The Client Services Technician I performs Service Desk tier-one support via telephone, email, chat or walk-up troubleshooting hardware, software, enterprise systems, campus access, network connectivity and related operations. Tracks all incident and request through Service Desk ticking system and monitors critical Chapman services. Escalates incidents and request to tier two or divisions when appropriate. Provides entry level system and application support to clients using PC and Mac computer systems and diagnosis, repairs or recommends appropriate courses of action toward resolution. Provides exceptional Customer Service and be results driven to achieve first contact resolution and customer satisfaction. Initiates callbacks on closed incidents or request and adds knowledge and best practices to the Client Services KB, website or other documented processes. Provides timely tier one support for classroom and lab A/V and computer related issues. Performs additional duties and support services as assigned.
Bachelor's Degree in Computer Science or Management Information Systems; or equivalent combination of education and experience.
At least one year prior experience in a technical support position; higher education Service Desk preferred.
Excellent oral and written communication with the ability to translate technical jargon into non-technical terms.
Troubleshooting skills, analytical reasoning and aptitude for escalating issues appropriately.
Ability to formulate and communicate logical and sound conclusions and recommendations.
Excellent interpersonal skills with a diverse group of individuals at all organizational levels.
Ability to work in a fast-paced environment, prioritize and manage time.
Work independently as well as part of a team.
Ability to prioritize duties when faced with interruptions, distractions and a fluctuating workload.
Technical ability to learn and use enterprise applications and tools.
Ability to demonstrate tact and diplomacy in all situations and maintain a high-level of confidentiality.
Knowledge of Service Desk or Call Center function.
Experience using incident and request ticketing systems (e.g. Ivanti, ServiceNOW), Identity Management, Blackboard LMS, PeopleSoft, Pharos, Persona, Blackboard Transact, Active Directory, Azure, Office 365, computer imaging and remote support tools.
Prior experience supporting university Service Desk and diverse community.
Moderate understanding of networking protocols and connectivity standards.
Working knowledge of desktop support for Microsoft Windows 7/10 operating systems, macOS, Android and iOS devices and hardware.
Microsoft Certification, A+, ITIL Certification
Applicants for Staff positions must be currently authorized to work in the United States on a full-time basis. Chapman University does not sponsor applicants for work visas.
Any offer of employment is contingent upon satisfactory completion and outcomes of a criminal background screening, DMV driving clearance, and signed original acceptance of the Chapman University Agreement to Arbitrate.
Internal Number: 18469
About Chapman University
Chapman University is one of California's oldest and most respected private universities, offering distinguished undergraduate and graduate degrees in the context of a liberal arts and sciences university. For more than 150 years, Chapman University has served as a symbol of educational access and excellence in the state of California. Founded as Hesperian College in 1861 in Woodland, California by members of the Christian Church (Disciples of Christ), we admitted men and women and people of color from our earliest days. Endowed by the Valencia orange magnate Charles Clarke Chapman, the institution changed its name to Chapman College in 1934, and by 1954 had moved to the former campus of Orange Union High School in Orange, California. The college again extended higher educational access when it began offering classes to military personnel at El Toro Marine Base.In 1965, Chapman took undergraduate education to the high seas when it began running World Campus Afloat, the program that would eventually become Semester at Sea, a tradition that continues at Chapman through our world-wide study abroad programs.Since our founding, Chapman has grown into a highly regarded university that at...tracts high-achieving undergraduate and graduate students from all over the United States, and more than 60 nations around the world.Our mission statement: To provide personalized education of distinction that leads to inquiring, ethical and productive lives as global citizens.