Specialist, User Services

Tarrant County College; Fort Worth (TX); On-site; USD 45,000 - 46,000; Full time

Job summary

Tarrant County College is seeking a Specialist in User Services to support installation, modification, and repair of hardware and software systems and to provide technical assistance and user training.

The role focuses on customer-first IT support, problem solving, and routine staff training, with a 9-to-6 schedule and on-site campus location at the TCCD District Offices.

Qualifications

• Associate's degree or 60 college hours and three (3) years' of working experience related to the Essential Performance Requirements, or an equivalent combination of education and work-related experience
• Bachelor's degree preferred and higher education experience in IT support is advantageous

Responsibilities

• 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, walks customers through problem solving
• Identifies and prioritizes situations requiring urgent attention
• Escalates unresolved queries to the next level of support
• Tracks and routes problems and documents resolutions

Skills

EntraID

Active Directory

Helpdesk

Customer service

Troubleshooting

IT support

Education

Associate degree or 60 college hours

Bachelor's degree preferred

Tools

EntraID

Active Directory

Job description

Title: Specialist, User Services

Department: IT Business Administration

Campus Location: TCCD District Offices

Employee Classification: CSV - Computer Sciences

Position Type: FT - Regular

Grant Funded: No

Pay Frequency: Monthly

Compensation Details: Starting Pay - $45,900

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

Remote Eligible: This position is not eligible for remotework

Job Summary

Reporting to the assigned department leader, this role supports theinstallation, modification, and minor repair of equipment hardwareand software systems, and provides technical assistance and usertraining.

Primary Duties and Responsibilities

Essential Performance Requirements*

• Provides technical support and customer service to endusers
• Troubleshoots, diagnoses and resolves Tier 1 & Tier 2 serviceand support requests
• Enters, maintains and responds to support/task tickets using theITSM system
• Researches solutions using available information resources
• Advises user on appropriate action, walk customers throughproblem solving process
• Identifies and prioritizes situations requiring urgentattention
• Escalates unresolved queries to the next level of support
• Tracks and routes problems and requests and documentresolutions

Service Excellence

• Attends the workplace regularly, reports to work punctually, andfollows a work schedule to keep up with the demands of theworksite
• Completes all required training and professional developmentsessions sponsored through Tarrant County College (TCC)
• Supports the mission, values, and goals and principles of theCollege

Supervision

• Works under the general supervision of the assigned departmentleader

*Performs Other Related Tasks as Required

The duties listed are intended only as illustrations of thevarious types of work that may be performed. The omission ofspecific statements of duties does not exclude them from theposition if the work is similar, related or a logical assignment tothe position. The job description does not constitute an employmentagreement between the employer and employee and is subject tochange by the employer as the needs of the employer andrequirements of the job change.

Required Minimum Qualifications

Associate's degree or 60 college hours and three (3) years' ofworking experience related to the Essential PerformanceRequirements; or an equivalent combination of education andwork-related experience

Preferred Qualifications

• Bachelor's degree
• At least one (1) year’s working experience working in highereducation related to the Essential Performance Requirements
• At least one (1) year’s working experience with EntraID,Experience with Active Directory, and Experience in a helpdesk/customer support role

Knowledge, Skills and Abilities

• Knowledge of computer systems and problem-solvingtechniques
• Skilled in excellent customer service and interpersonalskills
• Skilled using applications and enterprise systems, including wordprocessing, spreadsheet, and presentation software
• Ability to work effectively in a collaborative environment
• Ability to think critically to effectively solve and communicateproblems in a fast-paced environment where the demands for work arevaried, and unpredictable in scope and volume
• Ability to analyze data and provide sound recommendations basedon policy, procedure, practice, and existing regulations
• Ability to delegate work appropriately to faculty and staff tomeet College and campus deliverables

Physical Demands

The physical demands described here are representatives of thosethat must be met by an employee to successfully perform theessential functions of this job. While performing the duties ofthis job, the employee is frequently required to sit; use hands tofinger, handle, or feel objects, tools, or controls; reach withhands and arms; and talk or hear. The employee is occasionallyrequired to stand, walk, and climb or balance. The employee mustoccasionally lift and/or move up to 25 pounds. Specific visionabilities required by this job include close vision, distancevision, color vision, peripheral vision, depth perception, and theability to adjust focus.

Work Environment

The work environment characteristics described here arerepresentatives of those an employee encounters while performingthe essential functions of this job. While performing the duties ofthis job, the employee occasionally works near moving mechanicalparts and is occasionally exposed to risk of electrical shock. Thenoise level in the work environment is usually quiet.

Accommodation/EEO Statement

Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential duties andresponsibilities.