Work-Study & Non-Work-Study: Service Desk Consultant I

Provide first-level contact, incident handling, and request fulfillment for a variety of IT and business services for the University of Texas community through written or verbal communication. Provide accurate and timely logging of incidents, requests, and resolutions for problems in the problem management program. Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process. Resolve as many user-reported problems as expertise permits using advanced troubleshooting skills and available tools (SOPs, knowledge base, tier 2 support, etc.) and following procedures and policies for the handling of support cases. Additional duties vary based on incoming staff requests and departmental needs. There is the possibility of semester-by-semester renewal based on performance and departmental needs.

Experience in a customer service environment. Passion for helping people, using excellent verbal and written communication skills. Ability to work and adapt to a fast-paced, ever-changing environment. Demonstrated ability to effectively communicate by phone and in person. Demonstrated ability to follow prescribed procedures and escalation paths. Demonstrated initiative and ability to act independently to resolve issues and requests. Enrolled or enrolled in the last consecutive semester in 6 or more credit hours.

Fluent in Spanish. Some knowledge of information technology concepts. Demonstrated ability to manage multiple priorities and follow through to completion. Demonstrated analytical and troubleshooting skills.

Work Arrangement: Hybrid work arrangement (In-Office & Remote work)