Client & Endpoint Support Specialist

University of Colorado System; Allenspark (CO); On-site; USD 46,000 - 55,000; Full time

Benefits offered by this job

Medical insurance

Tuition assistance

ECO Pass

Job summary

The University of Colorado Boulder is seeking a Client & Endpoint Support Specialist to provide front-line technology support for Libraries employees and public-service environments. You will triage ServiceNow incidents, resolve routine to moderately complex endpoint, software, and hardware issues, document resolutions, and assist with inventory and administrative tasks.

As part of CU Boulder, you will work on-site with a focus on customer-centered service.

Qualifications

• Experience providing technical, customer service, helpdesk, endpoint, or equipment support.
• Bachelor's degree or equivalent or year-for-year experience in lieu of education.

Responsibilities

• Endpoint, Software, and Library Hardware support including triage and resolution of routine to moderately complex issues.
• ServiceNow ticket triage and customer support with clear communication and timely updates.
• Inventory and administrative support including hardware/software records and lifecycle management.

Skills

Technical support

Customer service

Communication

Problem solving

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Inventory management

Job description

Job Summary

The University Libraries encourages applications for a Client& Endpoint Support Specialist position! This role providesfront-line technology support for University Libraries employeesand public-service environments. Working under general or routinesupervision, this position serves as a primary point of contact forthe Libraries’ ServiceNow support queue; triages incidents andrequests; resolves routine to moderately complex endpoint,software, and library hardware issues using establisheddepartmental procedures and campus knowledgebase resources; andadvances issues when appropriate. The position communicates clearlywith customers, documents work accurately, supports hardware andsoftware inventory and lifecycle management, and performsadministrative office tasks. This role collaborates with technicalpersonnel and campus partners to deliver reliable, timely, andcustomer-centered service.

CU is an Equal Opportunity Employer and complies with allapplicable federal, state, and local laws governingnondiscrimination in employment. We are committed to creating aworkplace where all individuals are treated with respect anddignity, and we encourage individuals from all backgrounds toapply, including protected veterans and individuals withdisabilities.

Who We Are

Mission

We are a knowledge catalyst. We spark inquiry, discovery,collaboration, creation and the dissemination of knowledge. Wewelcome everyone, wherever they are on their educationaljourney.

Vision

An information-empowered world.

Values

Include Empower Connect Learn Inspire

Our values define our interactions within the Libraries and radiate outwardly.

This means that we foster a culture that compassionately and authentically embodies our values in all aspects of our work.

What Your Key Responsibilities Will Be

Endpoint, Software, and Library Hardware Support:

• Diagnoses and resolves routine to moderately complex technicalissues involving Libraries-managed computers, peripherals, standardapplications, printing, scanning, audiovisual equipment,self-service technologies, and other supported endpoint or libraryhardware. Applies established departmental manuals, standardoperating procedures, and campus knowledgebase articles; performsapproved installations, configurations, testing, and basicmaintenance; documents resolutions; and advances issues thatrequire advanced access, specialized expertise, or broader systemchanges. Provides in-person and remote assistance while protectingdata, privacy, and system security.

ServiceNow Ticket Triage and Customer Support:

• Monitors the Libraries’ ServiceNow queue and serves as aprimary intake point for incidents and service requests. Reviewssubmissions for completeness and prioritizes tickets according toestablished service standards, resolves requests within theposition’s scope, routes or escalates work to the appropriate team,and maintains timely customer communication through closure. Tracksrecurring issues and service gaps, maintains accurate ticketrecords, and escalates urgent, unresolved, or unusual matters asappropriate. Provides courteous, inclusive service to customerswith differing levels of technical experience.

Inventory and Administrative Support:

• Maintains accurate records for Libraries-managed hardware,software, assignments, locations, warranties, and lifecycle statususing approved inventory systems and procedures. Assists withreceiving, tagging, deployment, reassignment, audits, surplus, andsecure disposition activities. Identifies discrepancies, updatesdocumentation, and refers licensing, purchasing, security, orlifecycle exceptions to the appropriate personnel. Provides routineadministrative and operational support for the department,including maintaining records and documentation, preparing basicreports, supply and equipment coordination, scheduling, and otherrelated tasks as assigned.

What You Should Know

• The work schedule for this position is Monday - Friday,standard business hours. Rare evening or weekend shift may berequired with adequate notice for shift adjustment.
• Work modality is on-site.

What We Can Offer

The annual salary for this full-time position is $45,700 -$55,000.

Benefits

At the University of Colorado Boulder , we arecommitted to supporting the holistic health and well-being of ouremployees. Our comprehensive benefits package includes medical,dental, and retirement plans; generous paid time off; tuitionassistance for you and your dependents; and an ECO Pass for localtransit. As one of Boulder County’s largest employers, CU Boulderoffers an inspiring academic community and access to world-classoutdoor recreation. In fact, CU Boulder has been named one of Forbes' America's BestLarge Employers , ranking #4 among large employers in Coloradoand #28 among universities nationwide. Explore additional perks andprograms through the CU Advantage program.

Be Statements

Be creative. Be impactful. Be Boulder.

What We Require

• Bachelor’s degree or equivalent experience from an accreditedinstitution. Experience can substitute for the education on a yearfor year basis.
• Experience providing technical, customer service, helpdesk,endpoint, or equipment support.

What You Will Need

• Commitment to responsive, respectful, and inclusive customerservice.
• Ability to troubleshoot routine to moderately complex technicalissues by following documented procedures and using availableknowledge resources.
• Strong critical thinking and reasoning skills.
• Ability to learn and consistently apply service management,endpoint support, inventory, data privacy, accessibility, andinformation security practices.
• Clear oral, written, and interpersonal communication skills,including the ability to explain technical information to customerswith differing levels of technical experience.
• Ability to document work accurately, organize contendingrequests, meet service expectations, and adapt to changingpriorities.
• Sound judgment in recognizing when to advance an issue, requestguidance, or communicate an operational risk.
• Ability to work in partnership with Libraries employees, campusIT partners, vendors, and other collaborators.

What We Would Like You to Have

• Experience providing helpdesk, desktop, endpoint, audiovisual,or technology customer support.
• Experience with ITIL workflows using an IT service managementor ticketing platform such as ServiceNow.
• Experience maintaining hardware or software inventoryrecords.
• Expertise with Windows and macOS computers, Microsoft 365applications, printers, scanners, audiovisual equipment, or othershared-use technologies.
• Familiarity with general library operations.
• Experience supporting technology in a higher education,library, research, or public-service environment.

Posting Contact Information

Posting Contact Name: Boulder Campus Human Resources

Posting Contact Email: [e-mail]