Client & Endpoint Support Specialist

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

Benefits offered by this job

Tuition assistance

Transit ECO Pass

Paid time off

Job summary

University of Colorado Boulder is hiring a Client & Endpoint Support Specialist to provide front-line technology support for Libraries employees and public-service environments. The role triages ServiceNow tickets, resolves routine to moderately complex issues, and supports inventory and administrative tasks, ensuring data privacy and security.

Work is on-site, Monday–Friday with potential occasional after-hours shift.

Qualifications

• Bachelor's degree or equivalent experience required.
• Experience providing technical, customer service, helpdesk, endpoint, or equipment support preferred.
• Ability to troubleshoot routine to moderately complex technical issues following documented procedures.

Responsibilities

• Diagnoses and resolves routine to moderately complex technical issues with libraries-managed computers and hardware.
• Triages incidents in ServiceNow, prioritizes tickets, and communicates with customers.
• Maintains inventory records and provides administrative support for the department.

Skills

Customer service

Troubleshooting

Documentation

Communication

Collaboration

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Windows/macOS

Microsoft 365

Job description

Requisition Number: 75179

Location: Boulder, Colorado

City: Boulder

State: Colorado

Employment Type: University Staff

Schedule: Full-Time

Posting Close Date: 11-Oct-2026

Date Posted: 06-Oct-2026

Job Summary

The University Libraries encourages applications for a Client & Endpoint Support Specialist position! This role provides front-line technology support for University Libraries employees and public-service environments. Working under general or routine supervision, this position serves as a primary point of contact for the Libraries' ServiceNow support queue; triages incidents and requests; resolves routine to moderately complex endpoint, software, and library hardware issues using established departmental procedures and campus knowledgebase resources; and advances issues when appropriate. The position communicates clearly with customers, documents work accurately, supports hardware and software inventory and lifecycle management, and performs administrative office tasks. This role collaborates with technical personnel and campus partners to deliver reliable, timely, and customer-centered service.

CU is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws governing nondiscrimination in employment. We are committed to creating a workplace where all individuals are treated with respect and dignity, and we encourage individuals from all backgrounds to apply, including protected veterans and individuals with disabilities.

Mission

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

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 technical issues involving Libraries-managed computers, peripherals, standard applications, printing, scanning, audiovisual equipment, self-service technologies, and other supported endpoint or library hardware. Applies established departmental manuals, standard operating procedures, and campus knowledgebase articles; performs approved installations, configurations, testing, and basic maintenance; documents resolutions; and advances issues that require advanced access, specialized expertise, or broader system changes. Provides in-person and remote assistance while protecting data, privacy, and system security.

ServiceNow Ticket Triage and Customer Support

• Monitors the Libraries' ServiceNow queue and serves as a primary intake point for incidents and service requests. Reviews submissions for completeness and prioritizes tickets according to established service standards, resolves requests within the position's scope, routes or escalates work to the appropriate team, and maintains timely customer communication through closure. Tracks recurring issues and service gaps, maintains accurate ticket records, and escalates urgent, unresolved, or unusual matters as appropriate. Provides courteous, inclusive service to customers with differing levels of technical experience.

Inventory and Administrative Support

• Maintains accurate records for Libraries-managed hardware, software, assignments, locations, warranties, and lifecycle status using approved inventory systems and procedures. Assists with receiving, tagging, deployment, reassignment, audits, surplus, and secure disposition activities. Identifies discrepancies, updates documentation, and refers licensing, purchasing, security, or lifecycle exceptions to the appropriate personnel. Provides routine administrative and operational support for the department, including maintaining records and documentation, preparing basic reports, supply and equipment coordination, scheduling, and other related 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 be required 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 are committed to supporting the holistic health and well-being of our employees. Our comprehensive benefits package includes medical, dental, and retirement plans; generous paid time off; tuition assistance for you and your dependents; and an ECO Pass for local transit. As one of Boulder County's largest employers, CU Boulder offers an inspiring academic community and access to world-class outdoor recreation. In fact, CU Boulder has been named one of Forbes' America's Best Large Employers, ranking #4 among large employers in Colorado and #28 among universities nationwide. Explore additional perks and programs through the CU Advantage program.

Be Statements

Be creative. Be impactful. Be Boulder.

What We Require

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

What You Will Need

• Commitment to responsive, respectful, and inclusive customer service.
• Ability to troubleshoot routine to moderately complex technical issues by following documented procedures and using available knowledge resources.
• Strong critical thinking and reasoning skills.
• Ability to learn and consistently apply service management, endpoint support, inventory, data privacy, accessibility, and information security practices.
• Clear oral, written, and interpersonal communication skills, including the ability to explain technical information to customers with differing levels of technical experience.
• Ability to document work accurately, organize contending requests, meet service expectations, and adapt to changing priorities.
• Sound judgment in recognizing when to advance an issue, request guidance, or communicate an operational risk.
• Ability to work in partnership with Libraries employees, campus IT 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 management or ticketing platform such as ServiceNow.
• Experience maintaining hardware or software inventory records.
• Expertise with Windows and macOS computers, Microsoft 365 applications, printers, scanners, audiovisual equipment, or other shared-use technologies.
• Familiarity with general library operations.
• Experience supporting technology in a higher education, library, research, or public-service environment.