Client Services Technician

Since 1906, the University of West Georgia (UWG) has been home to those who seek a transformative college experience. UWG is a leading residential, doctoral comprehensive university that offers a broad undergraduate and graduate curriculum based on a liberal arts foundation. Nestled among the pines on a picturesque 645 acres is the University of West Georgia- a hidden gem approximately 40 miles west of Atlanta. Serving approximately 16,000+ students, and offering more than 100 programs, UWG is committed to advancing innovative academic programs and a student-centered business model. Perennially ranked by U.S. News & World Report, the Princeton Review, and Colleges of Distinction as a top national university, West Georgia offers 86 fields of study, including business, computing, nursing, education, STEM, communication and digital media, social sciences, and the fine and performing arts. UWG generates a regional economic impact of more than $650 million annually and provides a safe, quality, and affordable university experience that connects students to post-graduate career and leadership opportunities. UWG has been recognized by the Carnegie Foundation for its institutional commitment to community engagement through teaching, research and creative activities, and public service. West Georgia is one of only 119 U.S. colleges and universities to receive the elective classification in 2020 and is among only 359 institutions nationally. Dedicated to creating a first-choice university for students, alumni, employees, and communities, UWG seeks employees who will advance and support the University's mission of fulfilling the talent needs of western Georgia and the Atlanta metropolitan area, while contributing to the social, cultural, and economic development of the region and state.

The University of West Georgia offers a comprehensive total rewards package designed to support faculty and staff across multiple dimensions; health, wellness, financial security, and professional growth. Employees working at least 30 hours per week gain access to a range of health plans, including medical, dental, and vision, wellness programs, and robust retirement options through Georgia Teachers Retirement System (TRS), Optional Retirement Program, and voluntary 403(b) and 457(b) plans. Employees are granted 13 paid holidays and paid time off accruals and are eligible to participate in the University System of Georgia's Tuition Assistance Program. Fringe benefits include a variety of resources focused on employee physical, mental, financial, and social well-being through Acentra Employee Assistance Program in addition to personal financial advising with Captrust. UWG also offers exclusive discounts and special offers on entertainment, travel, and other products and services through the Perks at Work program, free access to the university recreation facility, discounted campus dining options, and more!

Living in Carrollton, "The City of Dreams," offers the advantages of city life with a small-town vibe. This progressive community with Southern flair offers plenty of shopping, restaurants, nightlife opportunities, and cultural events. Named a City of Excellence in Georgia and listed as one of the 50 Best Small Southern Towns, Carrollton is the cultural, educational, health care, and commercial center for the west Georgia region.

At the heart of Carrollton is its historic downtown and Adamson Square lined with shops, galleries, and restaurants. Each season offers unique local events and opportunities for year-round recreation. Outdoor activities abound through award-winning spaces, including an 18-mile paved walking and biking Greenbelt trail that encircles the city and passes through the UWG campus.

The city embraces the University's students, faculty, and staff, and welcomes the diversity UWG brings to the community.

Invested in education with highly rated city and county K-12 systems, both city and county public school graduation rates are 90% and above and rank among the top in the nation by U.S. News & World Report.

Our campus is located at 1601 Maple Street, Carrollton, GA 30118.

Faculty and staff members are expected to be physically present on campus as needed to support the in-person educational experience and on-campus vitality at the University of West Georgia. Depending upon teaching assignments and student demand, this could include the Carrollton or Newnan campuses.

This is a Client Services Technician, Associate level, position (Primary Endpoint Support Focused) that focuses on providing core basic level IT technical support services of University-owned endpoints and IT equipment including (but not limited to) Desktops, Laptops, Tablets, Printers, Scanners, and general A/V components to the campus. Core support includes troubleshooting, repair, quoting, and basic training for computer and base AV/peripheral components and systems, and coordination with vendors as necessary. Customers include a wide range of Academic and Administrative clients, including: Administrators, Faculty, Staff, Students, and campus guests. The position also delivers high-level customer service. The employee is expected to arrive on time and be prepared each day to actively participate and deliver results on assignments. A flexible schedule is required to accommodate occasional evening and weekend support as needed.

1 -
Endpoint Support: Under limited supervision, serve as an escalation point for service desk agents when troubleshooting endpoint issues and non-computer peripheral devices. Repair of basic-level endpoint hardware issues (e.g. replacing hardware components including hard drives, RAM, Processors, GPUs, etc.). Basic level service delivery such as standard software installation/upgrades, hardware installation/upgrades, basic endpoint imaging, and endpoint consultation. Collaborate with peers from other IT/non-IT departments to implement and execute solutions related to endpoint devices and peripherals. Tier 1/2 support for endpoint incidents and requests for service, troubleshooting basic audio/visual incidents.

2 -
IT Service Delivery and Incident Management: Executing the Endpoint Support as defined above; tracking all progress and communicating with clients and 3rd parties via a IT Service Management Tool (ITSM). Basic understanding of ITSM principles, particularly Delivery of Service, Management of Incidents, and the difference between the two. Demonstrating skill, knowledge, & understanding of the role via including prioritization of work based on the impact of the Incident or Request for service. Problem-solving, timely/practical decision making, and timely communication.

3 -
Endpoint Security and Project Management: Assists with investigations and executes troubleshooting activities related to viruses, malware, or ransomware on University-owned endpoints. Confirms appropriate patching levels during routine interaction with campus endpoints. Assists with endpoint-related activities associated with a cybersecurity incident. Notifies supervisor of any potential security risk or event if detected. Participates in projects assigned by leadership. Provides accurate, timely communication and updates related to the role in the project and delivers on work as assigned, within the established timeframe.

4 -
Customer Service and Administrative Tasks: Internal and external customer professionalism: listening, expressing ideas, adherence to Service Level Agreements (SLA), providing relevant & timely information, responsiveness, courtesy, working effectively in teams, delivering on assignments and results, providing training, and effective vendor relations. Administrative Tasks include time management, planning, organizing, promoting innovation, independent actions, personal goal accomplishment, as well as compliance with University and Departmental Mission, Vision, and Values.

Educational Requirements
High School Diploma or GED

Required Experience
6 months of demonstrated experience in a technology-related end-user support position with training in configuring and administering technology (software/hardware), and troubleshooting in a networked environment; Candidate is expected to have experience working with Windows and MacOS operating systems, general Microsoft productivity applications, and standard browsers, including (but not limited to) Microsoft Edge. General experience providing remote support via any combination of chat, email, phone, remote desktop, and remote control. Experience working with third-party vendors to execute general services and support the needs of the organization.

Preferred Educational Qualifications
High School Diploma or GED

Preferred Experience
Experience working in a technology-related end-user support position at an enterprise-level organization.

$21.66 - $23.94 hourly. Paid on a bi-weekly basis.

ABILITIES
Ability to balance multiple projects leveraging time management. Must be able to traverse a wide area of campus to support all departments and buildings on campus. Ability to lift and carry up to 40 pounds. Ability to work from a ladder and use power and hand tools. This position is expected to comply with the University's standard working hours. In addition, this position must be available outside of normal working hours, including nights and weekends, to complete routine system maintenance, or respond to emergency system outages.

Physical Requirements
Lifting up to 20lbs or greater Office Environment - Work normally performed in a typical interior work environment.

KNOWLEDGE
Basic knowledge of software (e.g. MS365 Applications, Adobe Suites, and Antivirus.) Basic knowledge of PC and Mac hardware and configurations. Knowledge of basic AV components and interconnections. Excellent communication skills and the ability to relate to a diverse constituency.

SKILLS
Must have strong customer service skills. Must be able to communicate in technical terms with multiple IT groups (e.g. Service Desk, Networking, System Administrators). Manage time pressures constructively and efficiently to meet organizational needs. General troubleshooting and testing procedures. Strong verbal and written communication skills and ability to work in front of audiences and high-pressure situations.

The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

Offers of employment are contingent upon completion of a background investigation including a criminal background check demonstrating your eligibility for employment with the University of West Georgia as determined by the University of West Georgia in its sole discretion; confirmation of the credentials and employment history reflected in your application materials, reference checks; and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug test. Offers are made expressly subject to the applicable federal and state laws, to the statutes, rules and regulations of this institution and to the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG), which are available for your inspection upon request.

Equal opportunity and decisions based on merit are fundamental values of the University System of Georgia (USG). The Board of Regents prohibits discrimination on the basis of an individual's age, color, disability, genetic information, national origin, race, religion, sex, or veteran status ("protected status"). No individual shall be excluded from the participation in, denied the benefits of, or otherwise subjected to unlawful discrimination, harassment, or retaliation under, any USG program or activity because of the individual's protected status; nor shall any individual be given preferential treatment because of the individual's protected status, except that preferential treatment may be given on the basis of veteran status when appropriate under federal or state law.

The mission of the University of West Georgia is to enable students, faculty, and staff to realize their full potential through academic engagement, supportive services, professional development, and a caring, student-centered community. The institutional mission and daily operation of the University of West Georgia are guided by our values that support our vision to be the best place to work, learn, and succeed: ACHIEVEMENT, CARING, COLLABORATION, INCLUSIVENESS, INNOVATION, INTEGRITY, SUSTAINABILITY, and WISDOM.