Client Support Specialist

Posted 09/09/21

Position summary

Responsible for direct support within the ITS (Information Technology Services) Help Desk, including answering phone calls and emails, troubleshooting diverse technology issues, managing permissions, assigning work orders, implementing user support procedures, overseeing Help Desk services, and supervising student employees.

Role Qualifications 

  • Strong ability to create good will with faculty, staff, students and guests; servant attitude.
  • Ability to work without close supervision.
  • Strong ability to work effectively with a variety of people and personalities, which may involve working under stress or against impending deadlines.
  • Flexibility and effectiveness as a team member; professional in work and conduct
  • Commitment to the Articles of Faith, Mission, and Objectives of the University; desire to be a role model for the students by demonstrating an active Christian faith in personal example and work-related responsibilities.

Position Responsibilities 

  • Operates ITS Help Desk, responding to user calls, assisting with technology-related requests, maintaining work order system, assigning work orders appropriately, and assessing needs to make decisions about next steps.
  • Works to ensure client satisfaction by tracking status of work orders, communicating carefully with users, and following up on service calls.
  • Complies with and effectively maintains security procedures with user accounts and user permissions.
  • Supervises, hires, trains, and evaluates student workers.
  • Other duties as assigned.

Essential Skills and Experience 

  • Two or more years in a technology support role or equivalent experience
  • In-depth understanding of personal productivity software (word processor, spreadsheet, e-mail), Internet software and networks
  • Strong organizational and troubleshooting skills
  • Willingness to learn new skills frequently; able to assimilate information quickly and explain concepts to others.
  • Excellent communication skills (written and verbal)

 

Education

Bachelor's Degree preferred.

Reporting to this Position

Help Desk student employees (work-study and non-work-study)

Physical Demands and Work Environment

  • Physical demands:  While performing the duties of this job, the employee is occasionally required to walk; stand; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; balance; stoop; talk and hear.  The employee must occasionally lift and/or move up to 15 pounds.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  • Work environment:  The noise level in the work environment can vary.

 

The employee is expected to adhere to all University policies.

 

Diversity

JBU desires to increase the diversity of its faculty, staff, and students to honor how all humans are created in the image of God, to reflect better the diversity of the Kingdom of God, to further our Christian commitment to justice, and to increase the quality of our educational experience. JBU is pursuing the goal of teaching and working in a multicultural environment and strongly encourages applications from ethnic minorities and women. For more information, visit our diversity webpage.

About JBU

Information describing the university is available on-line.

Apply

Please complete the application and then upload it along with your resume and cover letter to the "Upload Your Documents" page. Only complete materials will be reviewed. Applicants selected for an interview will be contacted by the university.‚Äč 

Contact Information:
Office of Human Resources
John Brown University
2000 West University Street
Siloam Springs, AR 72761
Phone: 479.524.7197
e-mail: jobs@jbu.edu

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