Senior Specialist, User Services

Tarrant Community College Jobs; Texas; On-site; USD 51,000 - 67,000; Full time

Job summary

Tarrant County College District is seeking a Senior Specialist, User Services to deliver end-user technical support across the district, meeting service level objectives for response and resolution. The role focuses on administrative tasks across Active Directory, Azure/Entra ID, Exchange, and Office 365, with an emphasis on documenting procedures and maintaining system knowledge.

The position operates in a structured on-site environment with regular hours.

Qualifications

• Associate's degree or 60 college hours and four (4) years' of working experience related to the Essential Performance Requirements; or any equivalent combination of education and work-related experience

Responsibilities

• Performs account administration (create/modify Active Directory, Azure/EntraID, Exchange, Colleague accounts)
• Creates and maintains email distribution list, shared drives and Office 365 Groups
• Provides 2nd-tier customer support by communicating with customers, troubleshooting, resolving and documenting issues and solutions
• Keeps up to date on all IT User Support processes and procedures
• Answers client's inquiries via email and/or via telephone concerning systems operation and operator problems
• Recommends or performs minor remedial actions to correct problems based on knowledge of system operation
• Refers major system problems to service personnel for correction
• Attends technical conferences and seminars to keep abreast of new software and hardware product developments
• Maintains complete documentation of operating procedures

Skills

Active Directory/Entra ID

Azure/Entra ID

Office 365

Email administration

Customer support

PowerShell

Education

Associate's degree or 60 college hours

Bachelor's degree

Tools

Exchange

Office 365 admin tools

AD administration tools

Job description

Title: Senior Specialist, User Services

Department: DT Campus Support Services

Campus Location: TCCD District Offices

Employee Classification: APT - Administrative

Position Type: FT - Regular

Grant Funded: No

Pay Frequency: Monthly

Compensation Details: Starting Pay - 55,700; Commensurate with education and experience

Work Hours: Monday - Friday 8:00am - 5:00pm

Remote Eligible: This position is not eligible for remote work

Job Summary

This role provides technical support services to end users to meet established service level objectives for response and resolution, supporting end users across the district and performing a range of Help Desk–related duties.

Essential Performance Requirements*

• Performs account administration (create/modify Active Directory, Azure/EntralD, Exchange, Colleague accounts)
• Creates and maintains email distribution list, shared drives and Office 365 Groups
• Provides 2nd-tier customer support by communicating with customers, troubleshooting, resolving and documenting issues and solutions
• Keeps up to date on all IT User Support processes and procedures
• Answers client's inquiries via email and/or via telephone concerning systems operation and operator problems
• Recommends or performs minor remedial actions to correct problems based on knowledge of system operation
• Refers major system problems to service personnel for correction
• Attends technical conferences and seminars to keep abreast of new software and hardware product developments
• Maintains complete documentation of operating procedures

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, goals, and principles of the College

Supervision

• Works under the general supervision of the assigned department leader

*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 four (4) years' of working experience related to the Essential Performance Requirements; or any equivalent combination of education and work-related experience

Preferred Qualifications

• Bachelor's degree
• At least one (1) years' professional working experience in higher education
• At least two (2) years' professional working experience providing support for Azure/Entra ID
• At least two (2) years' professional working experience providing support for Active Directory account administration and management
• At least five (5) years' professional working experience providing technical support services in a higher education environment

Knowledge, Skills and Abilities

• Knowledge of database structures
• Knowledge of operating system scripting in PowerShell and/or Bash
• Skilled in excellent customer service and interpersonal relationships
• Skilled using Azure Active Directory applications and enterprise systems, including the Microsoft Office suite and the Microsoft 365 platform
• 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 perform and prioritize multiple tasks seamlessly while exhibiting strong attention to detail and organization
• Ability to process, resolve and regularly update a large number of service requests concurrently.

Physical Demands

The physical demands described here are representative 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 10 pounds unassisted, or up to 25 pounds with the assistance of other employees or equipment as appropriate. 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

Tarrant County College is committed to providing equal access to its employment process. Reasonable accommodations are available to qualified applicants who need an accommodation to participate in the application, interview, assessment, or selection process. To request an accommodation, contact The Office of Human Resources via email at [e-mail].