ITS CLIENT SERVICES - Contact Center Specialist

Job Classification

  Salaried Full-time (75-100%)

Position summary

Primary responsibilities include providing virtual support (telephone, chat, and other computer based methods) for Andrews University (distance education students, on-campus students and staff) and providing physical support (service desk, on-campus residence on-site visits) for Andrews University (on-campus students and staff only).

 

Qualifications summary

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed in the full position description are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 


Must be a Seventh-day Adventist in good and regular standing.

Duties and responsibilities

• Provide technical consultation for Andrews University staff and students (distance education and on-campus), through a variety of communication methods, including voice and computer based methods.      


• Responding to requests for the troubleshooting and resolving of technical computer problems including both hardware and software applications.


• Develop and administer technical contact center (virtual and physical support centers).  Includes researching and developing tools, processes and procedures necessary for distance education students, and associated campus staff.    


• Develop and implement new system or application implementation plans, create custom scripts, and develop testing procedures to ensure proper integration with existing campus software.


• Responsible for supervision and guidance of student technical employees by overseeing job performance, customer relations, and technical proficiency.


• Manage desktop security environment including network authentication, antivirus, security updates, patches and version upgrades for both the operating system and system applications.


• Manage digital signage content manager and server enterprise software for campus.


• Perform other duties as assigned.

 

Supervisory responsibilities

N/A

Qualifications

• Thorough knowledge of supporting and implementing personal computer hardware, peripheral devices and software applications is required.


• Ability to troubleshoot and resolve complex hardware or software problems on desktop computer systems.


• Ability to work independently with minimal supervision.


• Ability to research, learn quickly, and adapt to constant change.


• Ability to supervise and provide guidance to student technical employees.


• Excellent written and oral communications skills are required to perform troubleshooting and communicate technical concepts with faculty, staff, and students.


• Ability to work in team oriented environment.

Must be a Seventh-day Adventist in good and regular standing.

Technical competencies

N/A

Interpersonal interactions

N/A

Physical demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Job performance may require extended periods of standing; walking and lifting of heavy objects.


• Job may require physical agility to perform work in confined spaces and/or ability to work from heights.

Work environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work environment includes frequent disruptions and frequent changes in work priorities.


• Work is performed in an office environment containing electronic equipment which must be handled with reasonable care.


• Working conditions may require work to be performed in a cramped or awkward position.