Client Support Analyst

📁
Staff
📅
200342 Requisition #

Under moderate supervision, provides technical solutions to faculty, staff and students for all aspects of PC/Mac/LAN support and configuration within a wide variety of end user environments. Works within an ITIL, metrics driven service operation environment. Provides technical support, assistance and creative solutions. Provides technical services as a member of the Service Desk (Help Desk) or field support teams (including classrooms) as workload and volume dictate. Able to work independently on moderately complex Windows and Apple computers. All work and results are documented with the Easy Vista ticketing application. Will provide technical services as a member of the Service Desk (Help Desk) or field support teams (including classrooms) as workload and volume dictate. All work is guided by the ITIL Service Operations Framework. Employee is a member of a pool of equally qualified technicians who rotate to satellite office locations within the city periodically for training and coverage purposes. Hours of operation will vary with season and semester schedule.

Qualifications:

Bachelor's degree in related area and/or equivalent technical experience required;

Windows and Apple certifications desired;
Minimum of 2 years combined experience in one or more of the following:
Related technical experience
Working with LanDesk and/or Casper (or equivalent)
Supporting Mobile devices including Macintosh/IOS & Android/Windows
Working with TCP/IP, network topologies and related terminology

Knowledge, Skills, Abilities:

Proficient in Microsoft Office Suite;

Ability to be a self-starter and can multitask and deliver results;

Ability and possesses strong research and follow-through skills;

Strong attention to detail;

Strong written/verbal communication, interpersonal, and organizational skills;

Ability to travel within the state to satellite offices;
Ability to be “on call” for rotational duties as part of after-hours support coverage;
Ability to work some evenings, weekends, and holidays to limit impact to clients;
Strong customer service focus to include working with clients face-to-face, over the phone, email or chat

 

Required Licenses/Certifications:

Must have a current and valid driver's license with a clean driving record for the last 3 years and no major violations within the last 5 years;

ITIL Foundations Certification or pass within first 6 months of employment

 

Physical Requirements:

Seeing: 75 – 100%

Hearing: 75-100%

Standing/Climbing/Mobility: 0-24%

Lifting/Pulling/Pushing: 0-24% (pound: 20 lbs.)

Fingering/Grasping/Feeling: 75 – 100%

Travel: Yes

Exposure to Blood Borne pathogens: No

AAP/EEO Statement:

Creighton University is committed to providing a safe and non-discriminatory educational and employment environment. The University admits qualified students, hires qualified employees and accepts patients for treatment without regard to race, color, religion, sex, marital status, national origin, age, disability, citizenship, sexual orientation, gender identity, gender expression, veteran status, or other status protected by law. Its education and employment policies, scholarship and loan programs, and other programs and activities, are administered without unlawful discrimination.

 

Disclosure Statement: 

This description describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required.  Regular, reliable attendance is an essential function and all employees are required to follow any other job-related instructions and to perform any other job-related duties as requested by their supervisor. Employees may also be required to work in excess of normal working hours as workloads and seasonal activities necessitate. A complete description is available in the Human Resource office located at 3006 Webster Street Omaha, NE.  Creighton University reserves the right to modify duties, responsibilities and activities at any time with or without notice.

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