"Client Support Specialist"

Position Overview

Position Summary

The Client Support Specialist is a key member of the Information Technology Services (ITS) team at Eastern New Mexico University (ENMU). The Client Support Specialist is responsible for delivering comprehensive technical support to faculty, staff, and students. This role includes installing, configuring, maintaining, and troubleshooting hardware, software, applications, and network components. The specialist also provides front-line user support and training to ensure efficient and effective use of technology across campus.

Requirements

Duties and Responsibilities:

• Provide technical support to faculty and staff via phone, in-person, and remote assistance.
• Identify, troubleshoot, and resolve computer hardware, software, and network issues.
• Configure, install, upgrade, monitor, and repair computers, laptops, tablets, printers, and peripherals.
• Respond to inquiries regarding computer systems, printers, software applications, and connectivity.
• Offer one-on-one assistance and training on operating systems, applications, and network access.
• Install, update, and maintain software applications as needed.
• Perform basic maintenance on computers and related equipment.
• Facilitate departmental computer relocations and data transfers/backups.
• Evaluate, test, and document new software applications and computer hardware.
• Develop and maintain technical documentation, knowledge base articles, and user guides.
• Act as a liaison between users and IT staff, coordinating service requests and issue resolution.
• Gather and relay user feedback to IT teams for system improvements and troubleshooting.
• Monitor system performance and respond to alerts or issues as needed.
• Maintain accurate records of support tickets, resolutions, and follow-up actions.
• Participate in testing and evaluating new hardware/software solutions.
• Perform other duties as assigned

Minimum Job Requirements:

• Bachelor's degree in Computer Science, Information Systems, or a related field, OR an equivalent combination of education and/or relevant experience.

Knowledge, Skills, and Abilities:

• Strong understanding of computer hardware, software, and troubleshooting techniques.
• Familiarity with instructional media and preparation.
• Proficiency in Windows, macOS, Microsoft Office, Internet technologies, and desktop publishing.
• Ability to independently install, configure, monitor, and maintain software applications.
• Knowledge of networking concepts and basic network troubleshooting.
• Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.
• Ability to develop and present user training materials in group and one-on-one settings.
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• A team-oriented attitude with a proactive and patient approach to problem-solving.

Working Conditions

Physical Demand and Working Conditions:

• Work is performed during regular work hours in a non-smoking facility
• Work is sedentary, sometimes requiring exerting up to 25 pounds of force occasionally and/or a consistent amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.

Essential Functions: As defined under the Americans with Disabilities Act, these include the aforementioned duties and responsibilities, minimum job requirements, knowledge, skills, and abilities, and physical demand and working conditions. This is not necessarily an all-inclusive listing.

Additional Information

Two Positions Available
Application Review Date: Open Until Filled

Condition of Employment: Must pass a pre-employment background check.

Electronic Application Instructions: Electronic applications should be submitted through the "Apply" link at the top of this page. Please attach the following required documents to your electronic application:

Required Documents:
Please ensure that you attach all required documents, even if you have applied for other positions at ENMU, as the committee does not have access to those records.

• Letter of interest
• Resume
• Contact information for three references (blind or off list reference checks may be conducted on finalists)
• Transcripts (unofficial for application purposes)

Equal Employment Opportunity /Title IX/IPRA. Eastern New Mexico University does not discriminate based on race, color, national origin, religion, sex (including pregnancy, gender identity, and sexual orientation), age, disability, genetic information, veteran status, or any other characteristic protected under federal, state, or local laws. If reasonable accommodation is needed to participate in the job application or interview process, or to perform essential job functions, please contact the office of human resources at (575) 562-2115. New Mexico is an open records state; therefore, ENMU complies with the Inspection of Public Records Act, NMSA 1978, Chapter 14, Article 2, from the Office of the New Mexico Attorney General. Any concerns regarding sex discrimination should be addressed to the Title IX Coordinator at either titleix.coordinator@enmu.eu, (575) 562-2235, or Quay Hall Office 109, 1500 S Avenue K, Portales, NM 88130. Requests for inspection of public records should be sent to planning.analysis@enmu.edu. For any other inquiries, please contact Human Resources at (575) 562-2115 or e-mail ENMU.HRrecruiter@enmu.edu.