Client Services Technician

Job Summary

The Client Services Technician is a key member of the Client Services Team within Marist Information Technology. The technician provides friendly, first-line IT support, resolving common technical issues and ensuring users can quickly return to work. The role manages ticket intake and routing, supports basic account and access needs, and promotes self-service using tools like TeamDynamix. Additionally, the technician is responsible for the Help Desk student workers and takes the lead role in hiring, managing, training, and mentoring students.

Minimum Qualifications

• Basic knowledge of Windows/OS troubleshooting, software installation, hardware repair, and network fundamentals
• Strong verbal and written communication, patience, empathy, and the ability to explain technical concepts to non-technical users
• Familiarity with ITSM or ticketing systems

Essential Functions

• Provides timely, friendly support as the first point of contact for IT issues
• Diagnostics common hardware, software, and connectivity problems, resolves straightforward incidents on the first interaction, and documents and escalates more complex issues with clear notes and context
• Creates, categorizes, and updates service tickets with accurate details and user impact. Routes requests to the appropriate teams and tracks progress to closure, keeping users informed of status and next steps
• Interviews, hires, trains, mentors, and manages student workers supporting the Help Desk and wepa print release. Assigns tasks, monitors performance and schedules, reinforces customer service standards, and fosters skill development to ensure consistent, high-quality support coverage
• Affords assistance with account provisioning tasks such as password resets, basic permissions, and multifactor authentication setup (e.g., Duo)
• Verifies identity, follows security procedures, and ensures users can access core systems and services
• Leverages the knowledge base and service catalog in TeamDynamix to guide users to self-help solutions. Suggests improvements to articles and flags gaps where new documentation could reduce repeat requests
• Works with Client Services staff and other IT staff to make improvements
• Participates in training and knowledge-sharing to build technical skills and improve service quality
• Builds and maintains strong working relationships across IT and the wider user community. Assists with problem resolution and advocates for user needs across the organization
• Other duties as assigned

Preferred Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience
• 1 to 3 years experience
• Strong diagnostic and research skills to solve problems independently

Benefits

• 3 weeks of paid vacation
• 4 weeks of paid vacation beginning in the 6th year of employment
• Unlimited paid sick time
• 14+ paid holidays per year
• Medical, Dental & Vision insurance programs at a 15% employee / 85% employer contribution rate
• Flexible Spending Accounts (FSA) and Dependent Care (FSD)
• Life insurance
• Generous short-term and long-term disability programs and workers compensation
• 403(b) defined contribution plan: First 6 years University contributes 7.5%, Employee contributes a mandatory 4%
• University contribution increases to 10.5% in year 7, and 12% after 15 years. Employee contribution decreases to 1% in year 7
• Tuition Benefits: Up to 16 undergraduate credits per semester. Up to 18 graduate credit per academic calendar. Eligibility extends to employee, spouse, and dependent children under age 26. University pays 100% tuition only. Eligible dependents may be Reimbursed up to $2,000 per semester towards tuition at another accredited institution
• Equal Employment Statement

About The Department/School

Information Technology (IT) offers students, faculty, and staff access to advanced technologies to help promote a strong sense of community. A distinguishing feature of the Marist education is the manner in which information technology is used in support of teaching, learning, and scholarship. This environment creates a strong applied research culture and includes Marist students as young paraprofessionals, which makes Marist unique within higher education. Marist IT staff come from diverse career and educational backgrounds. Our community of technologists collaborate to support a commitment to excellence with 80 staff members within 15 departments, more than 200 student paraprofessionals, and a 24/7/365 operation. Effort, talent, and commitment are rewarded and recognized within the division both internally by leadership, and externally through numerous industry accolades and awards.

About Marist University

Founded in 1929, Marist is a comprehensive, independent four-year institution whose signature educational approach blends the liberal arts with pre-professional studies and emphasizes experiential learning to enrich classroom instruction. With campuses in Poughkeepsie, N.Y., and Florence, Italy, plus over 70 programs offering a variety of international study, Marist is a portal to the world and is devoted to nurturing a welcoming, inclusive community. Through six schools offering almost 50 majors, Marist cultivates the intellectual growth and well-being of its more than 6,000 undergraduate and graduate students and encourages them to color outside traditional academic lines as they pursue coursework and personal experiences that provide valuable occupational expertise and reflect their individual passions. Marist has been acclaimed a top institution in the nation by U.S. News & World Report, the Wall Street Journal/College Pulse, Princeton Review, and others.

Contact Information

To learn more, please visit https://www.marist.edu/about.