Client Support Specialist

Job Description

The Division of Information Technology at Stevens Institute of Technology seeks an energetic, passionate, technologically proficient, and service-oriented team player for the position of Client Support Specialist. This is a full-time position reporting to the Associate Director of Client Support Services. The successful candidate will provide excellent reactive, proactive, and preventive support for our community. This requires : interpersonal skills, empathy, technical proficiency, and the willingness to learn.  This position will provide and help coordinate endpoint device support including but not limited to computer hardware, OS’s, software / applications, printers, and instructional technology and basic A / V support. This position requires the ability to work off-hours and weekends as necessary to meet the needs of the university. Client Support Services is the single, primary point of contact for the community when they have questions, concerns, technical issues and need guidance. While this role will offer a semi-remote rotating arrangement, the position is largely an on-ground position.

Duties include, but are not limited to :

Serve as an engaged and effective member of a high-performing team that provides first-point-of-contact and highest possible initial problem-resolution for all members of the Stevens’ community

In coordination the Divisions goals, lead projects surrounding service rollout, upkeep, deprecation, and training.

Have a working understanding of the full IT service portfolio and organize and lead training sessions on best practices for all service areas.

Provide Level 0, 1, and 2 support

In coordination with the Division, on a rotating basis provide liaison partnership with specific Stevens constituents where applicable

Ensure that all incidents reported to Client Support Services are properly triaged and recorded in our ITSM system, and that problems which cannot be resolved by Level 1 support are then escalated and assigned to Level 2 / Level 3, and that corrective action is taken in a timely manner to resolve the user’s needs and prevent similar issues in the future

Prioritize, schedule, and assign service requests through our ITSM system, and then actively monitor and manage requests through to closure within SLA’s

Daily, review the status of all open tickets and ensure they are resolved in a timely manner according to the SLA specifications, including escalation to the Associate Director as required

Escalate / assign Level 2 / Level 3 incidents and service requests to divisional staff, and then monitor / manage and own the incident through to successful closure

Create and maintain end-user documentation and video walkthroughs for Stevens’ ITSM Service Catalog

Develop and deliver end-user training sessions and workshops to users for Stevens’ systems and applications

Continuously evaluate service desk operations with the Associate Director on KPI measurements to improve communications, quality assurance, and service overall

Work with our student team to provide guidance and mentorship on best practices and workflow optimizations for our service desk

Document and maintain the Level 1 team’s standard operating procedures to ensure consistent, efficient, and accurate closing of common incidents and service requests

Provide accurate and timely information regarding client support services for end-users, IT collaborative partners, and other IT Staff

Designing and developing print and web-based user documentation and materials

Being an active representative of Stevens at conferences and external communities and engaging in professional development opportunities in coordination with the supervisor

Perform other duties for our division as assigned and assure cross functional collaboration with in the division

Required Qualifications :

Previous professional experience in a customer support role and within a service / help desk unit

Bachelor's degree in a field related to the responsibilities of the position (e.g., computer science, information systems, technology) or equivalent combination of education and experience.

Excellent troubleshooting skills and overall strong general knowledge of information technology, networking, and systems

Intermediate to advanced skills in the use of Windows-based and Mac-based hardware and software

Ability to work effectively as a positive and engaged member of a high performing / collaborative team of professionals

Excellent oral, written, and presentation skills

Excellent listening skills

Demonstration of empathy

Willingness to work positively in a fluid, active, and team-based organization

Ability to lift up to 25 pounds frequently and up to 50 pounds occasionally; ability to twist, bend and work in awkward positions.

Preferred Qualifications :

Proficiency in Windows, iOS, and Linux / Unix environments

Previous higher education experience in a support environment

Previous experience with instructional technology and audio visual support

Familiarity with ITSM and ITIL practices

Familiarity with chat support

Familiarity with Customer Relationship Management systems, software, and practices

Familiarity with incident and problem management

Familiarity with virtual desktops, thin clients, and hardware / software deployments

Training experience, both live and asynchronous video development

Knowledge management and knowledge base authoring

A working understanding of asset management, key performance indicators, service level agreements, and communication standards.

About Information Technology :

The integration of advanced technology throughout all levels of study is ubiquitous across universities – it facilitates digital transformations and ultimately shapes the future of higher education.

At Stevens, our legacy is built on technology. The Division of Information Technology not only acknowledges but wholeheartedly supports this opportunity to drive our community's advancement in technology and innovation. In order to foster collaboration in the areas of teaching and learning, student success, research and scholarship, service and outreach, and administrative operations – we implement value-driven strategic solutions and support new technologies with enhanced security in an increasingly remote space. Along the way, the Division of Information Technology strives to meet global challenges that require us to turn inward, unveiling a shared vision of empathetic leadership, accountability, and exceptional customer-centric services that fully support and empower our students, faculty, staff, alumni, and the vision and mission of Stevens.

Department

Office of Client Support and Learning Technology Services

General Submission Guidelines :

Please submit an online application to be considered a candidate for any job at Stevens. Please attach a cover letter and resume with each application. Other requirements for consideration may depend on the job.

Still Have Questions?

If you have any questions regarding your application, please contact Jobs@Stevens.edu.

EEO Statement :

Stevens Institute of Technology is an Equal Opportunity Employer. Accordingly, Stevens adheres to an employment policy that prohibits discriminatory practices or harassment against candidates or employees based on legally impermissible factor(s) including, but not necessarily limited to, race, color, religion, creed, sex, national origin, nationality, citizenship status, age, ancestry, marital or domestic partnership or civil union status, familial status, affectional or sexual orientation, gender identity or expression, atypical cellular or blood trait, genetic information, pregnancy or pregnancy-related medical conditions, disability, or any protected military or veteran status.

Stevens is building a diverse faculty, staff, and student body and strongly encourages applications from people of all backgrounds. Stevens is a federal contractor under the Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA) and the Rehabilitation Act of 1973, as well as other federal statutes.

NSF ADVANCE Institution Stevens values diversity and seeks candidates who will contribute to a welcoming and inclusive environment for students, faculty, and staff of all backgrounds. We are an NSF ADVANCE institution committed to equitable practices and policies and strongly encourage applications from women, racial and ethnic minority candidates, veterans, and individuals with disabilities.

Jeanne Clery Disclosure :

In accordance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act), the Department of Public Safety is required to publish an annual security report which includes statistics mandated by the Clery Act. Click here for a copy of this report.