User Services Consultant

Job Opportunities at Texas State University

Required Qualifications:

Applicants must specifically address how they meet these required qualifications to meet the requirements of the position.

• Experience providing customer service, technical support, or application support in a professional environment.
• Ability to troubleshoot technology issues, identify potential causes, and guide users through appropriate solutions.
• Strong verbal and written communication skills, including the ability to explain technical information to individuals with varying levels of technical experience.
• Ability to provide support through multiple communication channels, including phone, email, chat, remote-support tools, and in-person interactions.
• Strong organizational skills and attention to detail, including the ability to accurately document, track, and update incidents and service requests.
• Ability to manage multiple priorities, meet deadlines, and provide timely follow-up on customer requests.
• Commitment to providing professional, courteous, and customer-focused service.
• Ability to create, maintain, and update technical documentation, knowledge articles, and user-support resources.

• 2+ years of previous customer service experience.
• Experience providing technical support or help desk services in a higher education environment.
• Experience using an IT service management or ticketing platform, such as Team Dynamix, Service Now, Jira Service Management, or a comparable system.
• Experience using remote support tools to troubleshoot and resolve desktop, application, and connectivity issues.
• Experience using desktop management tools to support and administer Windows and Apple devices.
• Experience diagnosing, troubleshooting, and repairing computer hardware and software issues.
• Experience installing, configuring, and supporting operating systems and applications, including Windows, macOS, Microsoft 365, Google Workspace, Adobe applications, SAP , and other productivity software.
• Knowledge of customer service, incident management, troubleshooting, and technical support best practices.
• Experience documenting technical issues, resolutions, and support activities in a service management system.
• Experience with basic IP troubleshooting and using network diagnostic tools or test equipment

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 over the phone, but also via remote administration, chat, e-mail, walk-up, and occasional on-site visits. The User Services Consultant reports to the Assistant Director in ITAC .

Job Duties

• Provide technical support for hardware, software, network connectivity, and processes, ensuring quality service by upholding customer service standards.
• Address and resolve incidents and service requests promptly and efficiently through phone support, remote administration, web-chat, email, face-to-face interactions, and occasional on-site visits.
• Assist users with best practices, advanced uses, and problem-solving strategies to meet their technological needs.
• Maintain consistent communication with customers during the resolution process, ensuring accurate documentation of user records and incidents in the service management ticket system. Properly log, track, and update tickets.
• Serve as a liaison between customers and internal IT support teams to ensure accurate issue interpretation and routing for solutions that cannot be resolved by the Client Solutions team.
• Review and update documentation for standard operating processes and procedures, as well as knowledge articles for ITAC personnel.
• Stay updated with evolving technologies and current methodologies. Conduct research on new and emerging technologies that could have an impact on the TXST computing environment and report your findings.
• Monitor personal service levels and metrics to strive for continuous improvement.
• Engage in assigned projects and activities, ensuring all deadlines are met.

Additional Information to Applicants

Job Open Date

Job Open Date 07/24/2026

Job Close Date (posting closes at midnight)

Open Until Filled Yes

Normal Work Days

Normal Work Hours Start 8:00AM

Normal Work Hours End 5:00PM

Posting Notices

Legal and Required Notices

Texas State University is committed to a policy of non-discrimination and equal opportunity for all persons regardless of race, sex, color, religion, national origin or ancestry, age, marital status, disability, veteran status, or any other basis protected by federal or state law in employment, educational programs, and activities and admissions. Employment with Texas State University is…