Customer Experience Specialist

The University of Central Missouri is an equal employment opportunity employer

Salary $58,000.00 Annually

Location UCMO - Warrensburg, MO

Job Number 999326

Division Infrastructure Services

Category IT and Computers / Higher Education

The Customer Experience (CX) team within the Office of Technology directly supports UCM's mission to transform students into leaders by ensuring that technology across campus is reliable, accessible, and aligned with the needs of teaching, learning, and administrative excellence. The team embodies UCM's values of Community, Diversity, Excellence, Learning, Opportunity, and Service
, creating an environment where technology enhances collaboration, supports inclusion, and drives continuous improvement across every area of the university.

CX exists to make technology seamless and accessible. Every interaction—whether remote, walk-in, or on-site—is guided by professionalism, empathy, and responsiveness. The Customer Experience Specialist I serves as the frontline representative of this mission, providing technical assistance, configuration, troubleshooting, and support for UCM's students, faculty, and staff.

This position is responsible for diagnosing and resolving a wide range of technology issues across Windows, macOS, and mobile platforms. The Specialist assists customers with password resets, Duo multifactor authentication, and access-related problems; and when appropriate, directs users to self-help resources and knowledge-base documentation to promote independence and awareness of available tools. The position supports the installation, maintenance, and lifecycle management of hardware, software, and peripherals, ensuring systems operate securely and efficiently throughout their usable life.

The Specialist plays a key role in the end-of-life process for UCM-owned technology by preparing devices for replacement or surplus, confirming data sanitization, updating inventory records, and coordinating removal in accordance with institutional standards.

CX Specialists I are expected to work as engaged members of a motivated, culture-driven team focused on excellence, accountability, and collaborative problem solving. They contribute significantly to the team's organizational learning by documenting the narrative of support
—capturing not only what was fixed, but how and why—to enable continuous improvement, training, and service refinement. This role requires empathy, critical thinking, and a strong commitment to delivering a high-quality customer experience that reflects UCM's pursuit of excellence and opportunity for all.

End-User Support and Troubleshooting (35%)

• Respond to technology-support requests submitted via Team Dynamix, phone, chat, and in-person.
• Diagnose and resolve software, hardware, account-access, and network-connectivity issues across Windows, macOS, iOS, and Android.
• Assist users with password resets, Duo multifactor authentication, and account-access troubleshooting.
• Provide guidance and direct customers to online self-help and knowledge-base resources when appropriate to encourage self-service and efficiency.
• Provide remote assistance using enterprise tools such as Big Fix, Jamf, and Google Meet.
• Perform user-account provisioning and permission updates within UCM's systems.
• Participate in a rotational on-call schedule to provide after-hours or weekend support for critical service interruptions and campus events.
• Deliver consistent, courteous, and accurate support while maintaining complete documentation of the support-interaction narrative.

Field Support, Deployment, and Lifecycle Management (35%)

• Install, configure, and maintain UCM-owned computers, printers, and peripherals.
• Support classroom, conference, and lab technology, ensuring readiness for teaching, meetings, and events.
• Assist with operating-system imaging, software deployment, and connectivity troubleshooting.
• Participate in lifecycle-refresh projects by staging, imaging, deploying, and verifying replacement hardware.
• Coordinate collection, sanitization, and processing of end-of-life technology assets for surplus in compliance with data-security standards.
• Maintain asset-data integrity in All Sight, including tagging, assignment, replacement tracking, and surplus documentation.

Documentation and Knowledge Management (20%)

• Create and maintain clear, accurate documentation within the CX Knowledge Base, capturing procedures, lessons learned, and improvement opportunities.
• Record detailed notes in Team Dynamix that document the narrative of support
  —context, resolution, and root cause—to facilitate shared learning and continuous improvement.
• Analyze patterns in recurring issues and communicate findings to Customer Experience Leadership for process refinement.
• Collaborate with teammates to standardize documentation formats and improve knowledge accessibility.
• Ensure records accurately reflect device history, user impact, and resolution pathways to strengthen data-driven…