Client Services Specialist (Information Technology Services)

Overview

Macalester College is seeking a Client Services Specialist to work in the Information Technology Services (ITS) Help Desk. Client Services Specialist works with the Help Desk Manager to oversee the ITS Help Desk, the central point of contact for reporting, tracking and resolving technical problems at Macalester College. The ITS Help Desk provides essential support and resources to faculty, staff, and students, facilitating teaching, learning, research, and administrative operations for the college. The Client Services Specialist collaborates with and serves as backup for the Help Desk Manager. Their primary responsibility is to ensure that clients receive the highest quality, fastest, and most effective customer service possible.

This is a full-time role that requires being onsite 5 days a week. Ideally, the chosen candidate will work flexible hours.

About The Department:

We are your first contact for help with your technology questions. ITS provides project management, systems consulting, software implementation and maintenance, software systems management services, database management and data management and reporting. We also manage, design, and plan the network, the telecommunications system, the central servers, information security architecture and services.

Responsibilities

• Provide outstanding client service and computer support to the Macalester community.
• Provide day-to-day oversight of the first-line ticket queue to ensure that problems receive timely and appropriate responses.
• Coordinate collection and tracking of problems reported to the ITS Help Desk.
• Escalate tickets to appropriate second-line experts and ensure that solutions are clearly communicated to clients.
• Assist in hiring and managing and training the student Help Desk consultants in collaboration with the Helpdesk Manager.
• Provide advanced technology support to College clients by resolving problems escalated by student staff.
• Provide escalated technical support and consulting for hardware, software, and other technology.

Qualifications

• Bachelor’s Degree preferred, but not required. In lieu, vocational and/or technical training education and experience required.
• At least 3 or more years of experience in an enterprise technology support role, preferably in an educational setting.
• Experience providing hardware and software support for Windows and MacOS computers, printers, and other technology in a highly variable environment.
• Experience with Help Desk operations and IT service management systems.
• Experience working with students or other support staff in an educational environment.
• ITIL foundation training/certification, JAMF/SCCM/InTune training/certification is a plus.

Compensation:

The salary for this position will be between $55,000-$58,000 annually.

Benefits:

At Macalester, we are proud to offer excellent comprehensive employee benefits. Here are some highlights:

• 10% employer contributions to the retirement plan.
• Outstanding vacation and sick time packages, plus an additional 10 holidays.
• Generous employer contribution to Health Savings Account.
• Tuition assistance which pays between 75% - 100% of eligible tuition for employee dependents at select institutions.
• Free primary care for most services through Nice Healthcare when enrolled in a Macalester health plan.
• Access to the athletics fitness facility, wellness coaching, and activities.

These are just some of the great benefits Macalester has to offer! To see our full benefits packages and options, please visit our Benefits Page.

Satisfactory completion of a criminal background check is a condition of employment.

Application Guidelines:

For best consideration, please submit your cover letter and resume through the Macalester Employment Opportunities. Review of applications will begin immediately. Priority will be given to candidates who apply by Sunday, March 3rd, however, we will continue to accept applicants after this date. The interview process will begin after this date and the role will be posted until filled.

Jaclyn Howard

Talent Acquisition Manager

jhoward3@Macalester.edu

Macalester College - Institutional Overview

Founded in 1874, Macalester College provides students with the inspiration, insight, and experience to become successful and ethical leaders. Located in flourishing St. Paul, Minnesota, Macalester enrolls over 2,000 students from across the country and around the world. Macalester is a preeminent liberal arts college recognized for its student service and celebration of internationalism.

At Macalester, we look at our employees through a whole-person, holistic lens. With comprehensive benefits and well-being programs, we provide and enable our community members to grow and care for themselves, their families, and one another. Our whole-hearted fidelity to community-building and social justice exemplify these ideals. Macalester College continuously prioritizes a culturally diverse and pluralistic community. We value individuals of all backgrounds and lived experiences.

Our rich blend of people holding varied identities enhances our strong commitment to multiculturalism and global citizenship. We seek candidates who reflect and strengthen our campus environment. Macalester invites and encourages everyone to apply who would add depth to our community including those from all sexual orientations, races, ethnicities, national origins, genders, religions, abilities, and ages.

Job Type: Full-time

Pay: $55,000.00 - $58,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Ability to Relocate:

• Saint Paul, MN 55105: Relocate before starting work (Required)

Work Location: In person