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 Required Qualifications 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 Preferred Qualifications 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 SharePoint Demonstrated experience installing and supporting operating systems and software including: Windows, Mac OS, Microsoft Office, Adobe, Zoom, and other productivity software. Job Description 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. Job Duties 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. 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 contingent upon the outcome of record checks and verifications including, but not limited to, criminal history, driving records, education records, employment verifications, reference checks, and employment eligibility verifications. In accordance with federal law, all new employees must complete the Form I‑9 and provide acceptable documentation verifying their identity and authorization to work in the United States. Texas State University participates in E‑Verify, and employment is contingent upon the successful verification of work authorization. Employees are required to maintain valid work authorization to satisfy the conditions of Form I‑9 at all times during their employment and the university makes no implicit or explicit promises to financially support visa or permanent residency applications. Benefits Exceptional Benefits: Comprehensive health insurance with 100% premium coverage for employees and 50% for dependents, starting on your first day. Generous Time Off: Enjoy vacation, holidays, sick leave, and more to maintain a healthy work‑life balance. Wellness and Balance: Access a FREE wellness program, plus mother and family‑friendly resources to support your personal well‑being. Professional Growth: Explore a wide range of training, development courses, certifications, and educational support programs. Welcoming Campus: Become part of a vibrant Bobcat community with numerous social and professional networks. Tuition Benefits: Take advantage of tuition support for yourself and for your dependent children, making higher education more accessible for your family. Retirement Security: Secure your future with TRS pension, retirement plans, and voluntary savings options with strong employer contributions. #J-18808-Ljbffr Texas State University