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Client Support Specialist

Department: School of Architecture Effective Date: June, 2013
Grade:

USG 7

35 hr/wk

Reports to: Manager, Architecture Computing & Media

General Accountability

As a member of the ACM team reporting to the Manager, Architecture Computing & Media, the Client Support Specialist provides a wide range of direct services and support to faculty, staff and students in their use of the electronic workspace at the School of Architecture. The Client Support Specialist is responsible for providing services, support, consulting, training and communication services to clients (students, staff, and faculty) at the School of Architecture. Services include troubleshooting client computer issues, providing instruction and training for school services (printing, wireless access, shared resources, and information systems) and maintaining school computing equipment (three computer labs, multifunction printer/copier/scanners, large format plotters). The Client Support Specialist is responsible for supporting the computing services for the entire School clientele (12 full-time staff, 19 regular and approximately 30 adjunct faculty, and 400 students). The Client Support Specialist also supports 3 computing labs consisting 40 computers, the Musagetes Library (17 Computers), Administrative staff (15 computers), and a wired/wireless network infrastructure supporting 200+ computers.

Nature and Scope

              Interpersonal Skills

This role demands empathy, understanding and sensitivity towards clients who are frequently stressed.

 

              Level of Responsibility

The client support specialist is responsibility for delivering front line support and service to School of Architecture clients (students, faculty, and staff).

 

 

             

              Decision Making Authority

Consult with clients to make the best support/repair decisions for the Individuals needs. Consult and advise Manager, Architecture Computing & Media regarding information systems and overall IT strategy for the School of Architecture.

 

 

             

              Physical and Sensory Demands

Periodic lifting and carrying of heavy, bulky computer equipment: PCs, displays, printers, and supply store inventory. The Support Specialist must be able to deal with the pressure of multiple, concurrent demands for service in a fast-paced, intense environment.

Statistical Data

Specific Accountabilities

Working Conditions

Some ongoing background noise from printers/plotters and other equipment, and multiple, concurrent telephone conversations contribute to an often hectic and distracting environment