Client Services Consultant, Macalester College

POSITION: Client Services Consultant

DEPARTMENT: Information Technology Services

PAY GRADE: Pay Grade 7

APPOINTMENT: Full-time, 12 months

PURPOSE OF POSITION:

The Client Services Consultant works directly with customers over the phone, via e-mail and in person to record and track problem reports coming into the ITS Help Desk. The CSC’s overall focus is delivering Help Desk client service as positively, effectively and promptly as possible.

QUALIFICATIONS:

1. Proven excellence in customer service, communication and interpersonal skills are paramount. Must be able to communicate effectively, orally and in writing, with a diverse and independent group of clients, including students, faculty and staff in resolving IT problems.

2. B.A. or B.S. strongly preferred; additional training in supporting and troubleshooting desktop computer systems is preferred.

3. At least two (2) years’ experience in computing user support is required. Previous Help Desk and supervisory experience is strongly preferred. Experience in an academic environment is preferred.

4. Broad range of experience with multiple operating systems (including Microsoft Windows and the Macintosh OS), networking protocols (especially Novell Netware) and personal productivity applications are required.

5. Extensive expertise and experience in supporting Internet client applications, multimedia equipment and software, and networked systems is required.

6. Demonstrated ability to work cooperatively in a team environment.

7. Intellectual flexibility, technical curiosity and a sense of humor are required.

DUTIES:

1. Take primary responsibility for second-tier computing support to College clients by resolving problems reported to the Help Desk via telephone calls, electronic mail and walk-in queries. Record problem information into Help Desk database.

2. Collaborate with the Macintosh and PC Consultants to schedule and assist with computing equipment deliveries and collections, including supervising student workers. Take primary responsibility for maintaining and updating equipment inventory database.

3. Manage the ResNet residential computing program.

4. Build, test, deploy and update software images for public computing labs. Serve as central liaison between ITS and campus public computer lab managers.

5. Contribute to planning desktop computing development at the College, including evaluating new applications, testing configurations and participating in information technology policy development.

6. Maintain a strong service orientation, primarily by collaborating with other ITS staff members to maximize effective service to clients.

7. Promote the use of information technology in support of the teaching and research mission of the College.

8. Other duties as assigned. (Macalester College reserves the right to change job responsibilities or duties based on the needs of the College.)

Position reports to the Help Desk Manager.