The Client Services/Card Office Technician I performs Service Desk tier-one support via telephone, email, or walk-up for keycard access, hardware, software, and connectivity issues; tracking all incident/request through ITSM application. Monitor critical Chapman services and escalate when appropriate. Provide tier-two desktop support repairing, imaging, and deploying PC and Mac computer systems and peripherals. Provide exceptional Customer Service making satisfaction callbacks on closed tickets adding or updating the Client Services KB or other documentation. Provide prompt first contact support in labs and classrooms. Perform additional duties and technical support as assigned.
Bachelor's Degree in Computer Science or Management Information Systems, or equivalent combination in education and experience.
At least one year prior experience in a technical support position.
Excellent oral and written communication with the ability to translate technical terms into non-technical terms.
Troubleshooting skills, analytical reasoning and aptitude for escalating issues appropriately.
Ability to formulate and communicate logical and sound conclusions and recommendations.
Excellent interpersonal skills with a diverse group of individuals at all organizational levels.
Ability to multi-task and follow up, prioritize and manage time; work independently as well as part of a team.
Ability to prioritize duties when faced with interruptions, distractions and a fluctuating workload.
Technical skills to learn and use enterprise systems and tools.
Proven ability to demonstrate tact and diplomacy in all situations and maintain a high-level of confidentiality.
Knowledge of Blackboard LMS, PeopleSoft software, LANDesk, Computer Imaging, and Remote Support tools
Prior experience supporting university Service Desk.
Moderate understanding of networking protocols and connectivity.
Working knowledge of desktop support for Microsoft Windows 7/10 operating systems, Android and iOS devices, and macOS operating systems.
Microsoft Certification, A+, ITIL Certification
Applicants for Staff and Administrator positions must be currently authorized to work in the United States on a full-time basis. Chapman University does not sponsor applicants for Staff and Administrator positions for work visas.
The offer of employment is contingent upon satisfactory completion and outcomes of a criminal background screening, DMV driving clearance, and returning to the Office of Human Resources a signed original acceptance of the Chapman University Agreement to Arbitrate.
Internal Number: 20874
About Chapman University
Chapman University is one of California's oldest and most respected private universities, offering distinguished undergraduate and graduate degrees in the context of a liberal arts and sciences university. For more than 150 years, Chapman University has served as a symbol of educational access and excellence in the state of California. Founded as Hesperian College in 1861 in Woodland, California by members of the Christian Church (Disciples of Christ), we admitted men and women and people of color from our earliest days. Endowed by the Valencia orange magnate Charles Clarke Chapman, the institution changed its name to Chapman College in 1934, and by 1954 had moved to the former campus of Orange Union High School in Orange, California. The college again extended higher educational access when it began offering classes to military personnel at El Toro Marine Base.In 1965, Chapman took undergraduate education to the high seas when it began running World Campus Afloat, the program that would eventually become Semester at Sea, a tradition that continues at Chapman through our world-wide study abroad programs.Since our founding, Chapman has grown into a highly regarded university that at...tracts high-achieving undergraduate and graduate students from all over the United States, and more than 60 nations around the world.Our mission statement: To provide personalized education of distinction that leads to inquiring, ethical and productive lives as global citizens.