Client Support IT Specialist

The Onsite Support Technician will work in partnership with the customer, management team, global helpdesk, and SIG teams to provide on premises support for AVI-SPL customers at customer site(s) with the end goals of delivering a world‑class Customer Service experience.

The ideal candidate is a tech‑savvy professional with exceptional customer service skills who thrives in a fast‑paced, in‑person environment. They need to be comfortable working face‑to‑face with a diverse client base and technology platforms. They are adept at diagnosing issues quickly and skilled at explaining and demonstrating technical concepts in accessible language. They also are comfortable writing and updating documentation as they discover new common issues and solutions.

This position requires expertise in supporting various hardware devices, operating systems, and software applications, with a focus on providing an exceptional in‑person support experience. The specialist may occasionally assist clients via remote support channels, if needed, but their primary responsibility is delivering face‑to‑face technical assistance and training to the on‑campus community.

The role demands strong verbal and written communication, problem‑solving abilities, technical aptitude, and excellent face‑to‑face interpersonal skills. The specialist must be adaptable to changing technologies and capable of providing support for both standard IT needs and potentially other university services as required.

This role requires occasional availability outside of traditional working hours to address urgent business needs as they arise, including, but not limited to, responding to security incidents, supporting software deployments, resolving software issues or system breaks, and addressing other critical operational requirements. The ideal candidate must be proactive and adaptable, ensuring minimal disruption to business operations by promptly addressing any issues, regardless of time or day.

Flexibility and a strong sense of urgency are essential for success in this position.

This role requires flexibility in performing duties outside of the primary responsibilities to support evolving business needs. The ideal candidate must be adaptable and willing to take on additional tasks or projects as required, ensuring smooth operations across the organization. This may include stepping in to assist with cross‑functional teams, handling unexpected challenges, or contributing to initiatives that support business growth and success.

A proactive mindset and the ability to pivot quickly are essential for thriving in this dynamic environment.

• 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 appropriate 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

• 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

• 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

• Stay…