Career Paths – Client Services

Career Path for Client Services Roles

There are four job descriptions in the client services career path for our IT department.  The entry level position is Student Worker.  This role supports the staff on the IT Service Desk and allows us to extend our hours of service to the University. The next level is Client Support Specialist I.  This role is the core of our Client Services team with a primary role for staffing the IT Service Desk and staffing the Incident Management service. The next level is Client Support Specialist II.  This role has more experience and handles both Incident and Problem Management.  The final role is Senior Client Support Specialist.  This is the most senior role in the Client Services team.  This role provides leadership and direction to the more junior roles on the team.

This is the set of competencies by job description for the Client Services career path.  For more background on this topic see my post Building IT Career Paths by Standardizing Competencies.

The first four job descriptions are for the client services roles in IT:

Student Worker Level 0
Competency Frequency
Adaptability/Flexibility Always
Customer Service Always
Functional Proficiency Always
Interpersonal Skills Always
Oral Communications Always
Problem Solving Always
Team Work Always
Work Standards/Quality Always
Written Communications Always

 

Client Support Specialist I Level 2
Competency Frequency
Adaptability/Flexibility Always
Continuous Learning Always
Customer Service Always
Functional Proficiency Always
Interpersonal Skills Always
Multi-tasking Always
Problem Solving Always
Team Work Always
Work Standards/Quality Always

 

Client Support Specialist II Level 3
Competency Frequency
Adaptability/Flexibility Always
Analysis/Assessment Always
Customer Service Always
Functional Proficiency Always
Interpersonal Skills Always
Multi-tasking Always
Problem Solving Always
Team Work Always
Work Standards/Quality Always

 

Senior Client Support Specialist Level 4
Competency Frequency
Adaptability/Flexibility Always
Analysis/Assessment Always
Customer Service Always
Developing Others Always
Functional Proficiency Always
Leadership Always
Problem Solving Always
Process Improvement Always
Project Management Always