Client Services Specialist

Posting Details

General Statement of Job

General Statement of Job

The Client Services Specialist ensures proper computer operation so that clients can accomplish institutional tasks, including receiving, prioritizing, documenting, and actively resolving client service requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as in-person, hands-on assistance at the desktop level. The Client Services Specialist will provide training to faculty and staff covering different topics throughout the year.

Specific Duties and Responsibilities

Specific Duties and Responsibilities

1. Evaluates documented resolutions and analyzes trends for ways to prevent future problems.
2. Provides superior first line support and troubleshooting to South Texas College customers experiencing technical issues.
3. Fields incoming service requests from clients in a courteous and professional manner.
4. Documents and maintains record of all pertinent client identification information, including name, department, contact information, and nature of problem or issue.
5. Builds rapport and elicits problem details from service desk customers.
6. Prioritizes and schedules problem resolution activities; escalates problems (when required) to the appropriate staff member.
7. Records, tracks, and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
8. Applies diagnostic utilities to aid in troubleshooting.
9. Identifies and learns appropriate software and hardware used and supported by the institution.
10. Performs post-resolution follow-up to service requests.
11. Develops tutorial information and frequently asked questions lists for clients.
12. Completes needs analysis to develop new training programs or modify and improve existing training programs.
13. Provides training to faculty and staff to effectively use administrative and academic computing technologies.
14. Performs other duties as assigned.

Position Information

Posting Number
SP1931

Position Title
Client Services Specialist

Department
ISPSI-Client Services

Temporary End Date (if applicable)

Location
Pecan

E-Class
Professional/Technical

FLSA
Non-Exempt

Min Salary
$36,837.00

Salary Range*

Required Education and Experience

1. Associate's Degree required. Associate's Degree in Computer Information Systems, Computer Science, or related field preferred; Bachelor's Degree in Computer Information Systems, Computer Science or related field preferred.
2. At least one (1) year of related experience in customer service or IT required.
3. At least one (1) year of experience providing training, preferred.

Required Knowledge, Skills and Abilities

1. Excellent oral, written and interpersonal communication skills.
2. Demonstrated knowledge of Windows Operating System, Microsoft Office Suite, Microsoft Exchange, and Networking.
3. Extensive knowledge of computer installation, configuration and troubleshooting.
4. Knowledge of Adobe products, preferred.
5. Knowledge of mobile devices and virtual desktop infrastructure, preferred.
6. Ability to prioritize, organize, and complete multiple tasks with attention to detail, within stated deadlines.
7. Ability to adapt to constant change and periods of fast-paced, high-intensity work situations.
8. Ability to work evenings and/or weekends as needed; willing to travel throughout the college district using own means of reliable transportation.
9. Demonstrated ability to interact effectively with a diverse, multi-cultural college population.
10. Demonstrated commitment to achieving the vision and mission of South Texas College.
11. Ability to read, analyze, and interpret professional journals, technical procedures, or governmental regulations.
12. Ability to write routine reports and correspondence.
13. Ability to effectively present information and respond to questions from groups of managers, employees, clients, customers, and the general public.
14. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
15. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Checks, Certificates, Licenses, and Registrations

1. Security Sensitive position: all applicants are subject to a criminal background check under South Texas College policy.
2. In addition, subject to a federal background check.
3. Must have or qualify for a valid Texas driver's license and proof of liability insurance.
4. A+ and N+ certifications, preferred.

Physical Requirements

1. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
2. Bending the body downward and forward by bending leg and spine.
3. Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
4. Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
5. Applying pressure to an object with the fingers and palm.
6. Perceiving the nature of sounds at normal speaking levels with or without correction.
7. Ability to receive detailed information through oral communication, and to make the discrimination in sound.
8. Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. Occurs to a considerable degree and requires substantial use of upper extremities and back muscles.
9. Ability to make rational decisions through sound logic and deductive processes.
10. Expressing or exchanging ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.
11. Standing particularly for sustained periods of time.
12. Bending body downward and forward by bending spine at the waist. Occurs to a considerable degree and requires full motion of the lower extremities and back muscles.
13. Close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading.
14. Mobility to accomplish tasks, particularly for long distances or moving from one work site to another.

Working Environment

The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

Posting Detail Information

Desired Start Date
03/01/2023

Close Date
02/01/2023

Open Until Filled (overrides Close Date)
No

Special Instructions to Applicants

This is an online only application
Thoroughly redact or block security sensitive information including social security number, date of birth, age, citizenship status, sex/gender, ethnicity, marital status and applicant photos from all documents. Failure to block such information will render the application incomplete. For further information, click here. All uploaded documents become part of the applicant's application and are viewable to personnel involved in the hiring process.

Transcripts
Transcripts must be from an institution accredited by an accrediting agency recognized by the U.S. Department of Education or the Council for Higher Education Accreditation (CHEA).

Foreign transcripts
Applicants submitting employment applications with foreign transcripts must provide transcript equivalency documentation from an approved evaluation service. The evaluation service must be a member of the National Association of Credential Evaluation Services (NACES). The evaluation service links on the following site are provided by South Texas College for your convenience but are not affiliated with South Texas College: NACES Members

Candidate Review Start Date

Annual Security Report and Non-Discrimination Statements

Notice of Non-Discrimination