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Lead Client Engagement Specialist
2 months ago
Widener University is seeking a qualified individual for the role of Lead Client Engagement Specialist within the Learning and Client Engagement division of Library and Information Services. This position will be integral to the Senior Client Engagement Team, reporting directly to the Director of Client Engagement and Learning Spaces Manager. The primary focus of this role is to guarantee outstanding client interactions, transcending standard IT assistance to cultivate a constructive and supportive atmosphere that addresses the needs of faculty, staff, and students at Widener University. Client Engagement Specialists serve as the initial point of contact for our community, providing technical support, guidance, and upholding a consistently high level of customer service.
KEY RESPONSIBILITIES (including, but not limited to) :
Core Responsibilities:
Technical:
Deliver exceptional customer service and technical assistance promptly, consultatively, and professionally. Collaborate within a team environment to address service requests and provide Tiers 1 & 2 support, which encompasses: Applying consulting and troubleshooting expertise to identify and resolve standard technical issuesConfiguring and installing hardware and softwareOffering support for computers, peripherals, audio-visual, and classroom technologiesDocumenting all interactions with clients within the ticketing systemProviding emergency on-call support after hours on a rotating scheduleResolving issues related to MAC or PC products as necessary, including maintenance emergencies, testing, configuring, documenting, and installing new or upgraded software across all campuses. Offer consultative and/or physical support for the university community. Participate in Library and Information Services or university project teams as a representative of the Client Engagement team.Project Management
Manage projects, including asset management, within defined constraints of scope, schedule, budget, and quality throughout the project lifecycle.Prepare documentation and communications pertinent to the project. Data Collection and Reporting: Gather, analyze, and summarize information as requested by the Client Engagement Management Team. Collaboration within the Client Engagement Team (all members): Engage with team members to propose enhancements in service delivery and communication.Actively participate in team meetings to improve the quality of client experiences.Support and contribute to the positive experience and knowledge base for Client Engagement Ambassadors (student workers). Act as a primary resource for university clients, peers on the Client Engagement Team, Client Engagement Management, and Library and Information Services Leadership. Take initiative as a problem solverEngage with clients to develop and maintain relationships and solutionsCollaborate across various teams. Maintain professional and technical expertise by attending educational workshops; reviewing professional literature; establishing personal networks; participating in professional organizations. Assist with additional tasks or special projects as assigned by the Client Engagement Management Team.Secondary Responsibilities:
Troubleshoot basic networking challenges. Educate and assist clients on the proper use and behaviors of mobile platforms and computer systems managed by Information Technology Services. Contribute to accurate asset management data.MINIMUM QUALIFICATIONS (education/training and experience required):
Required:
Bachelor's degree in a relevant technical field or equivalent training. At least 7 years of pertinent work experience. Proficiency in troubleshooting information system hardware and software and resolving issues. Proficiency in PC systems and demonstrated knowledge of Mac systems. Experience in building, maintaining, and supporting PC and Mac images. Proven experience in delivering a positive customer/client experience. Ability to obtain necessary criminal background checks (state and federal) and child abuse clearances. Experience in comprehensive project management. Commitment to teamwork and an inclusive culture.Preferred:
Experience in an academic institution is strongly preferred.Willingness and ability to learn and apply new technologies.Excellent organizational skills and the ability to recognize and adjust work priorities in a timely manner.Familiarity with technologies utilized at Widener University is advantageous. Active DirectoryOffice 365 suiteJamfRemote assistance (Bomgar, LogMeIn, GoToAssist)Kace System Management Appliance or other MDMAudio Visual basicsZoom.PHYSICAL REQUIREMENTS AND/OR UNUSUAL HOURS:
The typical work environment is an office or computer room. Frequent walk-in or telephone inquiries; high levels of in-person interaction and routine desk work, including standing, walking, or climbing stairs, and occasionally lifting or pushing more than 25lbs. Routine standing, bending, stooping, and kneeling are integral to the role. Basic manual dexterity is essential. Occasional/scheduled on-call responsibilities, including nights and weekends, may be required.
All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law. Widener University is dedicated to fostering an inclusive community where faculty, staff, and students from diverse backgrounds, cultures, and personal experiences are welcomed and can thrive. We are an equal opportunity employer committed to providing equal educational and employment opportunities for all individuals without regard to age, color, national origin, race, religion, disability, veteran status, sex, sexual orientation, gender identity, genetic information, or status as a protected veteran.
Some positions may be eligible for a hybrid or remote work arrangement that may include a partially or fully remote work location, consistent with Widener's Flexible Work policy.
Widener University, an independent, metropolitan, doctoral-intensive institution, connects curricula to social issues through civic engagement. Dynamic teaching, active scholarship, personal attention, and experiential learning are key components of the Widener Experience. For more information about the university, please visit our website.
EOE M/F/V/D
