Client Services Analyst
Company: Marshall University
Location: Huntington
Posted on: April 3, 2026
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Job Description:
Job Description The 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 .
Keywords: Marshall University, Charleston , Client Services Analyst, IT / Software / Systems , Huntington, West Virginia
