User Services Consultant I

User Services Consultant I

The Managed Services department, as part of the IT Assistance Center (ITAC), seeks a technical professional to assist with the day-to-day support of university owned technical resources. The qualified candidate will perform various technical support tasks including installing, troubleshooting, and supporting computing hardware, operating systems, software applications, and peripherals. Requires excellent communication skills, the ability to exercise tact and diplomacy when working with customers, and the ability to collaborate effectively in a team environment.

Job Duties:

• Install desktop hardware, software, and peripherals
• Troubleshoot hardware and software issues on Windows and Apple desktop systems
• Provide technical support via email, chat, remote session or in person
• Work closely with back-office teams when necessary to ensure technical issues are resolved
• Install Operating System images to university owned computers
• Assist with inventory management of computing hardware within supported departments
• Document internal practices and policies to ensure a robust team knowledge base

Required Qualifications:

• Experience providing in-person technical guidance to users in a courteous and knowledgeable manner
• Excellent written and verbal communication skills
• Demonstrated customer relationship skills, including ability to perform multiple tasks with frequent interruption
• Ability to occasionally work extra hours when needed to meet critical business demands, including evenings, weekends, and holidays
• Criminal Justice Information Services (CJIS) certification or eligibility to acquire certification within the first 90 days of employment

Preferred Qualifications:

• Experience deploying desktop computers in a multi-user environment
• Experience installing and supporting network printers in a multi-user environment
• Experience using a support ticketing system
• Experience managing users and/or computers via Microsoft Active Directory
• Understanding of network infrastructure and troubleshooting
• Understanding of IT security protocols and remediation techniques
• Demonstrated ability to work collaboratively within a team to support stakeholders knowledgeably and with professionalism

Normal Work Days: Monday, Tuesday, Wednesday, Thursday, Friday

Normal Work Hours Start: 8:00AM

Normal Work Hours End: 5:00PM

Texas State University is committed to a policy of non-discrimination and equal opportunity for all persons regardless of race, sex, color, religion, national origin or ancestry, age, marital status, disability, veteran status, or any other basis protected by federal or state law in employment, educational programs, and activities and admissions.