IT Client Support Specialist

** Job

Requisition :
** JR101547 IT Client Support Specialist (Open)
** Job Posting

Title:

** IT Client Support Specialist
** Department:
** CC00880 VIMS1 | Office of ITNS
** Job Family:
** Staff - Software Programming & Applications
** Worker Sub-Type:
** Regular (benefited)
** Job

Requisition Primary

Location:

** Davis Hall
** Primary Job Posting

Location:

** Davis Hall
** Job Description

Summary:

** Information Technology & Network Services (ITNS) supports the mission of education, research, and advisory services at William & Mary's Batten School for Coastal and Marine Sciences and VIMS by delivering reliable technology infrastructure, tools, and client support to faculty, staff, and students.
The IT Client Support Specialist provides technical support to the Batten School and VIMS community to ensure effective and efficient use of information technology resources. The position resolves complex IT issues, evaluates client needs, and recommends appropriate hardware and software solutions.
This role supports installation, configuration, troubleshooting, and maintenance of IT systems, while utilizing the ITNS Service Portal to track incidents and communicate status updates. The position also supports network and telecommunications troubleshooting and may serve as backup for telecommunications and instructional technology services.  The role delivers high-quality customer service and collaborates with IT staff to improve system configurations, support processes, and overall client experience.
*
* Job Description:

**** Required Qualifications
**** Education
* ** Bachelor’s degree or equivalent combination of education, training, and experience
* Valid driver’s license
** Experience
* ** Experience installing, troubleshooting, and maintaining Windows and Mac systems in a networked environment
* Experience providing advanced technical support and resolving complex IT issues
* Experience working in a customer-focused IT environment
** Competencies
* ** Strong technical troubleshooting skills across hardware, software, and networks
* Ability to install and maintain network and telecommunications systems
* Strong analytical and problem-solving skills
* Ability to communicate technical concepts to non-technical users
* Strong customer service orientation and collaboration skills
* Ability to manage multiple priorities and deadlines
** Preferred Qualifications
**** Education
* ** Bachelor’s degree in Information Sciences or related field
** Experience & Skills
*** Experience managing software licensing and deployments
* Experience with Unix systems and enterprise software (e.g., Adobe, ArcGIS, web-based tools)
* Experience supporting cross-platform environments
* Experience with wired and wireless network infrastructure
** Conditions of Employment
*** Non-exempt position eligible for overtime in accordance with FLSA
* Occasional overtime required based on operational needs
* Must maintain a valid driver’s license and be able to operate a state vehicle
* Requires administrative access to institutional systems and adherence to information security policies and standards
** Salary:
** Up to $68,000.00 commensurate with experience.
** Duties & Responsibilities
**** 1. Technical Support – 35%
*** Install and configure desktop, laptop, and computer systems including hardware, software, and operating systems
* Troubleshoot and resolve hardware, software, and system issues
* Evaluate client requirements and recommend technology solutions aligned with ITNS standards
* Perform quality checks and security measures including license verification and antivirus compliance
* Support endpoint management tools for deployment, security, and remote management
* Provide procurement recommendations for hardware and software
* Collaborate with IT team members to standardize configurations and improve support services
* Serve as backup for telecommunications services as needed
** 2. Client Services & Support – 35%
*** Track, document, and manage incidents and service requests in the ITNS Service Portal
* Prioritize and assign requests based on urgency and impact
* Communicate status updates to clients and ensure timely resolution
* Provide user support, guidance, and basic training on…