Client and Help Desk Specialist

Position Summary
Client Specialist Help Desk Technician is a member of the Computer Services professional staff that plays an essential role in providing excellent customer experience, coordinating the activities of the ITS student workers, creating training and operational documents for ITS student workers, facilitate escalations and quality assurance. The successful candidate will monitor help desk tickets for adequate progress, timely resolution and for accurate documentation of issues prior to escalation to other parts of ITS. The candidate will also be responsible for facilitating day-to-day university technology purchases. 

Duties and Responsibilities:

• Provide technical customer service to clients
• Manage help desk software 
• Escalate work tickets as needed
• Hire, train, and monitor the performance of ITS student workers
• Coordinate activities of ITS student workers 
• Monitor helpdesk phone calls and provide coaching on customer service and troubleshooting techniques
• Ensure new employees are on boarded and departing employees are off boarded successfully 
• Follow up with customers to ensure satisfactory resolution of their problems
• Monitor customer service trends and suggest improvements as necessary
• Facilitate day-to-day university technology purchases
• Work closely with staff and a variety of end users to ensure technical compatibility
• Follow office standards and methodologies
• Keep abreast of technical and industry developments 
• Perform other related duties as assigned

• Bachelor’s degree and 2 years of related experience or an equivalent amount of education and/or experience
• A valid driver’s license

• Must be knowledgeable with the basic theory, operation, and troubleshooting of computers, operating systems, peripherals, and web-based applications
• Strong written and verbal communication skills
• Ability to deescalate upset clients
• Ability to explain complex procedures in simple and easy to follow steps
• Must be able to learn new software applications quickly
• Must be able to interface between end-users and vendors to quickly resolve issues
• Must be willing to work off hours to accomplish tasks and to respond to major outages
• Must have the skills to make sound decisions in a manner consistent with the essential job functions

Physical Demand and Working Conditions:

• Work is sedentary in nature and at times requires exerting 10-25 pounds of force regularly and up to 50 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.

Application Review Date: Open Until Filled 
Condition of Employment: Must pass a pre-employment background check. 
Electronic Application Instructions: Electronic applications should be submitted through the "Apply" link on the top of this page. Please attach the following required documents to your electronic application:   
Required Documents:
Please ensure that you attach all required documents even if you have applied for other positions at ENMU as the committee does not have access to those records.       
 
 Letter of interest      
 Resume      
 Contact information for three references (Blind reference calls may be made on applicants who become a finalist for the position)       
 Transcripts (unofficial for application purposes)
ENMU is an Equal Opportunity/Affirmative Action/Title IX Employer. Eastern New Mexico University is committed to creating a diverse environment and is proud to be an equal opportunity employer. The University does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy, gender identity, and sexual orientation), age, disability, genetic information, veteran status, or any other protected status in its programs, activities, or employment. People seeking additional information about the University’s non-discrimination policy should contact the Affirmative Action Officer at (575) 562-2218.  If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the office of human resources at (575) 562-2115. The University does not discriminate on the basis of sex in its educational programs, activities, employment and admission, and the University is required by Title IX and 34 C.F.R. Part 106 not to discriminate in such a manner. For more information regarding Title IX please click https://www.enmu.edu/about/public-documents/title-ix/coordinator . New Mexico is an open records state, therefore ENMU complies with the Inspection of Public Records Act, NMSA 1978, Chapter 14, Article 2, from the Office of the New Mexico Attorney General. Requests for records should be sent to [email protected] . For any other inquires please contact Human Resources at (575) 562-2115 or e-mail [email protected]