CLIENT SERVICES SPECIALIST

SUMMARY: The Client Services Specialist provides client-focused support and resolution for IT incidents and support requests via telephone, in-person, and chat. Provide initial assessment, triage, research, and resolution of incidents and requests regarding the use of Windows and Mac computers, software applications, network, telephones and voice mail, and other technology-based systems, services and devices. Collect information through a customer conversation, support tools, and additional service resources as needed. The Client Services Specialist will also maintain documentation and develop self-help procedures to allow the clients to easily identify resolution to commonly reported issues and conduct one-on-one trainings, and other client support functions.

SUPERVISORY RESPONSIBILITIES: This position reports to the Associate Director for Client Services and may provide guidance / supervision to the Service Desk student employees.

ESSENTIAL DUTIES: Primary duties and responsibilities include but are not limited to the following.

1. The Client Services Specialist provides client-focused support and resolution for IT incidents and support requests via telephone, in-person, and chat. Provide initial assessment, triage, research, and resolution of incidents and requests regarding the use of Windows and Mac computers, software applications, network, telephones and voice mail, and other technology-based systems, services and devices.

2. Serve as the first point of contact and handle incoming queries and help requests from clients, either through the IT portal, via email, chat, phone in person. Take detailed notes of the problem the client is experiencing, determine steps needed to resolve the issue, and manage the flow of incoming support requests. This involves asking questions to determine the full scope of the user’s issue.

3. Directly resolve user technical issues as they arrive. This can involve remotely accessing the user’s computer to identify and correct issues as needed.

4. Escalate client requests to higher-level support personnel if unable to resolve the issue on their own. Ensure the IT ticketing system is appropriately updated with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the client’s problem.

5. The Client Services Specialist will also maintain documentation and develop self-help procedures to allow the clients to easily identify resolution to commonly reported issues and conduct one-on-one trainings, and other client support functions.

6. Ensure the client focused procedures and guidelines contained within Information Technology Knowledge Base are updated to reflect the current environment.

7. Follow-up and update client with current status and information regarding reported issues.

8. Function as point of contact for the Information Technology hardware loaner program.

9. Pass on any feedback or suggestions by clients to the appropriate Information Technology team. Publishing service interruptions on the appropriate communication portals to ensure clients are kept informed of current system outages.

10. Develop and demonstrate a multicultural awareness and contribute to cultivating an inclusive, diverse, and respectful College community. Demonstrate civil and inclusive behavior when interacting with staff, faculty, students and visitors to the College. Promote a flexible, collaborative and inclusive work and living environment and engage in educational opportunities to increase awareness and understanding of diversity and inclusion.

Please note: This position is a 10 month position, typically from August 1st through May 31st.

QUALIFICATIONS: Associates degree or a minimum of 2 years of experience providing IT-related support. Demonstrated technical troubleshooting, problem solving, and analytic skills to identify problems, causes and symptoms, and to formulate appropriate approaches to solutions. Strong interpersonal and communication skills, including effective listening along with excellent customer service skills with the ability to work with the campus community in an empathetic, patient and courteous manner. Comprehensive understanding of a computing environment including Mac and Windows operating systems, various peripherals, mobile devices software applications and telecommunication systems. Knowledge management skills to capture, record, organize and publish knowledge base articles for internal and public use. Motivated with the ability to inspire oneself and others to act, grow, be creative and to better the organization.

WORK ENVIRONMENT: Most of the work of the incumbent is carried out within a generally accessible, safe, indoor environment. The incumbent will be required to operate a personal computer and associated equipment such as computer printers as well as other office equipment used in the day-to-day office operations. Ithaca College understands our obligation to operate in accordance with NYS Department of Health Guidance applicable to the COVID-19 Public Health Emergency. This includes but is not limited to physical distancing, use of PPE, hand hygiene, regular cleaning and disinfecting of frequently touched and high risk areas, and daily and/or weekly employee health screenings.

Ithaca College is committed to building a diverse academic community and encourages members of underrepresented groups to apply. Experience that contributes to the diversity of the college is appreciated.

APPLICATION INSTRUCTIONS: Interested applicants must apply online at ithaca.edu/jobs and attach a resume and cover letter. Questions about online applications should be directed to the Office of Human Resources at humanresources@ithaca.edu . Preference will be given to applicants who have current or previous Ithaca College experience.



Visa sponsorship is not provided for this position.

About Us
At Ithaca College, a comprehensive residential campus community of 6,500 students, we strive to be at the forefront of the higher education landscape. We offer a distinct integrative learning experience that makes students ready for the personal, professional, and global challenges of our age.

We seek candidates who embrace integrative learning and want to be a part of this exciting time in Ithaca College history. We encourage creative collaboration and innovation in our faculty and staff, providing support and resources for them to grow in their fields and lead students to their own innovative ideas and achievements.

We welcome different ways of thinking and look for candidates with unique points of view and life experiences. We are inclusive of individuals with a wide range of cultural, personal, and professional backgrounds, talents, and skills. Our campus is a vibrant and rewarding community where diverse minds can learn, succeed, and excel.

When reviewing candidates, we are looking for indicators of a number of core competencies. Prospective candidates must be adaptable, collaborative, inclusive, respectful, responsive, results driven, and sustainable. They must communicate effectively, demonstrate leadership, exhibit professional integrity and ethics, take initiative, value personal and professional development, and show that they will engage in the college.

Nestled in the heart of New York State’s scenic Finger Lakes region, Ithaca College sits atop South Hill overlooking picturesque Cayuga Lake and is just minutes away from the city center. Combining small town warmth and charm with the vibrancy of a college community, the thriving and culturally diverse city of Ithaca has been rated by Kiplinger’s as one of the top 10 places to live in the United States.

To learn more about Ithaca College, visit us at http://ithaca.edu