Collaborate with team members to share knowledge and expertise.
  • Contribute to a positive and supportive team environment.

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent education and experience.
• At least 1 year of experience in technical support, customer service, or related roles.
• Experience supporting multiple operating systems (Windows, macOS, mobile OS).
• Strong understanding of modern technology platforms and applications.
• Excellent interpersonal and communication skills with a customer-first mindset.
• Demonstrated problem-solving abilities and analytical skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Experience documenting technical solutions and updating knowledge bases.
• Ability to work on campus 5 days per week.
• Ability to stand upright for up to 4 hours at a time.
• Ability to maneuver under desks and in tight spaces as needed.
• Ability to lift up to 20 lbs.
• Ability to travel between multiple locations on campus.

• Experience in higher education IT environments.
• Experience in a retail-style technical support environment.
• Knowledge of M365 platform and tools, including Teams, SharePoint, and One Drive.
• ITIL foundation certification.
• Hardware certifications (Apple, Dell, HP).
• Experience with service management platforms (Service Now).

• Medical benefits, including vision and dental.
• Paid holidays, sick days, and personal days.
• Enjoyable and dynamic company culture.
• Training and professional development opportunities.

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer, VEVRAA Federal Contractor.