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.
