Job Description

The Customer Care Technician is a high-impact generalist position responsible for providing an exceptional customer experience to the CalArts community through a broad technology portfolio. This is a customer-facing, front-line position responsible for handling daily traffic of incoming questions and problems via a ticket system, phone, email, and face-to-face interactions. Under the direction of the Director of Customer Engagement, the Customer Care Technician is a highly-visible representative of the CalArts IT team. This position is well suited to a candidate passionate about technology, who enjoys engaging with his/her/their community, and loves translating nerd to english and back again.

Qualifications

ESSENTIAL JOB FUNCTIONS:

• Provides technical support while delivering exceptional customer service.
• Creates, updates, prioritizes, and tracks customer problems using a ticket system.
• Resolves problems in person, telephone, email, or through a remote support session.
• Resolves less complex problems immediately and escalates more complex problems to the lead customer care technician or supervisor.
• Performs general maintenance tasks, customer account management, troubleshooting and repairs of computer systems and applications, and peripheral equipment maintenance throughout the Institute.
• Keeps up-to-date on security threats and assists in Operating System and Application patching.
• Utilizes online resources/tools to supplement the troubleshooting and diagnosing of customer issues.
• Follows and maintains Customer Care, Infrastructure Operations, and Enterprise Application standards, policies, and procedures.
• Partners with other teams to maintain regular operations and troubleshoot issues.
• Maintains internal and external Knowledge Bases to promote internal and customer self-support.
• Keeps abreast of the health and stability of all Information Technology services and issues timely alerts to affected customers if issues arise.
• Ensures IT maintained computer labs are in proper working order.
• Maintains positive relationships with vendors.
• Orders and receives materials as requested.
• Completes ongoing training to stay alongside product, service and policy changes.
• Assists in special projects beyond the normal scope of daily duties.
• Maintains a positive, helpful, constructive attitude and work relationship with staff, faculty, students, and the CalArts community at large.
• Maintains hardware and software inventories.
• In addition to the position responsibilities mentioned above, the individual has the responsibility to carry out unique tasks as requested by their superiors.
• Management and support for any Student Employees

SKILLS/ABILITIES:

• Extensive knowledge of Windows and macOS operating systems.
• Extensive level knowledge of Microsoft Office and G Suite.
• Ability to explain complex technology in a friendly and approachable manner.
• Willingness to travel to remote sites for system installation, maintenance, and troubleshooting.
• Outstanding interpersonal skills and the ability to develop, maintain, and cultivate relationships with internal and external clients.
• Excellent organizational skills, including the ability to prioritize and manage multiple tasks simultaneously.
• Outstanding oral and written communications.
• Outstanding attention to detail.
• Ability to lift and carry up to 40 lbs.

EXPERIENCE

• Experience in an IT customer service role preferred.
• Experience in a higher education environment a plus.
• Experience with social media desired.
• Experience with computer repair required.
• Experience with mobile devices preferred.
• Experience with SaaS (such as G-Suite) strongly preferred.
• Experience with Adobe Creative Cloud applications desired.
• Experience with Mobile Device Management a plus.
• Familiarity with network equipment such as Switches, Wireless Access Points, Ethernet cables, Wired and Wireless Network Interface Cards a plus.
• Familiarity with core network services such as TCP/IP, DNS, and DHCP a plus.

EDUCATION:

Associate's Degree and a minimum of 1-year experience, or an equivalent combination of education and experience.

Application Instructions

This position is available immediately. If you are interested, please follow the link to Interfolio below:

Customer Care Technician - ID:110145

Salary

$25.60 - $28.06 an hour

Equal Employment Opportunity Statement

California Institute of the Arts shall abide by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other status protected under federal, state, or local law.