Client & Endpoint Support Specialist

The University Libraries encourages applications for a Client& Endpoint Support Specialist position! This role provides front-line technology support for University Libraries employees and public-service environments. Working under general or routine supervision, this position serves as a primary point of contact for the Libraries’ Service Now support queue; triages incidents and requests; resolves routine to moderately complex endpoint, software, and library hardware issues using established departmental procedures and campus knowledgebase resources;

and advances issues when appropriate. The position communicates clearly with customers, documents work accurately, supports hardware and software inventory and lifecycle management, and performs administrative office tasks. This role collaborates with technical personnel and campus partners to deliver reliable, timely, and customer-centered service.

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• Diagnoses and resolves routine to moderately complex technical issues involving Libraries-managed computers, peripherals, standard applications, printing, scanning, audiovisual equipment,self-service technologies, and other supported endpoint or libraryhardware. Applies established departmental manuals, standard operating procedures, and campus knowledgebase articles; performsapproved installations, configurations, testing, and basic maintenance; documents resolutions; and advances issues that require advanced access, specialized expertise, or broader system changes. Provides in-person and remote assistance while protectingdata, privacy, and system security.

• Monitors the Libraries’ Service Now queue and serves as a primary intake point for incidents and service requests. Reviewssubmissions for completeness and prioritizes tickets according to established service standards, resolves requests within the position’s scope, routes or escalates work to the appropriate team,and maintains timely customer communication through closure. Tracksrecurring issues and service gaps, maintains accurate ticketrecords, and escalates urgent, unresolved, or unusual matters as appropriate.
  
  Provides courteous, inclusive service to customers with differing levels of technical experience.

• Maintains accurate records for Libraries-managed hardware,software, assignments, locations, warranties, and lifecycle statususing approved inventory systems and procedures. Assists with receiving, tagging, deployment, reassignment, audits, surplus, andsecure disposition activities. Identifies discrepancies, updatesdocumentation, and refers licensing, purchasing, security, orlifecycle exceptions to the appropriate personnel. Provides routine administrative and operational support for the department,including maintaining records and documentation, preparing basicreports, supply and equipment coordination, scheduling, and other related tasks as assigned.

• The work schedule for this position is Monday - Friday, standard business hours. Rare evening or weekend shift may be required with adequate notice for shift adjustment.
• Work modality is on-site.

The annual salary for this full-time position is $45,700 -$55,000.

At the University of Colorado Boulder , we are committed to supporting the holistic health and well-being of our employees. Our comprehensive…