Client Services Technician III - Systems Support

Posting Details

Position Information

Position Title

Client Services Technician III - Systems Support

Position Type

Regular

Job Number

SA5392122

Full or Part Time

Full-Time 40 Hours Weekly

Fair Labor Standard Act Classification

Non-Exempt

Anticipated Pay Range

$31.25 - $32.69

Pay Range Information

Chapman University is required to provide a reasonable estimate of the compensation range for this position. This range takes into account a variety of factors that are considered in making compensation decisions, including experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. Salary offers are determined based on the final candidate’s qualifications and experience, as well as internal equity and other internal factors. The anticipated pay range is not a promise of a particular wage.

Position Summary Information

Job Description Summary

Under general supervision, the Client Services Technician III – Systems Support is responsible for enhancing, maintaining, and troubleshooting Chapman Universities instances of Microsoft Intune, Pharos Account Management and Printing Services, Jira Service Management, and Confluence Knowledge Management. Serves as escalation for supported systems and works closely with internal teams and campus partners to increase usage and visibility. Able to deliver quality customer service to the university staff, faculty, and students and possesses a high level of technical expertise, project planning, and time management. Works closely with the Server Administration and Desktop Support teams to resolve escalation of service requests. Performs other duties as assigned.

Responsibilities

Technical Support
Microsoft Intune and Azure Administration

• Create deployment and configuration profiles for staff/faculty, labs, and classrooms
• Maintain Intune endpoint security and patching in coordination with Information Security
• Manage Azure AD group and policies used for Intune
• Build software packages for licensed university software
• Assist with issues related to Intune deployment and software

Pharos Print Administration

• Create and maintain printers and printer configurations on Pharos in accordance with campus needs.
• Resolve and assist with issues related to Pharos Account Management and printing services
• Maintain print server and keep print drivers current

Jira Service Management Administration

• Consult, design, and onboard new departments in JSM
• Create and enhance user-facing and agent-facing forms to meet functional needs and efficiency.
• Design automation and workflows for ticket routing and processes
• Manage user, department, and organizational group access to Atlassian products.
• Use feedback for continuous improvement and solutions to accomplish requested goals
• Resolve and assist with issues in Jira Service Management

Confluence Knowledgebase Management Administration

• Oversee and champion knowledge management
• Create and track usage of internal and external support articles
• Lead and standardize article templates for consistent usability and readability
• Design workflows for article review, distribution, and retirement
• Regularly access documentation for effectiveness

Technical Escalation

• Serves as the technical expert and escalation point for supported systems
• Drives excellence in customer service in person, over the phone, via Teams, and email.
• Troubleshoots and resolves escalated issues to meet team SLA .
• Recognize, identify, and report reoccurring issues with applications, services, and hardware.
• Communicates problems and resolutions to the team and supervisors.
• Works directly with the application vendor to ensure service delivery
• Monitors system logs for errors

Documentation

• Creates documentation and user guides for supported systems.
• Records system changes, modifications, enhancements, or alterations made to supported systems
• Maintains issue log

Education/Skill improvement

• Researches new technologies and emerging trends to meet the technology needs of university strategic goals.
• Acquires, updates, or maintains certification(s) (e.g., ITIL, KCS, Atlassian, macOS, and Windows) or education related to service delivery

Miscellaneous

• Perform other duties as assigned

Required Qualifications

• Bachelor’s Degree in Computer Science or Management Information Systems, or equivalent combination in education and experience.
• A minimum of 5 years managing enterprise systems, application support, and service management with a proven ability to troubleshoot and fix complex problems.
• Proficiency in managing Microsoft Azure hybrid environments, Endpoint management, printing solutions, and cloud-based technologies
• Strong skills and proven ability in the setup, configuration, and maintain enterprise applications and Windows servers
• Proven development and design of customer-facing applications and process planning
• Proven understanding of change management and progress reporting
• Ability to research problems and recommends solutions
• Ensure the security of customer data and applications in all phases of production
• Proven ability to prioritize and carry out duties promptly
• A strong commitment to customer service and teamwork
• Strong organizational and time management skills
• Ability to perform duties under general supervision and demonstrate initiative for assignments
• Excellent troubleshooting skills to analyze routine and complex technical problems to formulate and communicate logical and sound conclusions or recommendations.
• Ability to establish and maintain documentation of supported systems and issues.
• Demonstrate effective written and oral communication skills.
• Ability to use tact and diplomacy and maintain a high level of confidentiality.
• Excellent interpersonal skills with a diverse group of individuals at all organizational levels.
• Excellent technical skills to learn, use, and adapted to new technologies.
• Ability to accept and implement changes to work procedures and policies

Desired Qualifications

• ITIL Certification
• KCS Certification
• Microsoft Certification
• Atlassian stack
• Working knowledge of service delivery and best practices
• Ability to interact with high-performing teams.
• PowerShell and scripting are a plus

Special Instructions to Applicants

Applicants for Staff and Administrator positions must be currently authorized to work in the United States on a full-time basis. Chapman University does not sponsor applicants for Staff and Administrator positions for work visas.

The offer of employment is contingent upon satisfactory completion and outcomes of a criminal background screening, and returning to the Office of Human Resources a signed original acceptance of the Chapman University Agreement to Arbitrate.

Minimum Number of References

3

Maximum Number of References

Pre-screening Questions

Required fields are indicated with an asterisk (*).

1. What personal qualities or skills do you possess that you feel will help you be effective in this position?
   
   (Open Ended Question)
   
   
2. What experiences have you had that you feel are relevant to this position?
   
   (Open Ended Question)
   
   
3. What areas of work do you feel most confident?
   
   (Open Ended Question)
   
   
4. Please describe an example of when you received excellent customer service.
   
   (Open Ended Question)
   
   
5. Please describe a time when you had to work with a group of people to accomplish a common goal. What was your role within the group?
   
   (Open Ended Question)
   
   
6. Please describe some of your strengths and weaknesses.
   
   (Open Ended Question)
   
   
7. What interest you most about this position?
   
   (Open Ended Question)
   
   

Applicant Documents
Required Documents

1. Resume
2. Cover Letter
3. 3 References Listed on One Page

Optional Documents

1. Letter of Recommendation 1
2. Letter of Recommendation 2