Service Desk Representative

Enterprise Technology – Customer Support

Job Posting

Title:

Service Desk Representative

Position Open To: All Applicants

Weekly Scheduled

Hours:

40

FLSA Status: Non‑Exempt

Earliest

Start Date:

Immediately

Position Duration: Expected to Continue

Location: AUSTIN, TX

Flexible work arrangements are available for this position, including my ability to work remotely. Remote work for individuals who reside outside Texas but within the United States and its territories will be considered and requires Central Office approval.

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.

Your Skills Will Make a Difference. You’ll be working for a university that is internationally recognized for research and the work you do will make a difference in the lives of our students, faculty and staff.

• 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 Linked In 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
• Free rides on all UT Shuttle and Austin Cap Metro buses with staff

For more details, please see: (Use the "Apply for this Job" box below). and .

Must be authorized to work in the United States on an ongoing, full‑time basis for any employer without sponsorship.

This position requires you to maintain internet service and a mobile phone with voice and data plans to be used when required for work.

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.

• 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…