Customer Care Technician, IT

Under the supervision of the Manager, Customer Care, the Customer Care Technician is a Tier 1/Tier 2 support position and information technology generalist who directly supports the Southwestern Law School community while maintaining the highest level of customer satisfaction.  This position is responsible for handling daily traffic of incoming technology issues, audiovisual setups, classroom support, and questions via telephone, e-mail, ticket system, video conference, and face-to-face interaction.  The Customer Care Technician is a frontline position that utilizes their intimate knowledge of computing systems to identify problems and draw valid conclusion through logical reasoning. This non-exempt position is hybrid with on-campus and remote work.

Primary Responsibilities

  • Provides technical support while delivering exceptional customer service.
  • Provisions and images computers and other devices.
  • Creates, updates, prioritizes, and tracks customer problems using a ticket system.
  • Resolves problems in person, via telephone, video conference, email, or remote support session.
  • Resolves less complex problems immediately and escalates more complex problems to the Lead Customer Care Technician, Senior Customer Care Technician, or supervisor.
  • Performs general maintenance tasks, customer account management, troubleshoots and repairs computer systems, and maintains applications and peripheral equipment throughout the school.
  • Troubleshoots remote learning technologies such as Zoom.
  • Keeps up-to-date on security threats and assists in operating system and application patching.
  • Utilizes online resources/tools to supplement the troubleshooting and diagnosing customer issues.
  • Follows and maintains Information Technology standards, policies, and procedures.
  • Interacts with Information Technology teams to maintain regular operations and troubleshoot issues.
  • Maintains a knowledge base to promote customer self-support.
  • Keeps abreast of the health and stability of all Information Technology services and provides timely alerts to affected customers if issues arise.
  • Ensures computer labs and classrooms are well-maintained.
  • Installs, configures, and supports Information Technology approved software.
  • Trains, schedules, and supervises audiovisual and computer lab work-study assistants.
  • Provides audiovisual and technology training to faculty, students, and staff. 
  • Coordinates the use of audiovisual equipment in classrooms and courtrooms and assists with the setup and operation of computers with video projection and recording equipment.
  • Provides set-up of audiovisual systems for scheduled events, including non-regular working hours and off-campus support.
  • Develops and maintains training manuals and Information Technology documentation.
  • Maintains positive relationships with vendors.
  • Receives and orders requested materials.
  • Completes ongoing training to stay updated with product, service, and policy changes.
  • Collaborates with the entire Information Technology team to ensure the delivery of services.
  • Assists in special projects beyond the normal scope of daily duties.
  • Assists in maintaining hardware and software inventory.
  • Monitors warranty work and maintenance agreements.
  • Maintains a positive, helpful, constructive attitude and work relationship with students, faculty, staff, and the entire Southwestern Law School community.
  • In addition to the position responsibilities mentioned above, the individual has the responsibility to carry out unique tasks as requested by their superiors.

Minimum Job Requirements

  • Associate’s Degree and 1 year of relevant experience, or equivalent combination of education and experience.
  • Experience with Microsoft Windows.
  • Experience with productivity applications such as Microsoft 365 Apps.
  • Experience with computer and peripheral installation and repair.
  • Experience with audiovisual systems.

Knowledge, Skills, and Abilities Required

  • Excellent organizational skills, including the ability to prioritize and to manage multiple tasks simultaneously.
  • Outstanding oral and written communications.
  • Outstanding attention to detail.
  • Analytical and technical problem-solving skills.
  • Strong computer background.
  • Interest and ability to learn other technologies as needed.

Work Environment/Physical Conditions (include but are not limited to)

  • Office environment with exposure to office equipment noise, air conditioning and heating.
  • Prolonged periods of sitting and standing.
  • Frequent walking.
  • Reach at, above, or below shoulder level to reach equipment, files, or materials.
  • Utilization of computer monitor, telephone, copier machine, and other office equipment.
  • Pushing/pulling open and closed doors, cabinets, and drawers.
  • Kneeling, stooping and/or crouching.
  • Lifting up to 50lbs.

Salary: $28.85/HR

To apply: To be considered for the position, email a cover letter and resume to jobs2@swlaw.edu.

Share: