Client Services Analyst

Client Services AnalystBookmark this Posting Print Preview | Apply for this JobPosition DetailsGet to Know Us!Marshall University is a public comprehensive university with a rich history as one of the oldest institutions of higher learning in West Virginia. Founded in 1837 and named after Chief Justice John Marshall, definer of the Constitution, Marshall University advances the public good through innovative, accredited educational programs. We are located in downtown Huntington, West Virginia, with additional locations in South Charleston, Point Pleasant, Teays Valley and Beckley. Marshall University's mission, inspired by our Vision and Creed, includes a commitment to:Offer a wide range of high quality, affordable, and accessible undergraduate, graduate, and professional education that prepares students to think, learn, work, and live in an evolving global society.Create opportunities and experiences to foster understanding and appreciation of the rich diversity of thought and culture.Maintain a dynamic intellectual, artistic, and cultural life by promoting and supporting research and creative activities by undergraduates, graduates, and faculty.Contribute to the quality of life of the community, region, and beyond through applied research, economic development, health care, and cultural enrichment.Cultivate the development of an inclusive, just, and equitable community.Come Meet Marshall and discover what it means to be part of the Marshall University family!Come join our Herd!We are committed to attracting and retaining quality faculty and staff. In doing so, Marshall University offers outstanding benefit packages to eligible employees only. (E-Class in the job posting). Marshall University Research Corporation (MURC) employees have different benefit options than those listed below.Work week is 37.5 hrs.A great highlight in December is that Marshall University employees receive almost two weeks off for Winter Break!Holidays - Employees receive 13 Paid HolidaysAnnual and Sick Leave - Classified Staff, Non-Classified Staff and 12-month Faculty earn up to 24 days of annual leave per year (max 360 hours) and up to 18 days of sick leave per year. ) Employee LeaveHealth Insurance - Marshall University offers health insurance through West Virginia Public Employees Insurance Agency (PEIA). There are seven (7) health benefit plans.Educational/Tuition Benefits - Marshall University provides tuition benefits to regular employees (after probationary period) and their dependent children.Retirement Plans - Marshall University offers retirement through Teachers Insurance and Annuity Association (TIAA). Full-time benefits eligible employees must participate in the mandated retirement plan (401(a)).Life Insurance - Basic term life insurance ($10,000) at no cost and may purchase optional life insurance coverage with pre-tax earnings.Wellness Programs - PEIA provides various care management programs and the Pathways to Wellness program.We are . . . Marshall!Position InformationPosition Title Client Services Analyst Banner Position Number 000730 E-Class NC - Nonclassified - .53 or > Department Information Technology - MU2066 Job DescriptionThe Client Services Analyst is an essential member of the Higher Education IT team, focusing on ensuring exemplary support, operation, and optimization of the institution's client services and service desk functionalities. This role involves direct interaction with end users, understanding their needs, and working collaboratively to resolve issues and improve user experiences. The successful candidate will have a balance of technical knowledge, an understanding of higher education environments, and the capability to communicate efficiently with a diverse range of stakeholders.Key Responsibilities:Client Support and Issue Resolution:Provide frontline and Tier 2 support to end users, addressing and rectifying technical challenges.Monitor service requests, ensuring timely resolution and user satisfaction.Liaise with other IT departments or vendors when escalated support is needed.Service Desk Analysis and Enhancement:Collaborate with users to gather feedback and understand areas of improvement for information technology.Evaluate current technology operations to pinpoint areas for optimization.Implement changes that enhance the efficiency and effectiveness of client services.User Training and Education:Develop and maintain user guides, FAQs, and training materials for commonly faced issues.Organize workshops or training sessions, equipping users with knowledge to make the most of institutional IT resources.Work in tandem with other departments to ensure consistent training methodologies and materials.Service Metrics and Reporting:Track and analyze key performance metrics related to service desk requests and resolutions.Generate periodic reports highlighting service performance, user feedback, and areas for improvement.Use data to inform decisions about future changes or enhancements to client services.Stakeholder Communication:Maintain open channels of communication with users, ensuring they are updated about ongoing issues, resolutions, or IT initiatives.Engage in multidisciplinary teams and projects to represent the voice of end users.Collect and prioritize user feedback to drive continuous improvement.Stay Informed:* Stay up-to-date with emerging best practices, technologies, and trends in client service management.* Explore and recommend tools or methodologies that can elevate the institution's client services.Student Testing Support:Maintain the Health Sciences student testing computer fleet, ensuring devices are updated, functional, and ready for use.Provide on‐site support during high‐stakes exams, including laptop distribution, monitoring, and rapid issue resolution.Respond quickly to urgent testing-related problems, including short‐notice support needs.Work effectively with people and under pressure in a rapidly changing environment.Clinical Skills Technology Support:Support the technical and operational clinical skills needs of education and assessment technologies, including Objective Structured Clinical Examinations (OSCEs) and simulation platforms (Intelligent Video Systems (IVS), Elevate Health LearningSpace or similar), A/V capture systems, and exam‐day workflows to ensure reliable recording, review, and assessment processes.Manage platform access controls, roles, and secure handling of recordings and assessment materials.Provide rapid, on‐site troubleshooting for clinical skills sessions and simulation events.Classroom, conference room A/V Support:* Provide classroom, conference room and collaboration space A/V support for faculty, staff, and students, including rapid troubleshooting of equipment issues.* Coordinate with vendors to resolve complex or recurring A/V problems and ensure reliable classroom technology performance.Special Event Support:* Provide occasional after‐hours technical support for special events requiring IT or A/V assistance.* Ensure timely response and on-site availability when events require immediate technical intervention.Other special projects and duties as assigned.Salary Range $44,918-$58,393 Salary is commensurate with education, experience, and internal equity. Salary Type Salary Time Type Full-Time Work Location MU - Marshall UniversityQualificationsMust be able to perform all essential job duties as outlined in the job description.Required QualificationsEducation* Bachelor's degree required, preferably in information systems, computer technology or related field.Experience* At least 3 years of experience working in client services or a service desk role.Preferred QualificationsEducation ExperienceFamiliarity with higher education IT environments and challenges.Familiarity with service desk software and ticketing systems.Excellent communication and interpersonal abilities, with an emphasis on customer service.Strong analytical, troubleshooting, and problem-solving skills.Strong documentation and customer service skills; ability to train users with varying levels of technical comfort.Ability to work both independently and collaboratively within a team.Experience in supporting time-sensitive, high-stakes events with professionalism and composure.Experience providing technical support in healthcare simulation, or A/V-integrated environments.Hands-on experience supporting Intellegent Video Systems (IVS) and/or Elevate HealthLearningSpace (or comparable clinical skills/OSCE capture platforms).Experience supporting OSCEs, simulation labs, standardized patient programs, or clinical skills curriculum workflows.Familiarity with identity and access management concepts (roles/permissions), video storage/retention practices, and basic networking concepts relevant to A/V systems. (i.e. Echo360, Panopto, Kaltura etc.)Posting Detail InformationPosting Number MU1223E Open Date 02/25/2026 Close Date Open Until Filled Yes Special Instructions SummarySupplemental QuestionsRequired fields are indicated with an asterisk (*).* Do you have a Bachelor's degree required, preferably in information systems, computer technology or related field?YesNoApplicant DocumentsRequired Documents* Resume* Cover LetterOptional DocumentsMarshall UniversityOne John Marshall DriveHuntington, WV 25755Copyright 2020 Marshall University | An Equal Opportunity University | Accreditation | Consumer Information and Disclosures