User Services Consultant II
Job Details
Posting Number: 2026488
Location: San Marcos
Department: Client Solutions
Recruitment Type: Open Recruiting
Job Type: Full-Time
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
- Problem resolution skills including strong analytical, research, and troubleshooting skills
- 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
- Experience with Service Desk end-user technical support in higher education
- Experience with ticket logging, tracking via service management software
- Experience with troubleshooting network connectivity, Banner SIS, Active Directory
- Experience with AWS Connect, Beyond Trust, Team Dynamix
- Skills in Office 365 tools including Teams, Outlook, SharePoint
- Experience installing and supporting Windows, Mac OS, Microsoft Office, Adobe, Zoom
Job Description:
The IT Assistance Center (ITAC) provides technical support to the Texas State University community including software installation, hardware diagnosis, network troubleshooting, and technology consulting. Service delivered face-to-face, remote, chat, email, phone, and on-site.
Job Duties:
- Resolve complex incidents and service requests via multiple channels
- Deliver technical support for hardware, software, network, phones, access management
- Advise users on best practices and problem-solving
- Contribute to projects and update documentation
- Maintain accurate ticket documentation and monitor service levels
- Stay informed about evolving technologies
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