Student Consultant

Student Consultant I

Provide first-level contact, multi-channel support, and IT resources for end users. Provide level 1 resolutions and metric based information gathering for our Enterprise Technology partners. Gather feedback around the tools and their impact on our end users' daily work.

• Provide first-level contact, incident handling, and request fulfillment for a variety of IT and business services for the University of Texas community through written or verbal communication through the phone
• Resolve as many user-reported problems as expertise permits using advanced troubleshooting skills and available tools (SOPs, knowledge base, tier 2 support, etc.) and following procedures and policies for the handling of support cases
• Provide accurate and timely logging of incidents, requests, and resolutions for problems in the problem management program
• Act as a liaison between customers and internal support staff to assure accurate problem interpretation
• Additional duties vary based on incoming staff requests and departmental needs

• 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 follow prescribed procedures and escalation paths.
• Demonstrated initiative and ability to act independently to resolve issues and requests.
• Enrolled or enrolled in the last consecutive semester in 6 or more credit hours.

• Undergraduate students:
  Freshman
  - Juniors preferred.
• Fluent in Spanish (+$0.50 + hourly pay)
• Some knowledge of information technology concepts.
• Demonstrated ability to manage multiple priorities and follow through to completion.
• Demonstrated analytical and troubleshooting skills.

$15/hour

• Use of keyboard
• Manual dexterity

• Working up to 14 hours a week
• 6 am - 9 pm, Monday – Friday; 10 am - 5 pm, Saturday & Sunday
• Hybrid work arrangement
  - Must be able to work In-Person and remotely

• Resume/CV