Client Services Technician

CHAMINADE UNIVERSITY OF HONOLULU

MISSION STATEMENT

Chaminade University offers its students an education in a collaborative learning environment that prepares them for life, service and successful careers. Guided by its Catholic, Marianist and liberal arts educational traditions, Chaminade encourages the development of moral character, personal competencies, and a commitment to build a just and peaceful society. The University offers both the civic and church communities of the Pacific region its academic and intellectual resources in the pursuit of common aims.

1. Position Information

Title: Client Services Technician

Division: Client Services

Department: Information Technology & Services

Non-Exempt 

Full Time 

EAM III

1. Position Summary

This position will be responsible for maintaining the integrity of all computer workstation and associated baseline software on campus. The post holder will be the main point of contact for all employees who are experiencing computer and Audio Visual equipment issues. They will also coordinates with other members of Information Technologies and Support to maximize the efficiency and availability of services offered.  Hours may include evenings and weekends. 

1. Reports to:

Direct Report to: Director of Client Services

1. Essential Duties and Responsibilities

• Set up workstations with computers and necessary peripheral devices
• Prepare and install new desktops and laptop computer, including loading and configuring standard software suite
• Diagnose and resolve computer hardware issues
• Diagnose and resolve baseline software functionality
• Diagnose and troubleshoot wireless issues
• Diagnose and troubleshoot Audio Visual equipmnent
• Provide walk-in technology assistance to students, faculty, and staff
• Provide one-on-one end-user problem resolution via phone, in-person and/or email for students, faculty, and staff
• Handle software deployments, upgrades and updates including desktop endpoint security
• Maintain and perform inventory tasks
• Maintain and installs wireless access points 
• Provide basic login support for learning management system
• VoIP phone management and moves
• Identify problems which must be escalated and refers them to the appropriate person within Information Technologies and Support
• Provide assistance to Saint Louis Schools with computer/phone moves and port provision 
• Maintain E-waste 
• Documents problems and their resolutions, along with time and resources needed for resolution in the University’s helpdesk database
• Call vendors for quotes and order equipment and supplies
• Perform other duties as assigned by the Director of Client Services

1. Disclaimer

This list of responsibilities is not exhaustive. Details relating to both essential and non-essential functions of the job are not precise and are only an approximation, which can vary on a day-to-day basis and are subject to change on an as-needed basis and/or in the sole discretion of supervisory management.

1. Education and Experience

Minimum 

Associates degree or 3 years of technical/customer service experience

CompTIA A+ Certification is required or must be obtained within three (3) months of the employee's start date. 

Preferred

Bachelor’s Degree in a relevant subject

1. Required Knowledge, Skills & Abilities 

• Strong communication and interpersonal skills with the ability to interact and work with individuals at all levels of the university
• High degree of diplomacy along with discretion and ability to maintain confidentiality when working with sensitive information
• High degree of technical competency:
  • Broad knowledge of technology
• Experience working with both Windows and Macintosh computers. Knowledge of Active Directory, main-frame-based administrative system and wireless networking is desirable
• Proficiency in Microsoft Office Suite or related software
• Organized with meticulous attention to detail
• Must be customer oriented
• Excellent project management skills and ability to manage multiple assignments and prioritize work and resources
• Ability to meet deadlines
• Ability to work flexible hours with minimal notice
• Attention to detail with a focus on thoroughness and quality
• High integrity and ethical standards

1. Physical Requirements

Duties involve intermittent sitting, standing, climbing stairs, and walking inclines. Must be able to lift 50 pounds, walk the campus with ease, and have excellent motor skills. Must have finger dexterity. Must be able to communicate information and ideas so that others will understand.

1. Other Requirements: 

• This is a full time, non-exempt position. Forty hours per week (M-F) will be the general rule. However, depending on the project cycles and workflow demands of the department, additional hours or workday schedule changes may be occasionally required. Must be willing and able to work occasional nights and weekends and have a varying schedule when required
• Performs such similar, comparable or related duties as may be assigned or required
• Observes all safety and health regulations and works in accordance with safe work procedures and policies of the University. Reports unsafe acts/conditions and injuries in a timely and proper manner
• The employee is expected to adhere to all University policies while employed. The policies can be found at https://chaminade.edu/compliance/resources/ or on the employee Share Portal.

1. Marianist Identity/Native Hawaiian & Pacific Island Serving: 

An expressed willingness to respect and support the Catholic and Marianist identity of Chaminade University of Honolulu and to perform all duties in a manner consistent with Marianist educational values and mission of the University. Understanding of and respect for the University’s designation as an institution that serves students of Native Hawaiian and Pacific Island ancestry.