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) – 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 – 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 – 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

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

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.