Client & Endpoint Support Specialist

University of Colorado Boulder; Boulder (CO); Vor Ort; USD 46.000 - 55.000; Vollzeit

Zusammenfassung

The University of Colorado Boulder Libraries invites applications for a Client and Endpoint Support Specialist. This role provides front-line technology support for Libraries employees and public-service environments, triaging ServiceNow incidents and resolving routine to moderately complex endpoint issues.

Under supervision, you’ll document resolutions, maintain hardware/software inventories, and collaborate with campus IT partners to deliver timely, customer-centered service.

Qualifikationen

• Bachelor’s degree or equivalent experience required.
• Experience providing technical, customer service, helpdesk, endpoint, or equipment support.
• Familiarity with IT service management (ITSM) workflows and ServiceNow preferred.

Aufgaben

• Diagnose and resolve routine to moderately complex endpoint, software, and hardware issues.
• Triage and manage ServiceNow incidents and service requests; communicate with customers clearly.
• Maintain hardware/software inventory records and provide administrative support for the department.

Kenntnisse

Helpdesk support

Endpoint support

Customer service

ITSM familiarity

Ausbildung

Bachelor’s degree or equivalent

Tools

ServiceNow

Jobbeschreibung

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.

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

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 that require 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 a primary intake point for incidents and service requests. Reviewssubmissions 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. 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 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 BestLarge 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 yearfor 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 technicalissues 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.