Specialist, User Services

Title:

Specialist, User Services Department: IT Business Administration Campus

Location:

TCCD District Offices Employee Classification: CSV
- Computer Sciences Position Type: FT
- Regular Grant Funded:
No

Pay Frequency:
Monthly Compensation Details:
Starting Pay - $45,900

Work Hours:

Monday
- Friday 9:00am - 6:00pmRemote Eligible:
This position is not eligible for remote work

Job Summary

Reporting to the assigned department leader, this role supports the installation, modification, and minor repair of equipment hardware and software systems, and provides technical assistance and user training.

• Provides technical support and customer service to endusers
• Troubleshoots, diagnoses and resolves Tier 1 & Tier 2 service and support requests
• Enters, maintains and responds to support/task tickets using theITSM system
• Researches solutions using available information resources
• Advises user on appropriate action, walk customers through problem solving process
• Identifies and prioritizes situations requiring urgentattention
• Escalates unresolved queries to the next level of support
• Tracks and routes problems and requests and documentresolutions

• 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, and goals and principles of the College

• Works under the general supervision of the assigned department leader

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 tothe position. The job description does not constitute an employment agreement between the employer and employee and is subject tochange by the employer as the needs of the employer and requirements of the job change.

Associate's degree or 60 college hours and three (3) years' ofworking experience related to the Essential Performance Requirements; or an equivalent combination of education andwork-related experience

• Bachelor's degree
• At least one (1) year’s working experience working in higher education related to the Essential Performance Requirements
• At least one (1) year’s working experience with EntraID,Experience with Active Directory, and Experience in a helpdesk/customer support role

• Knowledge of computer systems and problem-solving techniques
• Skilled in excellent customer service and interpersonal skills
• Skilled using applications and enterprise systems, including word processing, spreadsheet, and presentation software
• Ability to work effectively in a collaborative environment
• Ability to think critically to effectively solve and communicate problems in a fast-paced environment where the demands for work arevaried, and unpredictable in scope and volume
• Ability to analyze data and provide sound recommendations basedon policy, procedure, practice, and existing regulations
• Ability to delegate work appropriately to faculty and staff tomeet College and campus deliverables

The physical demands described here are representatives of thosethat must be met by an employee to successfully perform the essential functions of this job. While performing the duties ofthis job, the employee is frequently required to sit; use hands tofinger, handle, or feel objects, tools, or controls; reach withhands and arms; and talk or hear. The employee is…