Client Services Technician

Position Title

Client Services Technician

Information Technology

$65,000 - $70,000

The Client Services Technician is a key member of the Client Services Team within Marist Information Technology. The technician provides friendly, first‑line IT support, resolving common technical issues and ensuring users can quickly return to work. The role manages ticket intake and routing, supports basic account and access needs, and promotes self‑service using tools like Team Dynamix. Additionally, the technician is responsible for the Help Desk student workers and takes the lead role in hiring, managing, training, and mentoring students.

• Basic knowledge of Windows/OS troubleshooting, software installation, hardware repair, and network fundamentals
• Strong verbal and written communication, patience, empathy, and the ability to explain technical concepts to non‑technical users
• Familiarity with ITSM or ticketing systems:
  Knowledge of how to document and manage support requests

• Provides timely, friendly support as the first point of contact for IT issues. Diagnoses common hardware, software, and connectivity problems, resolves straightforward incidents on the first interaction, and documents and escalates more complex issues with clear notes and context.
• Creates, categorizes, and updates service tickets with accurate details and user impact. Routes requests to the appropriate teams and tracks progress to closure, keeping users informed of status and next steps.
• Interviews, hires, trains, mentors, and manages student workers supporting the Help Desk and wepa print release. Assigns tasks, monitors performance and schedules, reinforces customer service standards, and fosters skill development to ensure consistent, high‑quality support coverage.
• Assists with account provisioning tasks such as password resets, basic permissions, and multifactor authentication setup (e.g., Duo). Verifies identity, follows security procedures, and ensures users can access core systems and services.
• Leverages the knowledge base and service catalog in Team Dynamix to guide users to self‑help solutions. Suggests improvements to articles and flags gaps where new documentation could reduce repeat requests. Works with Client Services staff and other IT staff to make improvements.
• Works closely with other IT areas, including Client Technologies, Infrastructure, and Administrative Computing teams to resolve issues and learn best practices. Participates in training and knowledge‑sharing to build technical skills and improve service quality.
• Builds and maintains strong working relationships across IT and the wider user community. Assists with problem resolution and advocates for user needs across the organization.
• Other duties as assigned.

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience
• 1 to 3 years experience
• Strong diagnostic and research skills to solve problems independently

The position includes a comprehensive benefit package. Benefits for this position include but are not limited to the following:

• 3 weeks of paid vacation. 4 weeks of paid vacation beginning in the 6th year of employment.
• Unlimited paid sick time.
• 14+ paid holidays per year.
• Medical, Dental & Vision insurance programs at a 15% employee / 85% employer contribution rate. Flexible Spending Accounts (FSA) and Dependent Care (FSD).
• Life insurance.
• Generous short‑term and long‑term disability programs and workers compensation.
• 403(b) defined contribution plan:
  • First 6 years University contributes 7.5%, Employee contributes a mandatory 4%.
  • University contribution increases to 10.5% in year 7, and 12% after 15 years.
  • Employee contribution decreases to 1% in year
    7. Remains 1% thereafter.
  • Typical eligibility requirements: 1 year of service and 1,000 hours with Marist University.
• 403(b) Tax Deferred Annuity – Roth option available. Voluntary, up to IRS maximum contribution.
• Tuition Benefits:
  • Up to 16 undergraduate credits per semester. Up to 18 graduate credit per academic calendar. Eligibility extends to employee, spouse, and dependent…