Desktop Technician

Job No: 503868

Department: Office of Information Technology

Work type: Staff Full-time Non-Exempt

Location: Alabama

Categories: Information Technology

The Client Services Technician position supports various departments by providing assistance with account management, customer service, and basic IT support. This role requires strong communication and multitasking skills, as well as a keen attention to detail.

• Provide high-quality customer service and represent the University in a professional and positive manner in all interactions.
• Ensure appropriate staffing coverage for the help desk during designated hours of operation.
• Monitor, evaluate, and report on the performance of the third-party Tier 1 support provider to ensure effective oversight of the business relationship.
• Deliver courteous, professional, and timely technical support to faculty, staff, students, and other constituents.
• Serve as the primary point of contact for most customer inquiries and service requests.
• Receive and manage incoming calls to the designated help desk phone line, providing assistance and directing callers to appropriate resources as needed.
• Work collaboratively as a member of the IT support team and provide assistance to colleagues when required.

• Monitor, triage, assign, and distribute incoming help desk tickets in a timely and efficient manner.
• Utilize the University’s IT Service Management (ITSM) system to create, track, escalate, and resolve service requests and incidents.
• Accurately categorize tickets and associate appropriate user and system information to ensure proper resolution.
• Document all relevant details in the ITSM system to support timely and effective issue resolution.
• Escalate complex or unresolved issues to appropriate technical support teams with clear, concise, and thorough documentation.
• Investigate and resolve issues related to ITSM email communications, including email delivery failures and bounce-back messages.

• Independently resolve service requests, when possible, by providing basic IT support and account management assistance.
• Password resets
• Account troubleshooting
• Multi-factor authentication support
• Provide Tier 1 technical support, including:
• Assisting users with connecting devices to the campus wireless network
• Installing University-approved software
• Providing basic computer and mobile device support, such as device restarts, initial device setup, email client configuration, website navigation, safe computing practices, and identifying and reporting spam or phishing attempts.

• Monitor incoming service requests to identify, analyze, and report emerging trends in service demand, recurring issues, and trouble reports.
• Proactively identify opportunities for continuous improvement and recommend enhancements to workflows, procedures, and operational efficiency related to assigned duties.

• Maintain the accuracy and integrity of the ITSM Knowledge Base by creating, reviewing, and updating Knowledge Base articles to ensure information is current and reliable.
• Develop, implement, and maintain standardized ticket templates and response scripts to promote consistency, efficiency, and quality in issue resolution.
• Identify, document, and report system issues, defects, or performance concerns related to the ITSM platform to appropriate technical or administrative teams.

• Coordinate with Office of Information Technology (OIT) part-time staff to ensure Wēpa printing kiosks remain operational, including troubleshooting issues and collaborating with the vendor as needed.
• Order and manage required supplies to maintain kiosk functionality, including monitoring usage trends and forecasting supply needs to ensure uninterrupted service.

• Attend and actively participate in all required Office of Information Technology (OIT) meetings.
• Engage in ongoing training and self-directed learning to enhance technical skills, adopt new technologies, and remain current with industry standards and…