Client Service - Desktop Liaison

The ITS Client Service - Desktop Liaison is a highly visible, hands-on technology support role that provides exceptional customer service and technical support to students, faculty, staff, and university leadership. This position serves as a trusted technology partner for the campus community by delivering both in-person and remote support for computer hardware, software, mobile devices, peripherals, classroom technology, and university technology services.

Working within Information Technology Services (ITS), the role supports the full lifecycle of end-user technology, including provisioning, deployment, configuration, troubleshooting, repair, replacement, inventory management, and retirement of university-owned equipment. The role collaborates closely with Service Desk, Systems Engineering, Learning Spaces, ITAM (Information Technology Asset Management) , and other ITS teams to ensure reliable, secure, and effective technology services. The ideal candidate combines advanced technical expertise with exceptional customer service and communication skills, demonstrates initiative and sound judgment in resolving complex technical challenges, and is committed to supporting student success, enhancing teaching and learning, improving staff productivity, and meeting the technology needs of executive leadership.

The successful candidate also possesses a strong understanding of Artificial Intelligence (AI) technologies and serves as a trusted advisor in leveraging, promoting, and guiding the responsible and effective use of AI-driven solutions to enhance productivity, customer experiences, and service delivery.

Desktop Support and Customer Service (35%) Provide in-person, remote, phone, and walk-up support for students, faculty, staff, and campus leadership. Troubleshoot and resolve hardware, software, operating system, account access, and connectivity issues. Support Windows, macOS, Microsoft 365, mobile devices, printers, peripherals, and university-supported applications. Diagnose and resolve issues involving network connectivity, MDM, Microsoft Entra , Intune, JAMF, and other enterprise technologies.

Manage incidents and service requests through the university ticketing system (Team Dynamix/TDX) while meeting established service levels. Provide escalated support and coordinate escalations with the appropriate ITS teams while managing customer-facing matters. This includes, but is not limited to, conducting discovery, troubleshooting issues, and facilitating a mutually acceptable resolution. Provide technology support for university leadership, including executive offices, deans, department chairs, and other VIP customers.

Advocates for customers and ensure timely communication throughout the support process. Device Configuration, Deployment, and Lifecycle Management (30%) Configure, deploy, upgrade, relocate, and retrieve university-owned computers and related equipment. Apply approved system configurations and software packages to new and existing devices. Coordinate with customers to identify technology needs and recommend appropriate hardware and software solutions. Maintain inventory records, asset information, and device lifecycle documentation.

Perform warranty coordination, vendor repair management, and equipment replacement activities. Evaluate equipment for repair, redeployment, or retirement. Technical Operations, Documentation, and Process Improvement (20%) Research and resolve complex technical issues through collaboration with other ITS teams and vendors. Create and maintain technical documentation, procedures, and knowledge base articles. Analyze customer support trends and identify opportunities for process improvements and service enhancements.

Participate in technology projects, deployments, upgrades, and campus actives. Relationship Management and Team Collaboration (10%) Develop strong partnerships with academic and administrative departments across campus. Serve as a liaison between customers and ITS teams to ensure efficient solution delivery. Assist in training, mentoring, and supporting the campus community. Other Duty (5%) Other duties as assigned.

Demonstrates values-based leadership by modeling CADRE values, building trust through self-awareness and emotional intelligence, seeking feedback, and navigating conflict productively. Ensures operational effectiveness by managing priorities, time, and resources…