Client Services Assistant

Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening.

Inquiries Regarding Application Status
Due to the high volume of applications we receive, we cannot respond to inquiries regarding the status of submitted applications. Applicants selected for interviews will be contacted using the email and/or phone information provided in the online application. For information regarding our general staff recruitment process, please  to visit our FAQs web page to see answers for frequently asked questions, including what to expect, timelines, requests for special accommodation, and interviews.

Location:

Claremont, CA

Job Posting

Title:


Client Services Assistant

Job Details and Requirement:

Department: IT

Supervisor
:
Assistant Director of Client Services

GENERAL DESCRIPTION

Assist Client Services by providing level 1 technology support for the Client Services group and the Office of Information Technology as a whole. Duties include, but are not limited to troubleshooting, diagnosing and resolving basic software and hardware problems, answering the IT support phone lines, entering tickets into the Help Desk system, preparing documents and reports, maintaining department cloud storage, and assisting with system upgrades.

Assist with maintaining service desk requests and projects. Prepare and maintain documentation on software usage, policies, and procedures. Provide backup support for other team members in the Office of Information Technology.

ESSENTIAL FUNCTIONS

• Provide level 1, first point-of-contact support to users for all requests for using campus technology. This includes troubleshooting, prioritizing and fixing reported problems, managing help desk requests via the College's IT Service Management system, and tracking and reporting the tickets requests to ensure completion.
• Assist in maintaining and tracking IT office equipment, technology, and software inventory.
• Maintain printed, digital materials, and other documentation for the department cloud storage and other online resources.
• Create a wide variety of business documents and non-routine reports with correct spelling, punctuation and grammar using information from a variety of sources. Material may be technical and/or confidential. Create complex statistical tables and charts.
• Assist in the writing and updating documentation for policies, procedures, and supported software applications.
• Provide basic, routine maintenance for college-owned desktop computers, laptops, tablets, printers, and devices.
• Assist with implementing the regular computer upgrade (hardware or software) cycles and coordinate the upgrade schedules with each staff office and with the faculty individually.
• Maintain inventory of department loaner laptops, tablets, and other devices.
• Provide backup and supplemental support for other members of the department as needed.
• Assist with the ergonomics care program.
• Perform other related duties as assigned.

REQUIRED KNOWLEDGE,

SKILLS AND ABILITIES



The individual must possess knowledge, skills and ability to be able to successfully perform the essential functions of the position, or be able to explain or demonstrate how the essential functions will be performed, with or without reasonable accommodation, using some other combination of skills and abilities.

• Proficiency with a variety of internet applications and software including but not limited to:
  Windows
  10/11, macOS, Microsoft 365 apps, Adobe Creative Cloud Suite, and more (a comprehensive list of software applications are specified in the Information Technology documentation).
• Ability to learn new things quickly through personal initiative.
• Ability to work under pressure and meet deadlines. Self-starter who can prioritize and organize complex and highly detailed work. Ability to maintain focus and work successfully with multiple interruptions.
• Ability to research and troubleshoot technology problems and implement solutions learned.
• Strong oral and written communication skills in English.
• Professional demeanor and superior customer service to effectively communicate with individuals and groups from a wide range of technical experience and knowledge.
• Ability to provide instructions/training on technical topics to non-technical individuals, both individually and in a group setting.
• Ability to interact productively and cordially with a diverse campus population in a fast pace, multi-tasking team environment.
• Understanding use of computers and other technology in a networked multi-platform environment is a plus.

Education/

Experience:

Any combination of education, training or experience that provides the required knowledge, skills and ability. Minimum of two years of experience required in a related position. Related work experience during college is acceptable.

Supervisory Responsibility:
No.

Licenses/Certifications:

None required. IT and other related professional/industry certifications are a plus.

Time Type:
Full-time

Work Schedule:

This is a…