This job is closed
We regret to inform you that the job you were interested in has been closed. Although this specific position is no longer available, we encourage you to continue exploring other opportunities on our job board.
INFORMATION TECHNOLOGY CLIENT SUPPORT TECH III-ENT
The University of Alabama at Birmingham - Birmingham, AL
posted 2 months ago
About the position
The University of Alabama at Birmingham (UAB) is seeking an Information Technology Client Support Tech III-ENT to provide comprehensive IT client support and services to UAB administrators, faculty, staff, and students. This role involves incident resolution and request fulfillment of moderate to complex nature, ensuring adherence to service-level agreements (SLAs). The technician will restore services, identify core problems, and recommend system modifications to enhance user experience. Additionally, the position includes training less experienced technicians and participating in continual service improvement initiatives.
Responsibilities
- Responds to incidents for supported IT Clients and systems.
- Researches and attempts remote resolution, and performs onsite troubleshooting and repair if remote resolution is not possible.
- Escalates incidents to the next level as required, while maintaining ownership of the incident through resolution.
- Responds to service requests for supported IT clients and systems.
- Provides service remotely when possible and otherwise provides onsite delivery of the service.
- Escalates requests to the next level as required, while maintaining ownership of the request through resolution.
- Provides guidance to junior technicians and apprentices, and training to less experienced technicians.
- Performs continuous service improvement through developing new and improving existing processes and knowledgebase content.
- Maintains accurate information and data regarding incident and request response in the ITSM tool.
- Performs other duties as assigned.
Requirements
- Associate's degree in a related field and three (3) years of related experience required.
- Work experience may substitute for education requirement.
Nice-to-haves
- Ability to problem-solve
- Ability to train others
- Troubleshooting skills
Benefits
- Health insurance
