Client Services Specialist

Special Instructions

This is an online only application
Thoroughly redact or block security sensitive information including social security number, date of birth, age, citizenship status, sex/gender, ethnicity, marital status and applicant photos from all documents. Failure to block such information will render the application ineligible. To see a sample, click here. All uploaded documents become part of the applicant’s application and are viewable to personnel involved in the hiring process.

Transcripts
Transcripts must be from an institution accredited by an accrediting agency recognized by the U.S. Department of Education or the Council for Higher Education Accreditation (CHEA).

Foreign transcripts
Applicants submitting employment applications with foreign transcripts must provide transcript equivalency documentation from an approved evaluation service. The evaluation service must be a member of the National Association of Credential Evaluation Services (NACES). The evaluation service links on the following site are provided by South Texas College for your convenience but are not affiliated with South Texas College: NACES Members

Job Description

General Statement of Job

The Client Services Specialist ensures proper computer operation so that clients can accomplish institutional tasks, including receiving, prioritizing, documenting, and actively resolving client service requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as in-person, hands-on assistance at the desktop level. The Client Services Specialist will provide training to faculty and staff covering different topics throughout the year.

Specific Duties and Responsibilities

Essential Functions:

• Evaluates documented resolutions and analyzes trends for ways to prevent future problems.
• Provides superior first line support and troubleshooting to South Texas College customers experiencing technical issues.
• Fields incoming service requests from clients in a courteous and professional manner.
• Documents and maintains record of all pertinent client identification information, including name, department, contact information, and nature of problem or issue.
• Builds rapport and elicits problem details from service desk customers.
• Prioritizes and schedules problem resolution activities; escalates problems (when required) to the appropriate staff member.
• Records, tracks, and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Applies diagnostic utilities to aid in troubleshooting.
• Identifies and learns appropriate software and hardware used and supported by the institution.
• Performs post-resolution follow-up to service requests.
• Develops tutorial information and frequently asked questions lists for clients.
• Completes needs analysis to develop new training programs or modify and improve existing training programs.
• Provides training to faculty and staff to effectively use administrative and academic computing technologies.
• Performs other duties as assigned.

Required Education and Experience

• Associate’s Degree required. Associate’s degree in computer information systems, Computer Science, or related field preferred; Bachelor's Degree in Computer Information Systems, Computer Science or related field preferred.
• At least one (1) year in customer service or IT related experience required.

Required Knowledge, Skills and Abilities

• Excellent oral, written and interpersonal communication skills.
• Demonstrated knowledge of Windows Operating System, Microsoft Office Suite,  Microsoft Exchange, and Networking.
• Extensive knowledge of computer installation, configuration and troubleshooting.
• Knowledge of Adobe products, preferred.
• Knowledge of mobile devices and virtual desktop infrastructure, preferred. 
• Ability to prioritize, organize, and complete multiple tasks with attention to detail, within stated deadlines.
• Ability to adapt to constant change and periods of fast-paced, high-intensity work situations.
• Ability to work evenings and/or weekends as needed; willing to travel throughout the college district using own means of reliable transportation.
• Demonstrated commitment