Client & Endpoint Support Specialist

that require advanced access, specialized expertise, or broader system changes. Provides in-person and remote assistance while protecting data, privacy, and system security.

• Monitors the Libraries’ ServiceNow queue and serves as a primary intake point for incidents and service requests. Reviews submissions for completeness and prioritizes tickets according to established service standards, resolves requests within the position’s scope, routes or escalates work to the appropriate team, and maintains timely customer communication through closure. Tracks recurring issues and service gaps, maintains accurate ticket records, and escalates urgent, unresolved, or unusual matters as appropriate. Provides courteous, inclusive service to customers with differing levels of technical experience.

• Maintains accurate records for Libraries-managed hardware, software, assignments, locations, warranties, and lifecycle status using approved inventory systems and procedures. Assists with receiving, tagging, deployment, reassignment, audits, surplus, and secure disposition activities. Identifies discrepancies, updates documentation, and refers licensing, purchasing, security, or lifecycle exceptions to the appropriate personnel. Provides routine administrative and operational support for the department, including maintaining records and documentation, preparing basic reports, supply and equipment coordination, scheduling, and other related tasks as assigned.

• The work schedule for this position is Monday - Friday, standard business hours. Rare evening or weekend shift may be required with adequate notice for shift adjustment.
• Work modality is on-site.

• Bachelor’s degree or equivalent experience from an accredited institution. Experience can substitute for the education on a year for year basis.
• Experience providing technical, customer service, helpdesk, endpoint, or equipment support.

• Commitment to responsive, respectful, and inclusive customer service.
• Ability to troubleshoot routine to moderately complex technical issues by following documented procedures and using available knowledge resources.
• Strong critical thinking and reasoning skills.
• Ability to learn and consistently apply service management, endpoint support, inventory, data privacy, accessibility, and information security practices.
• Clear oral, written, and interpersonal communication skills, including the ability to explain technical information to customers with differing levels of technical experience.
• Ability to document work accurately, organize contending requests, meet service expectations, and adapt to changing priorities.
• Sound judgment in recognizing when to advance an issue, request guidance, or communicate an operational risk.
• Ability to work in partnership with Libraries employees, campus IT partners, vendors, and other collaborators.

• Experience providing helpdesk, desktop, endpoint, audiovisual, or technology customer support.
• Experience with ITIL workflows using an IT service management or ticketing platform such as ServiceNow.
• Experience maintaining hardware or software inventory records.
• Expertise with Windows and macOS computers, Microsoft 365 applications, printers, scanners, audiovisual equipment, or other shared-use technologies.
• Familiarity with general library operations.
• Experience supporting technology in a higher education, library, research, or public-service environment.

1. A current resume.
2. A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position.