Staff Careers

The Client Services Technician position is an entry to a mid-level role that will provide account management assistance, documentation, customer service, and basic IT support to a wide variety of departments. Attention to detail and effective communication are key skills, along with an ability to multitask and prioritize work appropriately.

Duties/Responsibilities

Account Management and Tier 1 Support
• Works closely with and assists the Clients Services Technician
• Provide technical support for customers who call, visit, or email the help desk regarding, but not limited to: malware removal, basic wired or wireless network issues, damage control for compromised accounts (including account suspension and changing account passwords), account management (including verifying ID of customers and password resets, suspended accounts, guest account creation, and requests to keep accounts open for departing employees).
• Monitor the unassigned ticket queue in the help desk ticketing system; distribute tickets to colleagues as appropriate and in a timely manner.
• Support customers with issues related to multi-factor, including but not limited to: device reactivations, account troubleshooting, device troubleshooting, generation and sharing of bypass/backup codes, and token management.
• Using authorized access to banneradmin.uah.edu, troubleshoot account problems and collect alternate contact information for customers.
• Use approved processes to resolve requests related to Banner Access Management, such as account creation, modification to privileges, and off-boarding.
• Utilize the ticketing system to create, manage, escalate, and resolve trouble tickets and service requests.
• Monitor open tickets or service requests until they are fully resolved and perform follow-up tasks as necessary.
• Provide courteous and supportive service at all times.
• Collect appropriate details for reported issues to ensure proper ticket handling.
• Coordinate with OIT staff to communicate and resolve service outages when appropriate.
• Identify trends for trouble reports and service requests and escalate as appropriate.
• Perform the duties typically assigned to teammates when they are unavailable.
• Cover posted open desk hours.

Communication & Documentation
• Maintain open communication among the team regarding widespread outages and problem trends.
• Assist with the maintenance of the OIT Intranet, training documentation, and Knowledge Base article collection.
• Assist with the monitoring of ticket-related trend reporting.
• Add articles to the Knowledge Base when trends are discovered.

• Regular attendance and participation at all required OIT meetings.
• Participate in knowledge transfer by cross training with teammates and documenting technical details for posterity.
• Training or self-education to advance skills and learn new technologies as well as to remain current on relevant technologies and service delivery best practices.
• Learn about the broader context of the UAH computing infrastructure, network, systems, applications, and data environment and OIT operations, projects and services to develop professionally and increase effectiveness of field services provided.
• Participate in special projects as assigned.
• Perform other duties as assigned.
• Professional Development.

• Two years of college coursework or an equivalent combination of education and years of experience.
• 2 years of full-time verifiable work experience in IT service and support environment.
• Excellent problem-solving and decision-making skills.
• Working knowledge of and experience with help desk operations and account management.
• Must have the ability to embrace change and expect a flexible workload since varying requests are received each day and should be completed with a sense of urgency.
• Strong customer service orientation.
• Good written, and oral communication, and exceptional interpersonal skills, with a focus on listening and questioning.

• Bachelor's degree in Computer Science, Management Information Science, or another closely related field.
• Working knowledge of and experience with network and desktop computer troubleshooting.
• Familiarity with Google Apps core suite is desired.
• Experience working in an academic/university environment.
• Teamwork mentality and the ability to collaborate respectfully with colleagues.
• Ability to present technical ideas and concepts in professional and user-friendly language.
• Capacity to conduct research into issues and products.
• Availability to work standard UAH business hours preferred, however, the work schedule is subject to change including a rotated or adjusted work schedule.

$35,750 - $45,000