The University of Tennessee at Chattanooga · 3 months ago
Client Services Technician, Information Technology
Chattanooga, TN
Full-time
Onsite
Entry Level
1+ years expThe University of Tennessee at Chattanooga is seeking a Client Services Technician to provide first-line support for all IT-related incidents and service requests. The Technician will assist faculty, staff, and students with troubleshooting and resolving issues while ensuring customer satisfaction and maintaining service levels.
Higher Education
Responsibilities
Acts as a first point of contact for university faculty, staff, students, and guests to assess problems, determine root causes, and provide advice for remediation or referral to the next support tier
Provides first-line investigation and diagnosis of all incidents and service requests via phone, email, walk-in, or chat. Utilizing remote support tools when necessary to address customer needs
Assists users with troubleshooting and completing more advanced hardware/software repairs
Records and classifies incidents and make effort to restore a failed IT service as quickly as possible
Assigns unresolved incidents to the appropriate tiered support groups
Documents and records detailed information about the customer’s incident or service requests in a ticketing (incident management system), including diagnostic steps and communications with the customer as they troubleshoot reported problems
Keeps users informed about their incidents’ status at agreed intervals
Resolves incidents within the specified service level agreements/operational level agreements
Provides customer follow-up to ensure that our end users’ needs have been met and ensuring customer satisfaction in every step of problem resolution
Offers technical guidance to student employees and other team members
Maintains and uses the IT knowledge base, ensuring our customers are properly informed through our self-service support
Provides service feedback information as needed
Assists with maintaining a clean, welcoming environment for guests at the Service Desk
Attends Information Technology & Client Services staff meetings
Ensures work hours/time is logged and entered within payroll deadlines
Other duties as assigned/needed
Qualification
Required
Typically requires a high school diploma and one year of relevant experience, or an equivalent combination of education, training, and experience
1+ year of technical (hands-on) hardware & software installation experience required
Preferred
1 + year of Customer Service experience
1 + year troubleshooting technical support
1+ year of technical (hands-on) hardware & software installation experience
prior higher education experience are preferred
Company
The University of Tennessee at Chattanooga
The University of Tennessee at Chattanooga is an engaged, metropolitan university committed to excellence in teaching, research, and service.
1001-5000 employees
H1B Sponsorship
The University of Tennessee at Chattanooga has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (143)
2024 (100)
2023 (100)
2022 (83)
2021 (77)
2020 (108)
Funding
Current Stage
Late StageLeadership Team
Tian Li
Chief Technology Officer for UTC’s Quantum Networking and Communication Initiative
Tony Parsley
Associate Vice Chancellor of IT & Associate CIO
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