Service Desk Representative

Service Desk Representative

This position provides life/work balance with typically a 40-hour work week and travel limited to training (e.g., conferences/courses).

Enterprise Technology is dedicated to supporting the mission of the University of Texas at Austin of unlocking potential and preparing future leaders of the state.

The University of Texas at Austin and Enterprise Technology provide an outstanding benefits package to our staff. Those benefits include:

• Competitive health benefits (employee premiums covered at 100%, family premiums at 50%)
• Voluntary Vision, Dental, Life, and Disability insurance options
• Generous paid vacation, sick time, and holidays
• Teachers Retirement System of Texas: a defined benefit retirement plan
• Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b)
• Flexible spending account options for medical and childcare expenses
• Robust free training access through LinkedIn Learning plus professional conference opportunities
• Tuition assistance
• Expansive employee discount program including athletic tickets
• Free access to UT Austin's libraries and museums with staff ID card
• Free rides on all UT Shuttle and Austin CapMetro buses with staff ID card

To act as the primary point of contact for a university community of 70,000 members, addressing a wide range of inquiries and issues related to technical and business services. This role collaborates closely with Enterprise Technology (ET) and local support teams to ensure prompt resolution, enabling students and staff to return to their work and studies efficiently. The position is also responsible for upholding ET's commitment to being a trusted partner and delivering optimal value in foundational IT services at UT Austin.

Serve as the first-level contact, providing incident handling and request fulfillment for various IT and business services for the University of Texas community through written or verbal communication.

Greets customers in a courteous, friendly, and professional manner.

Listens attentively to customer needs/concerns; demonstrates empathy.

Act as a liaison between customers and internal support staff to ensure accurate issue interpretation and routing for solutions unresolvable by the Service Desk.

Maintain communications with customers during the resolution process.

Provide accurate and timely logging, resolutions, routing, and referrals of customer interactions.

Resolve as many user-reported issues as expertise permits using troubleshooting skills and available tools and follow procedures and policies for the handling of support cases.

Maintain a productive and efficient pace in handling customer issues.

Review and recommend modifications to documentation and procedures.

Participate in projects to enhance and improve service for customers.

Hone and develop skills through training and development.

Mentoring: Offer direction and guidance to co-workers, part-time students and/or hourly employees.

Perform other related functions as assigned.

Fluent in Spanish.

Two or more years of experience in a customer service environment.

Passion for helping people using excellent verbal and written communication skills.

Ability to work and adapt to a fast-paced, ever-changing environment.

Demonstrated ability to effectively communicate by phone and in person.

Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.

Some knowledge of information technology concepts.

Demonstrated analytical and troubleshooting skills.

Demonstrated ability to follow prescribed procedures and escalation paths.

Demonstrated initiative and ability to act independently to resolve issues and requests.

Demonstrated ability to manage multiple priorities and follow through on projects to completion.

Two or more years of experience providing information technology support in a call center environment.

Certification as an HDI Customer Support Representative, HDI Support Center Analyst, Microsoft Certified Technology Support Specialist, Microsoft Certified IT Professional, or Apple Certified Support Professional.

An Associate's degree or enrolled in a degree program.

$42,000 + depending on qualifications

May work around standard office conditions

Repetitive use of a keyboard at a workstation

Use of manual dexterity

Wednesday - Friday 12pm - 9pm, Saturday – Sunday 8am-5pm. May require occasional overtime.

Resume/CV

3 work references with their contact information; at least one reference should be from a supervisor

Letter of interest

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

A criminal history background check will be required for finalist(s) under consideration for this position.

The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university's company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English and Spanish) [PDF]
• Right to Work Poster (English) [PDF]
• Right to Work Poster (Spanish) [PDF]

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined