User Services Consultant I
- Employer
- Texas State University
- Location
- San Marcos
View more
- Administrative Jobs
- Technology, IT Support & Training
- Institution Type
- Four-Year Institution
Job Details
•Strong customer service skills, including strong interpersonal and teamwork skills.
•Problem resolution skills to include strong analytical, research, and troubleshooting skills; able to fix increasingly complex technical problems.
•Familiarity with support and management of Mac OS hardware and software.
•Must be a highly motivated, dependable self-starter that works well in a team environment.
•Must be capable of multi-tasking, working under pressure, and willing to quickly and efficiently embrace change.
•Strong organizational skills and attention to detail.
•Ability to follow complex written and verbal instructions.
•Strong ethics with respect for secure information handling.
•Demonstrated decision making skills and ability to prioritize effectively.
•Effective verbal, written and interpersonal communication skills.
•Must be willing to work additional hours, sometimes with little advanced notice, to complete projects and meet deadlines.
•Experience with Service Desk (Help Desk) end-user technical support in higher education environment.
•Demonstrated experience with Apple device and Mac OS management and troubleshooting in a IT support environment.
•Experience with Learning Management System(s) in a higher education environment.
•Experience with computer hardware and software diagnostics and repair.
•Demonstrated experience installing and supporting operating systems and software including: Windows, Mac OS, Microsoft Office, Adobe, Zoom, and other productivity software.
•Experience with ticket logging, tracking, and reporting via service management software.
•Skills in Office 365 collaborative tools including Teams, Outlook, OneDrive, and SharePoint
The IT Assistance Center (ITAC) in the division of Information Technology is seeking a professional to work within a customer-focused team to provide technical support to the Texas State University community. This position is responsible for responding to and resolving requests for assistance with various computer applications and processes including software installation and troubleshooting with a focus on Mac support. This position will also perform hardware diagnosis, network and telecommunication troubleshooting, and consulting on technology topics. Service is primarily delivered over the phone, but also via remote administration, chat, e-mail, walk-up, and on-site visits. The User Services Consultant reports to the Sr. User Services Consultant – Support Services Team Lead.
Job Duties•Respond to and resolve incidents and service requests with various computer applications and processes over the phone and using remote administration, web-chat, e-mail, face-to-face, and on-site visits.
•Provide technical support for hardware, software, network connectivity, and processes, with an emphasis on advanced Mac support.
•Consult with users on best practices, advanced uses, and problem solution strategies to meet technology needs.
•Participate in projects and activities. Meet set deadlines.
•Review, and update documentation for standard operating procedures, knowledge articles, and policies for ITAC personnel.
•Maintain accuracy and documentation of user records and incidents in the service management ticketing system. Ensure tickets are logged, tracked, and updated appropriately. Monitor personal service levels and metrics, and work toward continuous improvement.
•Remain current in evolving technologies, as well as currently used technologies and methodologies. Research new and emerging technologies that could potentially affect the Texas State University computing environment (i.e. new devices, services, operating systems, software, etc.). Evaluate the impact of these technologies and report findings.
Cover letter and resume are required.
IT Assistance Center will not sponsor or transfer visa sponsorship.
Work hours beyond 8-5 business hours may be required during peak times.
A separate application is required for each Texas State University job posting.
Texas State University is an Equal Employment Opportunity/Affirmative Action Employer, committed to inclusive thought and action in support of our diverse community. Individuals from historically underrepresented groups and all those who share our commitment to inclusivity and passion for the strength of our diversity are strongly encouraged to apply.
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.
• Amazing health insurance: various coverage options starting your first day of employment for full-time employees with Texas State paying 100% of the employee premium and 50% for your dependents!
• Generous paid time off: vacation, holidays, sick days and many more!
• Excellent work life balance resources: mother and family-friendly resources in addition to a comprehensive FREE wellness program
• Great training and development opportunities: choose from a variety of classroom and online course offerings, learning resources, certifications, and employee educational support programs.
• An inclusive Bobcat community: join our many social networks offered on and off-campus
• Retirement peace of mind: TRS pension, retirement plans and voluntary saving options with generous employer contributions
By joining the Texas State Bobcat team, you’ll be a part of one of the most beautiful, diverse, and growing universities in the nation.
- Resume
- Cover Letter
- Letter of Recommendation #1
- DD 214/DD1300
- Letter of Recommendation #2
- Veteran's Preference
Required fields are indicated with an asterisk (*).
Organization
Texas State University seeks candidates whose professional background includes embracing a diversity of people and ideas, a spirit of inclusiveness, a global perspective, and a commitment to community-building. As a federally designated Hispanic Serving Institution, we are especially interested in applicants who share a commitment to equity, and the high-quality education of students from historically underserved and systematically marginalized communities. Individuals from historically underrepresented groups are strongly encouraged to apply.
About Texas State University
Texas State University is home to more than 38,000 students and 2,000 faculty members in the growing Austin-San Antonio corridor. A member of the Doctoral Universities: Higher Research Activity Carnegie classification, the university creates new knowledge, fosters cultural and economic development, and prepares its growing population of diverse students for the endless possibilities that await them as citizens of Texas, the nation, and the world.
Students at Texas State choose from 98 undergraduate, 91 master’s and specialists, and 14 doctoral programs offered by 10 colleges (Applied Arts, The Emmett and Miriam McCoy College of Business Administration, Education, Fine Arts and Communication, Health Professions, Honors, Liberal Arts, Science and Engineering, The Graduate College, and the University College). With a diverse campus community including 50% of the student body from ethnic minorities, Texas State is one of the top 13 producers of Hispanic baccalaureate graduates in the nation. In fall 2019, there were 1,470 full-time faculty and 2,286 full-time staff. Research and creative activities have led to growing success in attracting external support. For FY 2019, Texas State had an annual operating budget of over $724 million. Texas State’s Research and Development expenditures for FY 2018 were more than $64 million. The Alkek Library has more than 3.1 million titles in its collection. Additional information about Texas State and its nationally recognized academic programs is available at www.txstate.edu.
Mission
Texas State University is a doctoral-granting, student-centered institution dedicated to excellence and innovation in teaching, research, including creative expression, and service. The university strives to create new knowledge, to embrace a diversity of people and ideas, to foster cultural and economic development, and to prepare its graduates to participate fully and freely as citizens of Texas, the nation and the world.
Locations
Texas State's San Marcos campus is located in a growing community of 63,000 people in the Austin Metropolitan Area. Located in the Texas Hill Country, where blackland prairies roll into beautiful hills, Texas State enjoys a setting that is unique among Texas universities. The beauty of the crystal-clear San Marcos River and the stately cypress and oak trees on the campus add to the charm of the university’s picturesque setting. Our location on the banks of the San Marcos River provides recreational activities for students throughout the year.
The Texas State Round Rock Campus is located north of Austin in Round Rock, TX. The Round Rock Campus offers the junior and senior level classes to complete a bachelor’s degree, graduate degrees, post baccalaureate certification, and continuing education programs. The university's vision for Round Rock is to continue to offer quality academic programs that meet the workforce needs of Texas, especially focusing on academic programs that appeal to working adults, and to serve as a hub of health professions research and education.
Some positions may require teaching on the main campus and at the Texas State University Round Rock Campus.
Texas State University is an Equal Employment Opportunity/Affirmative Action Employer, committed to inclusive thought and action in support of our diverse community. Individuals from historically underrepresented groups and all those who share our commitment to inclusivity and passion for the strength of our diversity are strongly encouraged to apply.
Texas State University is a member of The Texas State University System.
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.
- Website
- http://www.txstate.edu/
- Telephone
- 512-245-2111
- Location
-
601 University Drive
San Marcos
Texas
78666
United States
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