Title: User Services Advisor

Department: IT

Campus Location: Trinity River Campus

Employee Classification: CSV - Computer Sciences

Position Type: FT - Regular

Grant Funded: No 

Compensation Details:  Starting Pay - $54,080

Work Hours: Monday - Friday 9:00am - 6:00pm

Remote Eligible: This position is not eligible for remote work

Special Instructions to Applicant:

Job Summary:

Reporting to the Manager of User Services, the User Services Advisor is responsible for installing, modifying making minor repairs to microcomputer hardware and software systems, and provides technical assistance and training to system users.

Primary Duties and Responsibilities:

Essential Performance Requirements*
⦁ Provides technical support and customer service to end users
⦁ Troubleshoots, diagnoses and resolves Tier 1 & Tier 2 service and support requests
⦁ Enters, maintains and responds to support/task tickets using the ITSM system
⦁ Researches solutions using available information resources
⦁ Advises user on appropriate action, walk customers through problem solving process
⦁ Identifies and prioritizes situations requiring urgent attention
⦁ Escalates unresolved queries to the next level of support
⦁ Tracks and routes problems and requests and document resolutions

Service Excellence
⦁ Attends the workplace regularly, reports to work punctually, and follows a work schedule to keep up with the demands of the worksite
⦁ Completes all required training and professional development sessions sponsored through Tarrant County College (TCC)
⦁ Supports the mission, values, and goals and principles of the College

Supervision
⦁ Works under the general supervision of the Manager of User Services

*Performs Other Related Tasks as Required

The duties listed are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Required Minimum Qualifications:

⦁ Associate's degree or 60 college hours and two (2) years of working experience related to the Essential Performance Requirements; or an equivalent combination of education and experience

Preferred Qualifications:

⦁ Bachelor's degree
⦁ At least one (1) year's working experience in higher education related to the Essential Performance Requirements

Knowledge, Skills and Abilities:

⦁ Knowledge of computer systems and problem-solving techniques
⦁ Skilled in excellent customer service and interpersonal skills
⦁ Skilled using applications and enterprise systems, including word processing, spreadsheet, and presentation software
⦁ Ability to work effectively in a collaborative environment
⦁ Ability to think critically to effectively solve and communicate problems in a fast-paced environment where the demands for work are varied, and unpredictable in scope and volume
⦁ Ability to analyze data and provide sound recommendations based on policy, procedure, practice, and existing regulations
⦁ Ability to delegate work appropriately to faculty and staff to meet College and campus deliverables

Physical Demands and Work Environment:

Physical Demands
The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee is occasionally required to stand, walk, and climb or balance. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment
The work environment characteristics described here are representatives of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee occasionally works near moving mechanical parts and is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually quiet.

Accommodation/EEO Statement:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.