The Division of Information Technology at Stevens Institute of Technology seeks an energetic, passionate, technologically proficient, and service-oriented team player for the position of Client Support Specialist. This is a full-time position reporting to the Associate Director of Client Support Services. The successful candidate will provide excellent reactive, proactive, and preventive support for our community. This requires: interpersonal skills, empathy, technical proficiency, and the willingness to learn.  This position will provide and help coordinate endpoint device support including but not limited to computer hardware, OS's, software / applications, printers, and instructional technology and basic A/V support. This position requires the ability to work off-hours and weekends as necessary to meet the needs of the university. Client Support Services is the single, primary point of contact for the community when they have questions, concerns, technical issues and need guidance. While this role will offer a semi-remote rotating arrangement, the position is largely an on-ground position.  

Duties include, but are not limited to: 

• Serve as an engaged and effective member of a high-performing team that provides first-point-of-contact and highest possible initial problem-resolution for all members of the Stevens' community 

• In coordination the Divisions goals, lead projects surrounding service rollout, upkeep, deprecation, and training. 

• Have a working understanding of the full IT service portfolio and organize and lead training sessions on best practices for all service areas.  

• Provide Level 0, 1, and 2 support 

• In coordination with the Division, on a rotating basis provide liaison partnership with specific Stevens constituents where applicable  

• Ensure that all incidents reported to Client Support Services are properly triaged and recorded in our ITSM system, and that problems which cannot be resolved by Level 1 support are then escalated and assigned to Level 2 / Level 3, and that corrective action is taken in a timely manner to resolve the user's needs and prevent similar issues in the future 

• Prioritize, schedule, and assign service requests through our ITSM system, and then actively monitor and manage requests through to closure within SLA's 

• Daily, review the status of all open tickets and ensure they are resolved in a timely manner according to the SLA specifications, including escalation to the Associate Director as required 

• Escalate / assign Level 2 / Level 3 incidents and service requests to divisional staff, and then monitor / manage and own the incident through to successful closure 

• Create and maintain end-user documentation and video walkthroughs for Stevens' ITSM Service Catalog 

• Develop and deliver end-user training sessions and workshops to users for Stevens' systems and applications 

• Continuously evaluate service desk operations with the Associate Director on KPI measurements to improve communications, quality assurance, and service overall 

• Work with our student team to provide guidance and mentorship on best practices and workflow optimizations for our service desk 

• Document and maintain the Level 1 team's standard operating procedures to ensure consistent, efficient, and accurate closing of common incidents and service requests 

• Provide accurate and timely information regarding client support services for end-users, IT collaborative partners, and other IT Staff 

• Designing and developing print and web-based user documentation and materials 

• Being an active representative of Stevens at conferences and external communities and engaging in professional development opportunities in coordination with the supervisor 

• Perform other duties for our division as assigned and assure cross functional collaboration with in the division 

Required Qualifications: 

• Previous professional experience in a customer support role and within a service / help desk unit 

• Bachelor's degree in a field related to the responsibilities of the position (e.g., computer science, information systems, technology) or equivalent combination of education and experience. 

• Excellent troubleshooting skills and overall strong general knowledge of information technology, networking, and systems 

• Intermediate to advanced skills in the use of Windows-based and Mac-based hardware and software  

• Ability to work effectively as a positive and engaged member of a high performing / collaborative team of professionals 

• Excellent oral, written, and presentation skills 

• Excellent listening skills 

• Demonstration of empathy  

• Willingness to work positively in a fluid, active, and team-based organization 

• Ability to lift up to 25 pounds frequently and up to 50 pounds occasionally; ability to twist, bend and work in awkward positions. 

Preferred Qualifications: 

• Proficiency in Windows, iOS, and Linux/Unix environments 

• Previous higher education experience in a support environment 

• Previous experience with instructional technology and audio visual support 

• Familiarity with ITSM and ITIL practices 

• Familiarity with chat support  

• Familiarity with Customer Relationship Management systems, software, and practices 

• Familiarity with incident and problem management 

• Familiarity with virtual desktops, thin clients, and hardware / software deployments 

• Training experience, both live and asynchronous video development 

• Knowledge management and knowledge base authoring  

• A working understanding of asset management, key performance indicators, service level agreements, and communication standards.