Customer Experience Specialist

Overview

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.

Primary responsibilities are organized into four areas with corresponding percentages of time:

• 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.

• 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.