User Services Consultant II

Posting Number: 2026488

Posting/Functional

Title:

User Services Consultant II

University Pay Plan

Title:

User Services Consultant II

Location:

San Marcos

Department:
Client Solutions

Recruitment Type:
Open Recruiting

Job Type: Full-Time

Funding Source:
Permanent

Monthly Salary: $4,369.17

Job Category:
Non-Exempt

• Demonstrated high-level of support for faculty and student issues in Learning Management System (Canvas, etc.) tools
• Demonstrated experience providing exceptional customer service and end‑user support
• Must demonstrate strong written and verbal communication skills, with the ability to clearly explain complex or technical information to diverse audiences.
• Problem resolution skills to include strong analytical, research, and troubleshooting skills; able to fix increasingly complex technical problems
• Strong organizational skills and attention to detail
• Ability to follow complex written and verbal instructions

• Experience in diagnosing and resolving complex technical issues. Strong analytical and research capabilities with a methodical approach to troubleshooting a wide range of hardware, software, and system‑related challenges.
• Experience with Service Desk (Help Desk) end‑user technical support in a higher education environment
• Experience with ticket logging, tracking, and reporting via service management software
• Experience with troubleshooting network connectivity
• Experience with Banner SIS, and Active Directory security group creation/maintenance
• Experience with troubleshooting and administration of two factor authentication software and devices
• Experience with AWS Connect, Beyond Trust, Team Dynamix, and other support center technologies
• Skills in Office 365 collaborative tools including Teams, Outlook, and Share Point
• Demonstrated experience installing and supporting operating systems and software including:
  Windows, Mac OS, Microsoft Office, Adobe, Zoom, and other productivity software.

The IT Assistance Center (ITAC) in the division of Information Technology is seeking a professional to work within a customer‑focused team to provide technical support to the Texas State University community. This position is responsible for responding to and resolving requests for assistance with various computer applications and processes including software installation and troubleshooting, hardware diagnosis, network and telecommunication troubleshooting, and consulting on technology topics.

Service is primarily delivered face‑to‑face, but also via remote administration, chat, e‑mail, phone support, and on‑site visits. This position will be focused on providing support out of the ITAC Support Services team (call center) and will be tasked with supporting incoming and escalated requests for a wide range of IT solutions and services. The User Services Consultant II reports to the Assistant Director‑Client Solutions.

• Address and resolve complex incidents and service requests using a range of computer applications and processes through face‑to‑face interactions, remote administration, web‑chat, email, phone support, and on‑site visits.
• Deliver technical support for hardware, software, network connectivity, phones, access management, and support procedures.
• Advise users on best practices, advanced applications, and problem‑solving strategies to fulfill their technology requirements.
• Contribute to projects and activities, ensuring deadlines are met.
• Review and update documentation for standard operating procedures, knowledge articles, and policies relevant to ITAC personnel.
• Maintain accurate documentation of user records and incidents within the service management ticketing system, ensuring tickets are properly logged, tracked, and updated. Monitor personal service levels and metrics to promote continuous improvement.
• Stay informed about evolving and current technologies and methodologies. Research new and emerging technologies that may impact the Texas State University computing environment, evaluate their potential effects, and report findings.

Texas State University is committed to a policy of non‑discrimination and equal…