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 employee sand public-service environments. Working under general or routinesupervision, this position serves as a primary point of contact forthe 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.

CU is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws governing nondiscrimination in employment. We are committed to creating aworkplace where all individuals are treated with respect and dignity, and we encourage individuals from all backgrounds toapply, including protected veterans and individuals with disabilities.

We are a knowledge catalyst. We spark inquiry, discovery,collaboration, creation and the dissemination of knowledge. Wewelcome everyone, wherever they are on their educational journey.

An information-empowered world.

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Our values define our interactions within the Libraries and radiate outwardly.

This means that we foster a culture that compassionately and authentically embodies our values in all aspects of our work.

Endpoint, Software, and Library Hardware Support:

• 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.

Service Now Ticket Triage and Customer Support:

• Monitors the Libraries’ Service Now queue and serves as aprimary 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.

Inventory and Administrative Support:

• 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,…