Senior Client Experience Specialist - Delaware Law School - Revised

Widener University is currently seeking a Client Experience Specialist in the Client Experience (IT) division of Library and Information Services (LIS). Reporting to the Director or Director of Client Experience and Learning Spaces, this role provides support to faculty, staff and students at the Widener University Delaware Law School.

DUTIES AND RESPONSIBILITIES (including, but not limited to):

Essential duties:

• Serve as “go-to” person for university clients, peers on the CX Team, LaCE Management, and LIS Leadership
• Take initiative as a problem solver
• Engage with clients in the process of developing and maintaining relationships and solutions
• Collaborate across teams
• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies
• Support other tasks or special projects as assigned by the LaCE Management Team

Technical:

• Provides exceptional client experience and technical support in a timely, consultative and professional manner
• Provide consultative and physical support for university events
• Work in a team environment to support service requests and requires the delivery of Tiers 1 & 2 support which includes but is not limited to the following:
  • Apply consulting and troubleshooting skills to diagnose and repair standard technical problems
  • Configure and install hardware and software
  • Provide support and service for computers, peripherals, audio-visual, and classroom technologies
  • Document all communications with customers within ticket system
  • Provide emergency on-call after hours support.
  • Resolve PC or MAC (minimal) product-related issues as needed, including maintenance emergencies, testing, configuring, documenting, and installing of new or upgraded software
• Participate in LIS or university project teams as a representative of the CX team

Project Support:

• Project Support:
  • Support projects, including asset management, within given constraints of scope, schedule, budget, and quality through the duration of the project
  • Prepare documentation and communications for the project
• Data collections and reporting: collect, analyze, and summarize information requested by LaCE Management Team
• CX Team Collaboration (all members of team)
  • Engage with CX Team members to suggest improvements in service delivery and communication
  • Participate actively in team meetings to enhance the quality of client experience
  • Support and be part of the positive experience and knowledge base for Client Experience Ambassadors (student workers)
• Troubleshooting basic networking issues
• Training and assisting customers on proper use and behaviors of the mobile platforms, and computer systems managed by ITS

Additional duties for Senior position (if qualified):

• Resolve PC product-related issues as needed, including maintenance emergencies, testing, imaging, scripting, configuring, documenting, and installing of new or upgraded software on all campuses. 
• Project Management - Provide project leadership, within given constraints of scope, schedule, budget, and quality through the duration of the project. 
• Engage with clients in the process of developing and maintaining relationships and solutions 

MINIMUM QUALIFICATIONS (education/training and experience required): 

Required: 

• Associate degree in a related technical field or equivalent training or certifications
• Proficiency of information system hardware and software troubleshooting skills and problem resolution
• Proficiency of PC and demonstrated knowledge of Mac systems
• Build, maintain and support PC and Mac (minimal) images
• Experience delivering positive customer/client experience
• Commitment to team and inclusive culture
• Minimum of 2 years of relevant work experience
• Obtain necessary criminal background checks (state and federal) and child abuse clearances

Additional requirements for Senior position:

• Bachelor's degree in a related technical field or equivalent training
• Minimum of 5 years of relevant work experience
• Strong proficiency in Windows operating systems and M365 environment
• Extensive knowledge of hardware, peripherals, and troubleshooting techniques
• Experience in end-to-end project management
• Proficiency in build/provision, maintain and supp