Job Title: IT Support Specialist I

FLSA Status: Non- Exempt

Department: Office of Information Technology (OIT)

Title of Manager/Supervisor: Manager of Customer Service & Communications

Number of Employees Reporting to this Position: 0

Range: $19.00- $23.00 based on experience

Position Summary: Acts as the "first line of support" for the entire Clarkson University Community. This person will reside at the Helpdesk counter (currently located on the 2nd Floor, ERC) and serves as the primary point of contact for walk-up and phone call inquiries to the University's OIT Helpdesk. Provides first-tier support for telephone, media, and computer technology issues within the Office of Information Technology (OIT) organization. Escalates issues as needed to appropriate OIT personnel and delegates all other issues to the appropriate department or team.

Position Responsibilities:

• Deliver fast, empathetic, friendly, and effective support to users.
• First point of contact between the user community and OIT, always placing the information technology needs of the user as first priority.
• Ensures that all customer interactions are being logged in the OIT's ticketing system
• Escalate/delegate issues to other departments, OIT Teams or appropriate Satellites as needed
• Respond promptly to customer requests made by walk-up, telephone, and email
• Primary areas of responsibilities include
  • support for troubleshooting, password changes, printer accounting, quota increases, media needs, telephone services, and computer sales and services.
• Secondary areas of responsibilities include
  • support for troubleshooting, (onboarding) new accounts, account deactivation.
• Triage for computer repair issues
  • Provides diagnosis of faculty/staff/student computer issue, creates a trouble ticket, tags the unit with appropriate ticket tracking information, and then sends the unit out to proper repair channels
• Identify holes in the HelpDesk processes and make recommendations to Senior Help Desk representative and the Manager of Customer Service & Communications for necessary documentation creation and/or procedure changes.
• Performs other appropriate functions incidental to the work described herein.

Health & Safety: All staff has a statutory responsibility to take reasonable care of themselves, others and the environment and to prevent harm by their acts or omissions. All staff is therefore required to adhere to the University's Health, Safety, and Environmental Policy & Procedures.

DISCLAIMER: The above statements are designed to indicate the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all duties, responsibilities, skills, and qualifications required of personnel so classified

Essential Skills:

• Self-planning and organizing skills enabling one to multitask effectively in an interrupt-driven environment.
• Show flexibility and initiative to anticipate customer needs and has a strong work ethic geared towards strong customer service.

Education:
Minimal Qualifications: High School Diploma or equivalent.

Preferred Qualifications: Associate's Degree in Computer Science or related field.

Experience:

Minimal Qualifications: 2 years relevant experience

Preferred Qualifications: 4 years of relevant experience

Physical Demands:
The physical demands characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Special Instructions to Applicants: An equal opportunity/affirmative action employer, Clarkson actively seeks and encourages applications from minorities, women and people with disabilities.

All offers of employment are subject to the applicant successfully passing a background check (including, but not limited to, employment verification, educational and other credential verification, and criminal records).