User Services Consultant I

Job description

User Services Consultant I
Texas State University

Job Number: 2017276

Required Qualifications
Hiring managers will review each application and submitted support documents to score each applicant based on required qualifications in a hiring matrix.

1.Customer service experience providing support to a diverse user base.
2.Ability to explain complex technical information to users of varied technical ability.
3.Problem resolution skills to include strong technology troubleshooting skills; able to fix increasingly complex technical problems.
4.Demonstrated experience installing and supporting software and operating systems including: Windows and Mac OS, Microsoft Office, and other productivity software.
5.Must be highly motivated, dedicated, and a reliable self-starter capable of multi-tasking; flexible and adaptable to change.
6.Demonstrated decision making skills; able to prioritize effectively.
7.Strong collaboration skills; Works well with a team or alone to complete complex tasks.
8.Willing to work additional hours to complete projects and meet deadlines.
9.Effective oral and written communication.

Preferred Qualifications
1.Experience with Service Desk (Help Desk) end-user technical support in Higher Education.
2.Experience troubleshooting and repairing computer hardware.
3.Experience with trouble ticket logging, tracking, and reporting via service management software.
4.Familiarity with ITSM concepts. Certification with HDI, ITIL, or equivalent knowledge.
5.Experience with desktop management tools and encryption management.
6.Experience with Active Directory OU management, group policy management and security group creation/maintenance.

Job Description
Technology Resources seeks a professional to work within a customer-focused team to provide technical support to the Texas State campus community. This position is responsible for responding to and resolving requests for assistance with various computer applications and processes including software installation and troubleshooting, hardware diagnosis, network and telecommunication troubleshooting, and consulting on technology topics via remote administration, chat, e-mail, phone support, and on-site visits. The User Services Consultant reports to the Service Desk lead in Client Services.

Job Duties

-Respond to and resolve technology incidents and service requests utilizing remote administration, web-chat, e-mail, phone support, and on-site visits.
-Assist university stakeholders with computer tasks, including device setup, network connectivity, software installation and usage, and problem diagnosis and resolution.
-Provide technical support for a wide range of technology solutions and processes, including hardware, software, telephone, network, access management, and security.
-Remain current in evolving technologies, as well as currently used technologies and methodologies.
-Document internal and external processes for use by support staff in an internal knowledge base.
-Evaluate and test new software and hardware in preparation for support.
-Log work in a central ticketing system.
-Communicate with clients; providing timely and effective communications with peers, managers, other technical support personnel and relevant stakeholders.
-Perform other duties as assigned.

Additional Information to Applicants

This position is a benefits eligible, project-based position. It is a one year term appointment with the possibility of renewal.*

Legal and Required Notices
Texas State University, to the extent not in conflict with federal or state law, prohibits discrimination or harassment on the basis of race, color, national origin, age, sex, religion, disability, veterans' status, sexual orientation, gender identity or expression.

Employment with Texas State University is contingent upon the outcome of record checks and verifications including criminal history, driving records, education records, employment verifications, reference checks, and employment eligibility verifications.

Texas State University is a tobacco-free campus. Smoking and the use of any tobacco product will not be allowed anywhere on Texas State property or in university owned or leased vehicles.

Texas State University is a member of the Texas State University System. Texas State University is an EOE.

Texas State is committed to increasing the number of women and minorities in administrative and professional positions.

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Job No:
Posted: 4/25/2017
Application Due: 6/24/2017
Work Type: