Job Abstract

JOB SUMMARY

This position addresses incidents of service interruption and takes steps to re-initiate service or properly escalate for resolution. This position may work in one of three settings. It may be in a call center/Service Desk, dispatched to a campus or location, or resident at a location. Generally, employees will contact the Service Desk for a request for service related to IT systems, reports, workstations, laptops, printers, phone sets, hand-held devices, portable learning devices, applications or data, and educational technologies. This Customer Service Specialist (CSS) differs from the User Device Administrator (UDA) position in that it is the first two tiers of support focused on getting the service installed, or working. The UDA is more focused on the definition, selection, design, imaging and third tier support. If the Service Desk is not able to resolve the problem on the phone or by e-mail, local service will be provided in one of two ways. It will be dispatched or, if a campus can afford it, a local customer service specialist will respond to the issue. Works on problems of moderate scope and complexities where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action.

MAJOR DUTIES & RESPONSIBILITIES

• Works in either a call center or on the client site to coordinate, diagnose and troubleshoot incoming employee calls or incident tickets.
• Provides highly visible customer support through the performance of onsite installation, as well as overseeing any necessary diagnosis, troubleshooting, service and repair of complex equipment and systems.
• Provides support services to employees with information technology issues involving applications or data, and educational technologies.
• Provides timely resolution of problems or escalation on behalf of customer to appropriate personnel, and provides case status updates to management and end-users.
• Develops, documents, and implements standard operating procedures and customer service guidelines.
• May be involved in supporting conferences and large training meetings of users in one location. During this time, local support is critical and provides proactive time for upgrades, maintenance, etc.
• Performs other job-related duties as assigned.

MAJOR DUTIES & RESPONSIBILITIES CONTINUED

Performs other job-related duties as assigned.

EDUCATION

Prefer Associate Degree or 60 hours

WORK EXPERIENCE

0-2 years

SKILL AND/OR REQUIRED LICENSING/CERTIFICATION

Applies acquired job skills and company policies and procedures to complete assigned tasks. Skill level is still developing towards journey-level contributor, but has solid foundation in many of the critical IT competencies needed to perform the job. This position requires developing applied knowledge of ITIL incident and problem management techniques. Basic office equipment and Microsoft Office.

LEADERSHIP RESPONSIBILITIES

No supervisory or direct people management responsibilities. May provide occasional work guidance, technical advice and training to staff.

WORK COMPLEXITY/INDEPENDENT JUDGMENT

Work involves the application of moderately complex procedures and tasks that are quite varied. Independent judgment is often required to select and apply the most appropriate of available resources. Ongoing supervision is provided on an "as needed" basis.

BUDGET AUTHORITY

No budget development activity is required.

PROBLEM SOLVING

Decisions are made on both routine and non-routine matters with some latitude, but are still subject to approval. Job is occasionally expected to recommend new solutions to problems and improve existing methods or generate new ideas.

IMPACT OF DECISIONS

Decisions have minor, small and possibly incremental impact on the department or facility. Errors are usually discovered in succeeding operations where most of the work is verified or checked and is normally confined to a single department or phase of the organizational activities resulting in brief inconvenience.

COMMUNICATION/INTERACTIONS

Information sharing – gives and receives information such as options, technical direction, instructions and reporting results. Interactions are mostly with customers, own supervisor and co-workers in own and other departments. Strong communication and interpersonal skills required to understand, troubleshoot and calm problem situations.

CUSTOMER RELATIONSHIPS

Makes routine or required customer actions to meet customer needs. Responds promptly and accurately to customer complaints, inquiries and requests for information and coordinates appropriate follow-up. May handle escalated issues passed on from co-workers or subordinates.

WORKING/ENVIRONMENTAL CONDITIONS

Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements. Repetitive motion: Substantial movements of the wrists, hands, fingers, and/or upper body for sustained periods of time, including using extremities to drag, push, pull or grasp. Sitting: Particularly for sustained periods of time. Employee is expected to be able to commute to multiple work sites in a day and perform dispatched resolution. Walking: Moving about on foot, particularly for long distances. May have to lift up to 50 pounds. Work is normally set to specified shifts. This position is expected to be goal and customer service focused. During times of emergencies, outages and project planned work; employees are expected to be on call and available until the event is addressed. During system conversions, extra effort may be required in order to ensure the roll out of the system is successful.