Senior Specialist, User Services

Title: Senior Specialist, User Services

Department: DT Campus Support Services

Campus

Location:

TCCD District Offices

Employee Classification: APT
- Administrative

Position Type: FT
- Regular

Grant Funded: No

Pay Frequency: Monthly

Compensation Details: Starting Pay - 55,700;
Commensurate with education and experience

Work Hours: Monday
- Friday 8:00am - 5:00pm

Remote Eligible: This position is not eligible for remote work

This role provides technical support services to end users to meet established service level objectives for response and resolution, supporting end users across the district and performing a range of Help Desk–related duties.

• Performs account administration (create/modify Active Directory, Azure/EntralD, Exchange, Colleague accounts)
• Creates and maintains email distribution list, shared drives and Office 365 Groups
• Provides 2nd-tier customer support by communicating with customers, troubleshooting, resolving and documenting issues and solutions
• Keeps up to date on all IT User Support processes and procedures
• Answers client's inquiries via email and/or via telephone concerning systems operation and operator problems
• Recommends or performs minor remedial actions to correct problems based on knowledge of system operation
• Refers major system problems to service personnel for correction
• Attends technical conferences and seminars to keep abreast of new software and hardware product developments
• Maintains complete documentation of operating procedures

• Attends the workplace regularly, reports to work punctually, and follows a work schedule to keep up with the demands of the worksite
• Completes all required training and professional development sessions sponsored through Tarrant County College (TCC)
• Supports the mission, values, goals, and principles of the College

• Works under the general supervision of the assigned department leader

* Performs Other Related Tasks as Required

The duties listed are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

• Associate's degree or 60 college hours and four (4) years' of working experience related to the Essential Performance Requirements; or any equivalent combination of education and work-related experience

• Bachelor's degree
• At least one (1) years' professional working experience in higher education
• At least two (2) years' professional working experience providing support for Azure/Entra
• At least two (2) years' professional working experience providing support for Active Directory account administration and management
• At least five (5) years' professional working experience providing technical support services in a higher education environment

• Knowledge of database structures
• Knowledge of operating system scripting in Power Shell and/or Bash
• Skilled in excellent customer service and interpersonal relationships
• Skilled using Azure Active Directory applications and enterprise systems, including the Microsoft Office suite and the Microsoft 365 platform
• Ability to think critically to effectively solve and communicate problems in a fast-paced environment where the demands for work are varied, and unpredictable in scope and volume
• Ability to perform and prioritize multiple tasks seamlessly while exhibiting strong attention to…