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Client Support Specialist

Date: May 5, 2014
Reports to (Job Title): IT Manager
Jobs Reporting (Job Titles): None
Location: Main Campus
Grade:

USG 6

35 hr/wk


Primary Purpose

The Client Support Specialist reports to the IT Manager. The Client Support Specialist possess technical and software knowledge to provide front-line customer service, technical support, equipment management, Point of Sale support, deployment and maintenance of new workstations and peripherals, software deployment and telecommunications needs for students, guests and staff of the Federation of Students. The Client Support Specialist is responsible for in conjunction with the IT Administrators to ensure the ongoing function of a networked environment of over 60 desktops, 10 laptops, 5 point of sale systems, 15 Payment Terminals, mobile phones, Printers and digital whiteboards.

Key Accountabilities:

1.  End-user and help desk support:

 

2.  Workstation configuration, setup, deployment and maintenance.

 

3.  System and Software Management

 

4.  Training and communication

Position Requirements

Education:

Completion of a Bachelor’s degree, Advanced Diploma and/or equivalent work experience.

Experience:

one or more years of progressive business experience with a proven track record of achievement and success within an Information Technology role. Competencies will include troubleshooting, interpersonal, technical, organizational and communication skills.

Technical:

MS Word Excel PowerPoint Other
Intermediate: able to answer end-user questions and resolve end-user issues Intermediate: able to answer end-user questions and resolve end-user issues Intermediate: able to answer end-user questions and resolve end-user issues

Working to intermediate knowledge with the technologies and responsibilities listed under Key Accountabilities.

Nature and Scope

Interpersonal Skills:

Internally, communicates with all employees in all groups and departments and at all levels to deal with technical issues. Externally, this position will have occasional contact with support vendors and suppliers.

Level of Responsibility:

This position requires exposure to, and occasionally processing sensitive or confidential information.

Decision-Making Authority:

Responsible for evaluating and implementing new technology within assigned projects.

Physical and Sensory Demands:

Minimal demands typical of a knowledge worker position operating within an office environment. Occasional lifting of heavy equipment.

Working Environment:

Minimal exposure to disagreeable conditions typical of a knowledge worker exposed to stress and pressure associated with a support role. Normally, the Client Support Specialist carries out all responsibilities during regular business hours. However, the Client Support Specialist must occasionally work outside of regular business hours to deploy new systems or roll-over workstations or client devices into the production environment, and might infrequently be called upon to work outside of regular business hours if emergency conditions warrant.