About the Position

A Senior IT Client Support Technician provides professional support for end users of personal computers and their associated networks, hardware, software or peripherals, and troubleshoots, diagnoses and resolves complex operations.  An individual provides technical assistance with computer systems, hardware, and software by responding to email, chat, or phone requests from internal customers, and installs and configures software or hardware updates or patches.  In addition, a Sr IT Client Support Technician evaluates and resolves network connectivity or communication systems issues.  An individual develops and maintains documentation related to workstations and/or applications and ensures workstations are compliant with organization policies and security standards.

 

What You’ll Do:

1. Provide professional support, quick resolution and excellent customer service, via phone, chat or email, to end users needing more complex technical assistance with questions and/or problems they are experiencing with their desktop or workstation as related to software or hardware technology.; may train end users in the use of software, hardware or telephone systems. 

2. Confer with end users to understand what issues or difficulties they are experiencing or to establish what their needs may be and then assists in finding hardware or software solutions. Interface with Technology Agile Teams or perform research to analyze and resolve technical issues.  May train end users in the use of software, hardware or telephone systems.

3. Prepare progress reports on worked performed, including documentation of installation procedures and tracking of customer service levels, to ensure that daily activity is captured correctly for historical purposes. Maintain technical documentation and service catalog on the installation of software, configuration of hardware and problem troubleshooting via knowledge base.

4. Perform moderately to complex network administration activities, including monitoring and conducting performance evaluations of local area networks and/or wide area networks and servers throughout the campus; may also support, install, maintain and troubleshoot local area and/or wide area networking devices and related software as needed or directed.

5. Assist in the planning and evaluation of existing client management and network systems and presents research findings and recommendations to management.  This position also assists in campus systems and network planning upgrades, as well as implementation of network equipment, hardware and software throughout the division.

6. Assist Technology Agile Teams in providing end user access and authorization to various systems to maintain the appropriate security measures. Keep a record of problems and their resolution via IT Service Management tool. 

7. Install, configure or re-configure PC, Apple, and device hardware and software as requested or apparent, including any required moving of physical equipment, including printers and/or installing cable; may also maintain or utilize telecommunications protocols for the division or location. Maintain an adequate spare parts inventory of systems, subsystems and component parts used for repair work. 

8. Provide needed information on IT products or services to the appropriate site/division personnel; may participate in strategic planning, coordination and implementation of system support activities at a division or department.

9. Act as a resource, as needed, to less experienced technicians to assist them in their roles and understanding of more complex support functions.

10. Perform other duties as assigned or apparent.

 

NOTE:  The Primary Accountabilities above are intended to describe the general content and requirements of the position and are not intended to be an exhaustive statement of duties.  Incumbents may perform all or most of the Primary Accountabilities listed above.  Specific goals or responsibilities will be documented in incumbents’ performance objectives as outlined by the incumbents’ immediate manager.

 

Supervisory Responsibilities

None

MINIMUM EDUCATION AND RELATED WORK EXPERIENCE:

• Associate’s Degree OR

Three (3) years of personal computer technical experience, including the ability to perform advanced PC and Apple software and hardware troubleshooting, and a proven ability to offer high-level desktop support in an enterprise environment

 

ADDITIONAL QUALIFICATIONS:

• Bachelor’s degree in computer engineering or similar field

• CompTIA A+; OR Network + certification; OR Microsoft Certified Desktop Support Technician certification

• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. 

• Good understanding of IT Service provision in a medium to large organization and its impact on a wide and diverse user base 

• Experience with Help Desk management systems, such as ServiceNow and JIRA

• Knowledge of Desktop Systems Hardware, Desktop Operating Systems and Applications 

• Knowledge of ITIL Service Desk, Incident and Problem Management

• Proven knowledge and skills for Active Directory, Microsoft Office 365, Antivirus, Virtual Desktops, Web-based Application and Services, macOS X and Apple devices troubleshooting, SaaS connectivity and troubleshooting

• Successful completion of one or more courses in core Microsoft Technologies (MCDST (Microsoft-certified desktop support technician), MCSE (Microsoft Certified Solutions Expert), or MCP (Microsoft Certified Professional))

• Proven knowledge and understanding of the basic technical aspects of telecommunication equipment and transmissions

• Documentation skills and knowledge of software necessary to maintain and communicate knowledge base articles

• Customer service orientation and the ability to work on multiple tasks

• Ability to follow oral and written direction as they relate to the functions described above

• Ability to interact effectively with end users to determine hardware and/or software issues

• Ability to prioritize and perform multiple tasks simultaneously

• Ability to relay moderately complex technical information to a non-technical individual and the ability to interact effectively with end users to determine hardware and/or software issues as described above

As an Equal Opportunity employer, we particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community.

If you are an active-duty military member seeking employment when off-duty, compliance with Department of Defense Joint Ethics Regulation, 5500-7-R, is required prior to starting employment with University of Phoenix. You are advised to contact your base Judge Advocate General to seek such approval and answer any questions.