Service Desk Representative

Job Posting Title:

Service Desk Representative

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Hiring Department:

ITS Customer Support Services

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Non-Exempt

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Earliest Start Date:

Apr 16, 2024

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Position Duration:

Expected to Continue

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Location:

Texas

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Job Details:

General Notes

Flexible work arrangements are available for this position, including the ability to work remotely. Remote work for individuals who reside outside Texas but within the United States and its territories will be considered and requires Central Office approval.

This position provides life/work balance with typically a 40-hour work week and travel limited to training (e.g., conferences/courses).

Information Technology Services is dedicated to supporting the mission of the University of Texas at Austin of unlocking potential and preparing future leaders of the state.

Your skills will make a difference.

You’ll be working for a university that is internationally recognized for research and the work you do will make a difference in the lives of our students, faculty and staff. If you’re the type of person that wants to know your work has meaning and impact, you’ll like working for our campus. 

The University of Texas at Austin and Information Technology Services provide an outstanding benefits package to our staff. Those benefits include: 

• Competitive health benefits (Employee premiums covered at 100%, family premiums at 50%)
• Vision, Dental, Life, and Disability insurance options
• Paid vacation, sick leave, and holidays
• Teachers Retirement System of Texas (a defined benefit retirement plan)  
• Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b)
• Flexible spending account options for medical and childcare expenses
• Training and conference opportunities
• Tuition assistance
• Athletic ticket discounts
• Access to UT Austin's libraries and museums
• Free rides on all UT Shuttle and Capital metro buses with staff ID card 

For more details, please see:

• https://hr.utexas.edu/prospective/benefits
• https://hr.utexas.edu/current/services/my-total-rewards  ​

This position requires you to maintain internet service and a mobile phone with voice and data plans to be used when required for work. 

Must be authorized to work in the United States on a full-time basis for any employer without sponsorship

Purpose

To serve as the first point of contact to a university community consisting of 70,000 persons with various questions and problems regarding technical and business services. To partner with ITS and local support groups to get our customers back to work and back to class as efficiently as possible. To uphold the vision of Information Technology Services (ITS) as a trusted partner and best value service provider for foundational IT services at UT Austin. 

Responsibilities

Customer Service

• Serve as the first-level contact, providing incident handling and request fulfillment for various IT and business services for the University of Texas community through written or verbal communication. 
• Greets customers in a courteous, friendly, and professional manner. 
• Listens attentively to customer needs/concerns; demonstrates empathy.
• Act as a liaison between customers and internal support staff to ensure accurate issue interpretation and routing for solutions unresolvable by the Service Desk. 
• Maintain communications with customers during the resolution process. 

Operational Excellence

• Provide accurate and timely logging, resolutions, routing, and referrals of customer interactions. 
• Resolve as many user-reported issues as expertise permits using troubleshooting skills and available tools and follow procedures and policies for the handling of support cases. 
• Maintain a productive and efficient pace in handling customer issues.

Continual Service Improvement

• Review and recommend modifications to documentation and procedures.
• Participate in projects to enhance and improve service for customers.
• Hone and develop skills through training and development. 
• Mentoring: Offer direction and guidance to co-workers, part-time students and/or hourly employees. 
• Other related functions as assigned. 

Required Qualifications

• Two or more years of 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 achieve successful outcomes in handling difficult situations and customers.  
• Some knowledge of information technology concepts.  
• Demonstrated analytical and troubleshooting skills.  
• Demonstrated ability to follow prescribed procedures and escalation paths. 
• Demonstrated initiative and ability to act independently to resolve issues and requests. 
• Demonstrated ability to manage multiple priorities and follow through on projects to completion. 

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

• Fluent in Spanish.  
• An Associate's degree or enrolled in a degree program. 
• Two or more years of experience providing information technology support in a call center environment. 
• Certification as an HDI Customer Support Representative, HDI Support Center Analyst, Microsoft Certified Technology Support Specialist, Microsoft Certified IT Professional, or Apple Certified Support Professional.  

Salary Range

$41,000 + depending on qualifications

Working Conditions

• Use of manual dexterity 
• May work around standard office conditions 
• Repetitive use of a keyboard at a workstation 

Required Materials

• Resume/CV
• Letter of interest
• 3 work references with their contact information; at least one reference should be from a supervisor

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded.  Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

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Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

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Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer , complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

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Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form.  You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States.  Documents need to be presented no later than the third day of employment.  Failure to do so will result in loss of employment at the university.

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E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English) [PDF]
• E-Verify Poster (Spanish) [PDF]
• Right To Work Poster (English) [PDF]
• Right To Work Poster (Spanish) [PDF]

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Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031 .

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.