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 en