Posting Information Posting Number2025251 Posting/Functional TitleUser Services Consultant I University Pay Plan TitleUser Services Consultant I LocationSan Marcos DepartmentClient Solutions Recruitment TypeOpen to All Job TypeFull-Time Funding SourcePermanent Monthly Salary$3,666.67 Job CategoryNon-Exempt Required Qualifications: Applicants must specifically address how they meet these required qualifications to meet the requirements of the position. + Exceptional customer service skills, with excellent interpersonal abilities and a strong team-oriented mindset. + Resourceful problem-solving abilities, including strong analytical, research, and troubleshooting skills to resolve increasingly complex technical issues. + Highly motivated and dependable self-starter who thrives in a team environment. + Adaptable and efficient multitasker, capable of working under pressure and embracing change quickly and effectively. + Strong organizational skills with keen attention to detail. + Ability to follow complex instructions, both written and verbal. + Effective decision-making skills with the ability to prioritize tasks efficiently. + Excellent communication skills, both verbal and written, with strong interpersonal abilities. + Willingness to work additional hours as needed, sometimes with little advanced notice, to ensure team coverage during peak times, complete projects and meet deadlines. Preferred Qualifications + Skills in Office 365 collaborative tools including Teams, Groups, Outlook, and SharePoint + Experience with Service Desk (Help Desk) end-user technical support in a higher education environment. + Experience with computer hardware and software diagnostics and repair + Experience with ticket logging, tracking, and reporting using service management software. + Experience with desktop management tools including Apple and PC systems. + Demonstrated experience installing and supporting operating systems and software including Windows, Mac OS, Microsoft Office, Adobe, SAP , and other productivity software Job Description 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, 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 occasional on-site visits. The User Services Consultant reports to the Client Solutions- Assistant Director. Job Duties + Provide technical support for hardware, software, network connectivity, and processes, ensuring quality service by upholding customer service standards. + Address and resolve incidents and service requests promptly and efficiently through phone support, remote administration, web-chat, email, face-to-face interactions, and occasional on-site visits. + Assist users with best practices, advanced uses, and problem-solving strategies to meet their technological needs. + Maintain consistent communication with customers during the resolution process, ensuring accurate documentation of user records and incidents in the service management ticket system. Properly log, track, and update tickets. + Serve as a liaison between customers and internal IT support teams to ensure accurate issue interpretation and routing for solutions that cannot be resolved by the Client Solutions team. + Review and update documentation for standard operating processes and procedures, as well as knowledge articles for ITAC personnel. + Stay updated with evolving technologies and current methodologies. Conduct research on new and emerging technologies that could impact the TXST computing environment and report your findings. + Monitor personal service levels and metrics to strive for continuous improvement. + Engage in assigned projects and activities, ensuring all deadlines are met. Additional Information to Applicants Job Open Date01/22/2025 Job Close Date (posting closes at midnight) Open Until FilledYes Normal Work DaysMonday, Tuesday, Wednesday, Thursday, Friday Normal Work Hours Start8:00AM Normal Work Hours End5:00PM Posting NoticesYou will be required to electronically attach a resume and cover letter to your application. Legal and Required Notices Texas State University is an Equal Employment Opportunity/Affirmative Action Employer. Employment with Texas State University is contingent upon the outcome of record checks and verifications including, but not limited to, criminal history, driving records, education records, employment verifications, reference checks, and employment eligibility verifications. Why work @ Texas State? • 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. Quick Linkhttps://jobs.hr.txstate.edu/postings/51013 Applicant Document