Client Services Clerk

3 weeks ago

North Bay, Canada Nipissing University Full time

**Nipissing University**
**JOB DESCRIPTION**

**JOB TITLE**:Client Services Clerk

**DEPARTMENT**:University Technology Services

**CLASSIFICATION**:Clerk B

**WAGE GRADE**:30

**EMPLOYMENT DEFINITION**:Full-time Support

**SUPERVISOR**:Manager, Client Services

**SUMMARY OF FUNCTIONS**:
**DUTIES & RESPONSIBILITIES**:
**Customer Service Support (70%)**
- Acts as the primary UTS contact for staff, students, faculty, and external clients requesting IT support
- Ensure all requests are tracked in the ticket tracking system for efficient communications, escalations, record keeping, and reporting metrics
- Work with clients to ensure UTS has the necessary information in the ticket to troubleshoot the issue (e.g., details of the problem, computer specifications, printer specifications, asset ID, course #, student #, etc.)
- Prioritize incoming requests to determine urgency, taking immediate action when the situation warrants it
- Route and escalate tickets through the ticket tracking system to the appropriate UTS groups
- Work closely with the UTS team to ensure consistent responses to common issues, maintaining an awareness of ongoing problems and helping to facilitate the deployment of standard solutions
- Monitor tickets daily and notify the supervisor of tickets that require attention (i.e., extended period without resolution, high priority, similar issues, etc.)
- Follow up with clients as deemed appropriate to ensure customer satisfaction
- Direct clients to self-services and learning resources available (e.g., Ticket Portal knowledge base, website resources, forms, etc.) as well as other university departmental resources
- Train and monitor student employees who perform after-hours classroom AV support

**Technical Support (30%)**
- Provide basic end-user technical support to staff, faculty, and students on an ongoing basis
- Resolve requests for common issues such as password resets, AV booking, and ID card printing, among others
- Image Windows computers (assign user profile, name computer, run updates, install requested software, assign the user to a computer, wipe and reset computers as necessary)
- Image Mac computers (add Admin account, update to current OS, name computer, install requested software, create a user account)
- Install and configure standard client software for both Windows and Mac OS
- Check and delete client MFA enrollment to allow clients to gain access back into their accounts
- Use multiple software tools to validate the identity of requestors before taking any action
- Use multiple software tools to identify the status of user accounts to respond to requests appropriately
- Generate official university student, staff, faculty, and alumni ID cards as well as general use badges and special event cards, verifying client information to ensure proper card is issued
- Provide general classroom audio-visual support
- **Any other duties as assigned. **_

**QUALIFICATIONS**:
**Education**: A two-year community college diploma, preferably in office administration, combined with basic information technology knowledge.
- Training and/or experience may be substituted for formal academic training at the discretion of the university._

**Training, Experience, Knowledge & Skills Required**:

- One year of relevant work experience in client service support, preferably in an academic environment
- Strong commitment to providing excellent customer service, including strong communication skills
- Ability to set priorities, work independently, and make decisions in a changing technical environment
- Ability to work under pressure and maintain deadlines

**RELATIONSHIPS/CONTACTS**:
**Supervised by**:Manager, Client Services

**Internal**: Students, faculty, and staff

**External**:

- Vendors
- External clients

**MATERIALS UTILIZED**:

- Telephone, multi-function devices (printers, fax, photocopiers, scanners)
- Technical manuals, online resources, Internet
- Audio visual and video conferencing equipment
- ID card printing system

**PHYSICAL /MENTAL DEMANDS & WORKING CONDITIONS**:

- Visual and mental concentration
- Frequent Interruptions

**Job Types**: Full-time, Permanent, Fixed term contract
Contract length: 12 months

**Salary**: From $22.43 per hour

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Work Location: In person

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