Client Services Associate

Clark Atlanta University; Atlanta (GA); On-site; USD 42,000 - 56,000; Full time

Job summary

Clark Atlanta University seeks a capable IT Help Desk professional to install, operate, and maintain desktops, laptops, printers, and peripherals. You will troubleshoot hardware, software, and network issues for students, faculty, and staff, ensuring timely resolutions and minimal service disruption.

The role emphasizes strong communication, teamwork, and the ability to manage multiple tasks under pressure while adhering to university IT policies and SLAs.

Qualifications

• Excellent oral and written communication skills required.
• Ability to work well with others in a team environment.
• Ability to handle multiple problems with deadlines and provide quality results.
• Proactive problem-solving and self-starting attitude with minimal supervision.

Responsibilities

• Install, operate, and maintain computing systems and peripherals.
• Troubleshoot and provide support to students, faculty, and staff.
• Schedule installations to minimize disruption and migrate data as needed.
• Research, install, test software updates and patches for various OS.

Skills

Communication skills

Teamwork

Problem-solving

Proactive

Technical troubleshooting

PC & Networking

Education

Associate’s or Bachelor’s Degree in CS/IT

Tools

ServiceNow

Remote support tools

Job description

Candidates should have excellent oral and written communication skills with the ability to work well with others in a teamwork environment, as well as the ability to effectively handle multiple problems simultaneously. Tasks must be completed with critical deadlines and produce quality results. Candidate must be proactive in problem-solving, a self-starter, take initiative within boundaries of the position while keeping supervisor informed and must be tireless in his/her efforts to improve the quality of customer service with minimal instruction and supervision. Solid problem-solving work experience with a variety of brand name laptop/desktop pc’s is required. Must be able to determine technology needs and recommend solutions to meet the needs of students, faculty, and staff. Upgrades operating systems and application software. Maintains a high level of technical skills in computer problem-solving and networking services. Identify and implement process improvements. Must possess the ability to prioritize tasks to meet managerial, department, and institutional needs.

• Technical work in the installation, operation, and maintenance of computing systems and associated peripheral devices
• Perform troubleshooting and provide technical support to students, faculty, and staff
• Assures that products for installation are available and operative
• Schedules installation in a timely manner
• Completes installations with minimum disruption to the customer
• Migrate old data from existing system to new systems as required
• Test and install new products
• Research, install and test software updates and patches to support applications and various operating systems
• Install and recover desktops in a timely manner and with minimal disruption through
• Strong PC & Network troubleshooting skills and ability to resolve basic to advanced hardware, software, and connectivity problems in a timely manner
• Ability to deal effectively with all levels of staff on issues of varying complexity; exercises good judgment and flexibility in responses
• Follow all policies, processes, and procedures
• Ability to apply new technical information (including processes/procedures)
• Assists in documenting processes and procedures
• Works with IT staff to advance strategic technology initiatives and the goals of the University
• Communicates status, timelines, and resolution of problems in a timely fashion using the IT ticketing system
• Serve as the first point of contact for IT support via phone, email, chat, or ticketing system
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues
• Install, configure, and maintain desktops, laptops, printers, mobile devices, and peripherals
• Support operating systems, productivity software, and enterprise applications
• Escalate unresolved issues to higher-level support teams as needed
• Document incidents, resolutions, and procedures in the ticketing system
• Perform routine system checks, updates, and basic maintenance
• Educate users on best practices, security awareness, and proper technology usage
• Adhere to IT policies, security standards, and service-level agreements (SLAs)

Docusign Envelope ID: 53BF8688-C463-8E91-81FE-0CF5922EE624

• Ability to deal effectively with all levels of staff on issues of varying complexity; exercises good judgment and flexibility in responses
• Follow all policies, processes, and procedures
• Ability to apply new technical information (including processes/procedures)
• Assists in documenting processes and procedures
• Works with IT staff to advance strategic technology initiatives and the goals of the University
• Communicates status, timelines, and resolution of problems in a timely fashion using the IT ticketing system

Knowledge, Skills and Abilities

• Knowledge of computer system hardware and software
• Skilled in hardware maintenance and operations
• Ability to interpret and carry out oral and written instructions
• Experience with supporting Mac OS, Windows, iOS, Microsoft Office products, and a variety of software applications
• Knowledge of Ethernet, TCP/IP, and other common networking technologies
• Familiarity with Microsoft 365, email systems, and common business applications
• Basic understanding of networking concepts (TCP/IP, DNS, VPN, Wi‑Fi)
• Experience with ticketing systems and remote support tools (ServiceNow is a plus)
• Excellent communication and customer service skills

Education

Associate’s or Bachelor’s Degree in Computer Science, Information Technology or equivalent knowledge via job experience.

Years of Experience Required 2-4 years of experience in a help desk or technical