Helpdesk Coordinator
- Employer
- Sul Ross State University
- Location
- Alpine
View more
- Employment Type
- Full Time
- Institution Type
- Four-Year Institution
Job Details
Associate’s degree and related experience in a customer support role. Working knowledge of MAC OS, Microsoft Windows and Microsoft Office Suite; Demonstrated experience in delivering customer support; excellent analytical, organizational and communication skills; ability to multi task and excellent interpersonal skills; Experience triaging multiple calls and issues that are reported to the helpdesk.
PreferredBachelor’s Degree and 3 or more years of related work experience in a customer service role. Working knowledge of Office 365, Adobe Creative Cloud Suite, other general purpose software systems and applications.
Primary ResponsibilitiesDuties
-Ensure the receipt, logging, and tracking of problem notifications, support-request, enhancement-request, and service-inquiry calls.
-Triage and log problems and requests for support
-Resolve issues immediately when possible or escalate and appropriately route more difficult problems and support requests to the correct team to resolve them
-Communicate progress toward resolution and current ticket status to the appropriate personnel and to the customer
-Ensure customer acceptance of resolution
-Execute strategies to effectively improve performance and meet customer expectations
-Assist with documenting all standard operating procedures and routinely update that documentation as procedures change
-Provide technical support when appropriate
-Train and manage employees assigned to the call center on customer service skills and call center procedures to ensure the best experience possible
-Develop strategies to improve on-call resolution rates and time-to-resolution for all requests
-Develop and follow procedures related to how problems are identified, received, documented, distributed, and corrected
-Develop communications regarding status of technology services, infrastructure and support
-Maintain social media and web presence for the department
-Provide user training on common tools and applications on a recurring and regular basis
-Work collaboratively with employees in other OIT departments to resolve all technology issues
-Keeps an eye on future technology to be aware of incoming student needs and helps to integrate it into the university
-Additional responsibilities as directed by the supervisor consistent with rank and position
Support: Responsible for personal safety and the safety of others; must exercise due caution and practice safe work habits at all times.
Other InformationTexas Law requires a 60 day waiting period before new state employees are eligible to enroll in health insurance.
EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER
It is the policy of Sul Ross State University to provide equal employment opportunity for all persons in accordance with their individual, job related qualifications and without consideration of race, creed, color, sex, religion, age, national origin, disability, sexual orientation, gender identity, veteran status and ancestry. Equal employment opportunities shall be afforded in all personnel actions or decisions including, but not necessarily limited to, recruitment, hiring, training, upgrading, promotion, demotion, termination and salary. Retaliation is prohibited against a person who opposes a discriminatory practice, files a charge, testifies, assists or participates in an investigative proceeding or hearing.
Sul Ross State University, located in Alpine, Texas (www.alpinetexas.com), is in the Scenic Davis Mountains of West Texas, is a member of the Texas State University System, is accredited by the Commission on Colleges of the Southern Association of Colleges and Schools to award Bachelor’s, and Master’s degrees, and has an enrollment of approximately 2,000 students on campus in Alpine, Texas. At an elevation of 4,480 feet, and on the periphery of the Chihuahuan Desert, Alpine enjoys mild winters and cool summers. Davis Mountain State Park, Fort Davis National Historic Site, Big Bend National Park, and Guadalupe National Park are all within one to three hours driving distance from Alpine. More information is available regarding Sul Ross State University and position openings through our website (http://www.sulross.edu).
Instructions to applicantsSubmit letter of interest, resume, contact information for three references, and completed Sul Ross Application at https://sulross.peopleadmin.com/ .
Applicant DocumentsRequired Documents- Resume
- Cover Letter
Required fields are indicated with an asterisk (*).
Organization
Working at Sul Ross State University
Called "Possibly the most underrated little university west of the Mississippi" by CBS's Dan Rather, Sul Ross State University in West Texas boasts a combination of small class sizes, an appreciation of both fine arts and the sciences and popular professional programs in a relaxed, friendly environment.
Who Is Sul Ross? Where is Sul Ross?
The university's name honors Lawrence Sullivan "Sul" Ross, the son of a pioneer Waco, Texas, family and a popular soldier, governor, educator and humanitarian. Founded in 1917 as a teacher college, Sul Ross continues to offer teacher education as one of its most popular programs. Others in high demand are business, criminal justice and agricultural and natural resource sciences. Sul Ross achieved university status in 1969.
The university, comprising 647 acres in Alpine, Texas, boasts a beautiful 93-acre main campus of exquisitely-detailed buildings and enjoys perhaps the most temperate climate in the state. Its situation in the Davis Mountains overlooks the center of the city below, yet it remains within easy reach of many local stores and restaurants. The university also has a 468-acre working ranch that serves its animal science programs.
Located in Del Rio, Eagle Pass, and Uvalde, the Middle Rio Grande Campuses offer upper level and graduate courses. Our professors provide hands on learning in ways that relate to our students and their passion for higher education. Courses are accessible via interactive television, online learning communities, and face to face classes
Sul Ross State University is part of The Texas State University System, the largest college system in the state after the University of Texas and Texas A&M systems.
A Small Size, But Plenty to Do
With an enrollment of about 2,000 students on the main campus in Alpine, class sizes are small, guaranteeing a much higher level of personal attention from instructors and the university's support staff. But there's plenty for students to do in their free time: lots of student clubs and organizations, a thriving arts community and a strong athletic tradition.
The SRSU men's basketball team won the conference championship five times in the past 20 years, including the 1999 American Southwest Conference championship. The women's basketball team has also won five conference championships and played in eight national playoffs, even making it to the Final Four.
Similarly, the Lobos football and baseball teams have won five conference titles each in the past 20 years, including American Southwest Conference championships in the late 1990s. The Lady Lobos volleyball team has won nine conference championships in all.
Rodeo is significant part of the Sul Ross program, and the university is the birthplace of the National Intercollegiate Rodeo Association. Many team members have gone on to become world champions, and 1951 graduate Harley May is a charter member of the Professional Rodeo Cowboys Hall of Fame.
- Website
- http://www.sulross.edu/
- Telephone
- 432-837-8243
- Location
-
Box C-13
Alpine
Texas
79832
US
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