Chapman University School of Pharmacy ยท 3 weeks ago
Client Services Technician I
Irvine, CA
Full-time
Onsite
Entry Level
$51K/yr - $53K/yr
2+ years expChapman University School of Pharmacy is seeking a Client Services Technician I to provide first-level technical support to faculty, staff, and students on-site. The role involves diagnosing problems, guiding users through solutions, managing Service Desk tickets, and performing basic administrative tasks in a call center environment.
Higher Education
No H1B
Responsibilities
Provide first-level support for university constituents and partners in a call center environment
Respond to customer requests via phone, email, chat, and walk-up
Assist end users by performing question/problem assessment and guiding users through step-by-step solutions
Deliver accurate, creative solutions to restore productivity quickly
Open, track, and close service requests, as well as manage the classification, assignment, and completion of requests
Escalate issues promptly to ensure all SLAs are met
Maintain up-to-date knowledge of supported environments, tools, and policies
Contribute to and maintain a robust knowledge base for problem resolution
Manage Service Desk tickets by documenting and routing appropriately
Provide user administration and application support for supported systems
Document all interactions in the Jira ticketing system
Make satisfaction end-user callbacks where appropriate on resolved incidents
Qualification
Required
At least two years of demonstrated experience in a technical support or call center position
At least two years of demonstrated experience utilizing Azure/Entra/AD and related account management tools
At least two years of demonstrated experience providing personal computer repair and configuration
Excellent oral and written communication skills with the ability to translate technical terms into non-technical terms
Highly professional attitude with an emphasis on customer service
Maintain confidentiality and security of sensitive customer data
Technical troubleshooting skills, analytical reasoning, and determining when to escalate issues appropriately
Clearly listen/read and interpret customers' needs
Ability to carry out duties and responsibilities on time
Ability to work equally effectively as an individual and part of a team
Ability to formulate and communicate logical and sound conclusions and recommendations
Excellent telephone communication skills
Ability to prioritize duties when faced with interruptions, distractions, and a fluctuating workload
Excellent interpersonal skills with a diverse group of individuals at all organizational levels
Understanding of local area networking and TCP/IP technologies, Ethernet, and wireless networking principles and connectivity
A+ Certification
Preferred
Self-starter with an openness to learn
HDI Support Center Analyst Certification
MCP, MCDST, or ACSP are a plus
Associate's or Bachelor's Degree in Computer Science or comparable discipline
Knowledge of Canvas, Identity Management System, PeopleSoft software, Microsoft Suite, Windows and Mac OS, Teams, and Zoom
Prior experience working in a college or university IT setting
Prior experience using Service Desk incident management software such as Jira
Familiar with ITIL v3 or v4 frameworks and best practices
Company
Chapman University School of Pharmacy
A top 50 research school, Chapman Pharmacy is an ACPE and WASC-accredited institution located in Irvine, California.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase