Client Support Technician I - Information Technology

This position is responsible for providing Tier 1 and basic Tier 2 technical support for Ashland University faculty, staff, and students. The Client Support Technician I assists with monitoring, maintaining, troubleshooting, and repairing University-owned workstations, mobile devices, classroom technology, and peripheral equipment. The Client Support Technician I serves as a front-line customer support resource and assists users in resolving common hardware, software, account, and connectivity issues. This position works under general supervision and collaborates with other Information Technology staff to ensure reliable technology services across the University.

• Provide Tier 1 and basic Tier 2 technical support for University-owned hardware, software, and technology services.
• Install, configure, troubleshoot, maintain, and support desktop computers, laptops, printers, mobile devices, and related peripherals.
• Assist faculty, staff, and students with technology-related issues through in-person, telephone, remote, and electronic support.
• Create, update, and maintain service tickets within the University’s ticketing system.
• Escalate complex technical issues to senior technicians or specialized IT staff as appropriate.
• Assist with the deployment, replacement, setup, and inventory management of technology equipment.
• Support classroom technology and assist with troubleshooting audiovisual equipment as needed.
• Perform operating system and software installations, upgrades, and updates.
• Maintain accurate documentation of troubleshooting activities, solutions, and support procedures.
• Assist in maintaining knowledge base articles and technical documentation.
• Provide excellent customer service while serving as a primary point of contact for technology support requests.
• Participate in departmental projects, training opportunities, and technology initiatives.
• Monitor assigned service requests and ensure timely resolution or escalation.
• Perform other duties as assigned.

• Associate degree in Information Technology, Computer Science, Information Systems, or a related field; or an equivalent combination of education, certifications, and experience.
• Zero (0) to two (2) years of customer service, help desk, desktop support, or technical support experience.
• Basic knowledge of Windows and/or macOS operating systems.
• Familiarity with Microsoft 365 applications and standard office productivity software.
• Strong customer service and interpersonal skills.
• Demonstrated ability to communicate effectively, both verbally and in writing.
• Ability to document technical issues and resolutions clearly and accurately.
• Ability to work independently and collaboratively within a team environment.
• Strong organizational, problem-solving, and time management skills.
• Ability to prioritize multiple tasks and meet established deadlines.Certificates / Licenses / Registration. Being an entry-level position it is not expected that candidates will possess all of these certifications, but they must be willing to complete department sponsored training to obtain any missing certifications within 6 months of hire:
• CompTIA A+ or HDI Certification
• ITIL 5 Foundations
• Microsoft Certification
• Apple Certification
• Dell Certification
• Applicant must be currently authorized to work in the United States. Ashland University will not sponsor or take over sponsorship for an employment visa., * Bachelor’s degree in Information Technology, Information Systems, Computer Science, or related field.
• Previous experience working in a Help Desk, Service Desk, desktop support, or customer service environment.
• Familiarity with Microsoft Intune, JAMF, TeamViewer, Jira, or similar endpoint management tools.
• Experience supporting classroom technology and audiovisual equipment.
• Experience working in a higher education technology environment.

Physical Demands

• Office environment with occasional lifting and transportation of equipment weighing up to 60 pounds.
• Ability to move, install, and configure desktop computers, monitors, printers, and other technology equipment.
• Typical work week is 8:00 AM - 5:00 PM; occasional evening or weekend work may be required.
• Valid driver’s license and ability to travel to campus locations as needed.