Client Support Specialist

Posting Details

Position Information

Job Title
Client Support Specialist

Job Description

Elizabethtown College is currently seeking a full-time Client Support Specialist to join the Information and Technology Services (ITS) team to support the campus community in the use and connectivity of computers, peripherals, and other technology devices. This Client Support Specialist is responsible for maintaining College-owned computer and peripheral equipment including deployment, diagnosis, and repair.

For full consideration, please provide cover letter, resume and contact information for (3) references. Please note, this position is not eligible for visa sponsorship.

Why work at Elizabethtown College? We've got great PERKS.

• FREE College undergraduate tuition for employee, spouse and dependent(s) after six months of full-time employment

• ExtendedPAIDtime off around the holidays

• FREE access to Bowers Center exercise equipment & pool

• Generous paid time off for vacation & sick leave

• Beautiful campus setting with walking paths, library, cafeteria, Starbucks kiosk, college bookstore, mail services, pool, exercise classes

• Excellent benefits (medical, dental, vision, retirement match & more.)

• FREE Employee held events throughout the year on campus

Job Duties

Client Support Specialist Functions - The Client Support Specialist is primarily responsible for these functions.

• Oversee the installation, troubleshooting, and repair of campus computer hardware (Windows and Mac), including supervision of student technicians supporting these tasks.
• Deploy operating system images and install/configure software on College-owned devices.
• Meet with employees as part of the computer deployment process, providing education on how to use the equipment, and accessing College systems.
• Provide exceptional customer service in understanding a client's needs and communicating technical information, both verbal and written, to a wide range of users.
• Provide advanced hardware technical support to clients after escalation from the Help Desk, in person and remotely via phone/videoconference.
• Schedule appointments to visit an office when a problem cannot be resolved remotely.
• Manage the College's printer fleet including overseeing installation, maintenance, and repair.
• Troubleshoot equipment problems and coordinate repair of equipment, engaging third-party vendors when needed.
• Maintain the campus computer inventory with a strong attention to detail to ensure accuracy of equipment tracking records, including deployment, location, warranty, and repair history information.
• Maintain equipment stock inventory levels
• Troubleshoot and resolve client-side network connectivity issues.
• Manage the relocation of ITS equipment as part of the office moves process.
• Assist employees prior to departure to coordinate transfer of files, collect equipment, and support business continuity.
• Create and maintain internal support documentation for tasks overseen by the Client Support Specialist.
• Collaborate and cross-train with the Client Services team to ensure effectiveness of the Help Desk operations.
• Other duties as assigned

Help Desk Functions - These functions are shared with members of the Client Services team during a regular staff rotation.

• Support the campus community by staffing the Help Desk in answering phone calls, emails, and walk-in requests.
• Provide initial review of incoming requests and provide answers for routine solutions based on documentation.
• Escalate requests to the appropriate staff for advanced issues.
• Serve as the primary escalation point for questions from the student technicians.
• Track all support requests through the Help Desk ticketing system.
• Prioritize response to requests according to their impact and following the Service Level Agreement standards, including quick response for high priority requests.
• Provide excellent customer service to the campus community of varying technical skills and explain complex problems/solutions in non-technical language.
• Provide support for a variety of computing devices including desktops, laptops, tablets, cell phones, printers, and peripheral devices.
• Provide recommendations to enhance support processes, procedures, and documentation.

Supervisory Responsibilities

• At times, the person in this position will directly supervise student employees. This position is required to carry out supervisory responsibilities in accordance with Elizabethtown College's policies and applicable laws. Responsibilities include training and directing individuals.

Required Qualifications

Education

• An Associate's or Bachelor's degree in Information Systems, Computer Science, Educational Technology, or a related field, plus a minimum of two years of professional experience is preferred.
• Significant demonstrated experience will be considered in lieu of a degree.

Experience

• Demonstrated experience supporting Windows and MacOS computers in a Microsoft Active Directory environment is preferred.
• Expertise in diagnosing hardware level computer components including memory, hard drives, motherboards, etc.
• Strong Windows computing skills
• Moderate Macintosh computing skills
• Moderate skills with the Microsoft Office suite
• Experience in a user support and/or help desk environment is ideal
• Experience working for a college is desirable

Certificates, Licenses, and/or Registrations

• Dell TechDirect certification for dispatch of warranty parts and service, within 4 months of hire.
• This position requires a valid driver's license for business travel purposes (individual must have a US driver's license for at least three years).

Preferred Qualifications

Other Skills, Abilities, and/or Training

• Possess a technical aptitude to understand complex technical problems with the ability to think through issues and identify/implement a solution
• Exceptional customer service skills
• Excellent oral communication skills (i.e. ability to deal effectively with others, speak professionally on the phone, etc.)
• Excellent written communication skills (i.e. business letter writing, grammar, etc.)
• Ability to organize work and meet deadlines
• Ability to prioritize multiple tasks in a fast-paced environment
• Strong organizational skills and attention to detail
• Ability to preserve confidentiality of information
• Ability to work within strict deadlines
• Strong interpersonal skills and desire to collaborate with a team
• Minimum age of 18 years old for business travel purposes
• Familiarity with industry terms and processes
• Ability to use a multi-line phone system

Physical Demands

Physical Demands

• Regularly required to remain seated in a normal position for long periods of time
• Regularly required to stand for long periods of time
• Regularly required to walk about
• Regularly required to climb stairs
• Regularly required to maintain balance while walking, standing, crouching, or running
• Occasionally required to stoop, kneel, crouch, and/or crawl
• Occasionally required to reach up and out with hands and arms
• Regularly required to talk and hear; verbally express information or instructions
• Regularly required to use hands to grasp objects, type, pick up objects, move objects, or hold objects
• Regularly required to lift up to 40 pounds and carry a distance of 10 feet
• Regularly required to push and/or pull up to 40 pounds a distance of 10 feet

Vision Requirements

• To successfully perform this position, individuals must possess the following:
• Close vision (clear vision at 20 inches or less)
• Depth perception and the ability to judge distances and spatial relationships
• Adjustable focus
• Ability to distinguish colors.

Posting Detail Information

Posting Number
AS674P

Open Date
04/28/2025

Close Date

Open Until Filled
Yes

Special Instructions to Applicants

About Elizabethtown College

Located in southeastern Pennsylvania, Elizabethtown College offers its 1,800 students more than 75 academic programs in the liberal arts, sciences and professional studies. Driven by its commitment to "Educate for Service," Elizabethtown centers learning in strong relationships, links classroom instruction with experiential learning, emphasizes international and cross-cultural perspectives, and nurtures the capacity for lives of purpose and leadership as global citizens. For more information, consult .

Elizabethtown College is committed to valuing and fostering the diversity reflected in our life together and in the world beyond our campus. We strive to ensure that the members of the community-students, faculty, staff, and administrators-are diverse in race, ethnicity, sexual orientation, socioeconomic status, religion, ability, gender, gender identity and expression, age, and national origin. We also seek to provide our community members, especially our students, with educational opportunities, programs . click apply for full job details