Job Information
Tarleton State University End User Support Specialist I in Stephenville, Texas
Job Title
End User Support Specialist I
Agency
Tarleton State University
Department
User Support
Proposed Minimum Salary
Commensurate
Job Location
Stephenville, Texas
Job Type
Staff
Job Description
The End User Support Specialist I, under general supervision, helps train and motivate support center representatives as they answer questions, handle complaints, and provide support for clients. Assist in hiring and training employees, monitoring representative progress, and coaching them to cultivate the knowledge and skills to provide excellent service to customers by following Information Technology Service Management (ITSM) principles and practices.
Work hours: Mon-Fri; 8 AM-5 PM or as work requirements indicate; After hours may be required.; Position is in-office and located in Stephenville Texas, Must be able to work remotely at the request of the University.
Requires CJIS Level 3; Criminal Justice Information System Fingerprint Background Check.
Responsibilities:
30% Help train and motivate support center representatives as they answer questions, handle complaints, and provide support for clients. Assist in hiring and training employees, monitoring representative progress, and coaching them to cultivate the knowledge and skills to provide excellent service to customers.
30% Answer agent questions regarding best practices or difficult calls. Ensure agents understand and comply with all support center objectives, performance standards, and policies. Follow IT Service Management (ITSM) principles and practices to achieve organizational goals and overall business objectives.
20% Coordinates the technical activities of the student technicians. Provides planning, scheduling, training for support center services and personnel. Maintains regular communication and coordination with all campus customers. Oversight of student technician work activities, escalation of customer requests to IT Services staff as necessary.
10% Provides back-up coverage for support center agents
10% Collaborates with other technical staff on the implementation of new technology deployments. Other duties may be assigned.
Required Education and Experience:
Bachelor’s degree in applicable field or equivalent combination of education and experience.
Four months of related experience
Required Knowledge, Skills and Abilities:
Knowledge of Enterprise systems, technical proficiency and understanding in/of Products/Services. Demonstrated customer support skills, proficiency with Microsoft Office applications.
Ability to multitask and work cooperatively with others.
Preferred Experience:
Technical support work experience in a higher education environment
Two years of experience in the field of information technology support.
Compensation & Benefits:
Commensurate with experience.
The target base annual salary range is commensurate and may be negotiable based on funding availability and candidate experience/skillset in relation to the minimum requirements of this position. Tarleton State University offers a career filled with purpose and opportunity in addition to competitive wages. As part of the Tarleton family, the following benefits are also available to full time and qualifying part time employees:
Educational Benefits - employee perks that help enrich, grow, and foster career and professional development:
Family Education Benefit (Tuition Scholarship) (https://www.tarleton.edu/scholarships/employees/) – scholarship opportunities for Tarleton employees, their spouses, or their dependents available after 6 months of continued full-time employment. Click the link to learn more about this incredible Texan benefit!
Masters Educational Assistance (https://www.tarleton.edu/hr/masters-educational-assistance-eligibility-guidelines/) – is designed to invest in and assist employees further their knowledge, skills, and job effectiveness through 100% of eligible tuition and fees being paid on enrollment. Click link for additional guidelines and details!
Doctoral Educational Assistance (https://www.tarleton.edu/hr/doctoral-edu-guidelines/) – Full-time budgeted employees at all A&M System Universities, Agencies, and System Offices are qualified for reimbursement of tuition and mandatory fees. Eligibility: This program is applicable to the pursuit of a first doctorate degree only to full-time, budgeted employees who have been in a position no less than 2 long semesters. Click the link for additional details!
Employee Health, Wellness, and Financial Planning (https://www.tarleton.edu/hr/benefits/)
Fully covered employee health insurance
Reimbursement of Insurance Premium Deductions! The State of Texas contributes to eligible employees’ insurance coverages as of the 1st day of the month following 60 days of employment in an eligible position. For those who elect coverage PRIOR to the first of the month after 60 days of employment, Tarleton State University will reimburse employees the State contribution towards health coverage during those first 60 days.
Dental insurance
Vision insurance
Retirement and Insurance programs
Paid Leave (https://www.tarleton.edu/hr/benefits/)
Tarleton employees enjoy one of the greatest PTO packages in the area!
Paid sick leave
Holiday pay
Vacation
Longevity pay
Paid Birthday Leave – Tarleton State University awards all leave-eligible employees paid time off for their birthday!
Other
Complimentary tickets to all Athletic and Performing Fine Arts events!
Tarleton Employees enjoy two complimentary general admission tickets for athletics and performing fine arts events on campus! Join Texan Nation on the bleachers or in the auditorium.
Employee Wellness Release Time
Staff Gym Membership Discount with Campus Recreation
and other Tarleton Discounts
Qualified candidates are encouraged to submit a completed application for consideration. Initial review of applications will begin immediately and continue until position is filled.
Application Procedure:
During the application process applicants have one opportunity to enter the requested information, upload documents and Submit the application. Applicants will not be able to make changes or add additional documents once the application materials have been submitted via "Submit" action.
Employment applications must include:
Completed online application
Cover Letter / Letter of Interest addressing qualifications
Curriculum Vitae or Resume
At least 3 current professional references and their full contact information
Applications received by Tarleton State University must have all job application data entered. Failure to provide all job application data could result in an invalid submission and a rejected application. “See resume” is not an acceptable entry in the job application. Incomplete applications will not be considered.
All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution’s verification of credentials and/or other information required by the institution’s procedures, including the completion of the criminal history check.
Equal Opportunity/Affirmative Action/Veterans/Disability Employer.
Founded in 1899, Tarleton State University a founding member of The Texas A&M University System, has a rich history and tradition through generations that have inspired educational excellence. Tarleton maintains a commitment to transformational student experiences and career readiness supported by engaged faculty, staff, and alumni mentors. Tarleton State University is accredited by the Southern Association of Colleges and Schools Commission on Colleges (SACSCOC), earned the prestigious designation of Doctoral Universities: High Research Activity by the Carnegie Classification of Institutions of Higher Education, and is a member of the NCAA Division I, Western Athletic Conference.
Strategic Planning for the Next Decade - Tarleton Forward 2030 (https://web.tarleton.edu/tarletonforward/)
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Employee Services (https://www.tarleton.edu/hr/index.html)
Benefits
University Leadership (https://web.tarleton.edu/president/)
Research and Economic Development
Traditions and History (https://www.tarleton.edu/traditions/index.html)
Tarleton State University is an Equal Opportunity/ Affirmative Action/ Veterans/ Disability Employer. If you have questions about submitting your application, please contact employment@tarleton.edu .