Client Support Technician

Job Title: Client Support Technician

Department: University Information Technologies

Reports To: Infrastructure Systems Manager

Job Type: This is a full time, non exempt position.

General Description:

The Client Support Technician is responsible for providing, consulting, technical support, and problem tracking services to clients/end users. Work assignments involve the installation, configuration, and troubleshooting of diverse software applications and hardware systems being used by clients. This position includes a Level 1 and Level 2 responsibility. The position will also rotate evening/weekend on-call duties.

Essential Duties and Responsibilities:

Level 1

Actively work as part of the Helpdesk, logging, monitoring, resolving, and closing work orders

Work with end users to resolve work orders

Identify security issues

Ensure that hardware, software and peripherals are properly configured and fully operational

Perform standard preventative maintenance

Determine the possibility of security breaches, viruses or broader causes of problems found

Troubleshoot hardware and software problems

Identify problem trends

Other duties as assigned

Level 2

All Level 1 responsibilities

• Manage system user accounts (adds, changes, and deletes)
• Assist with development of system wide security standards

Maintain applicable records including user lists, user accounts and security.

Act as a consultant to clients/end users regarding the installation of software and hardware

Diagnose, resolve, and document operating/software problems encountered by clients.

Work with hardware and software vendors to resolve installation, configuration and operational problems.

Position Requirements:

Level 1:

• High School degree or a combination of equivalent education and experience

• Experience in a customer service field with the ability to enhance customer experience

• Strong interpersonal, verbal, and written communication skills

• Ability to work productively in a structured high-paced, team environment

• Ability to explain technical issues clearly

• Proficient in Windows and Mac operating systems

• Proficient in software installations

• Ability to lift 50 pounds

• Ability to drive University vehicle

Level 2

• All Level 1 Education and Skills

• Recent experience in configuring, installing, upgrading, and troubleshooting Intel based PCs and Macs

• Recent experience with Windows and Mac operating systems.

• Experience with telephone and voice mail systems

• Knowledge of hardware, software and network configurations.

• Ability to prioritize and perform duties without direct supervision.

• Ability to meet deadlines and work under pressure.

Typical Physical Demands:

Ability to lift 50 pounds

Ability to drive University vehicle

Work Schedule:

This is a 40-hour per week, 12-month position with occasional evening or weekend work as needed.

William Woods University is an independent institution chartered by the State of Missouri with main campus facilities in Fulton, MO. It has been operating continuously since 1870, taking its current form as a coeducational university with undergraduate and graduate programs in 1993. Today, William Woods draws approximately 2,000 undergraduate and graduate students from 35 states and approximately 11 foreign countries. William Woods has been ranked as a Top 100 Midwest University by U.S. News and World Report, and has been recognized for the quality and affordability of its online degree programs. With a full liberal arts curriculum, William Woods also offers a strong professional tradition, with nationally ranked programs in Equestrian Studies and American Sign Language. Its graduate education program figures strongly in the administration and leadership of Missouri's state school system. William Woods University is governed by a self-perpetuating board of trustees, and remains committed to serving the public good by helping students link intellectual development with the responsibilities of citizenship and professional life.

William Woods University is an Equal Opportunity Employer