Student Consultant I

University of Texas; Austin (TX); Hybrid; USD 17,047 - 24,280; Part time

Benefits offered by this job

Hybrid work arrangement

Job summary

The University of Texas at Austin is seeking a part-time IT support liaison to provide first-level help desk services for the campus community. The role involves multi-channel communication, incident logging, and basic troubleshooting to fulfill requests.

You will work up to 14 hours per week in a hybrid model, with on-site and remote options in Austin, TX. Strong communication skills and a customer-service mindset are essential.

Qualifications

• Experience in a customer service environment.
• Strong verbal and written communication skills.
• Ability to adapt to a fast-paced setting and changing tasks.
• Ability to communicate by phone and in person effectively.
• Ability to follow prescribed procedures and escalation paths.
• Demonstrated initiative and independent issue resolution.
• Enrolled in the last consecutive semester in 6+ credit hours.

Responsibilities

• Provide first-level contact, incident handling, and request fulfillment for IT and business services.
• Log incidents and requests accurately in the problem management system.
• Act as liaison between customers and internal support staff.
• Resolve issues using available SOPs, knowledge bases, and tier 2 support as needed.
• Handle additional duties based on departmental needs.

Skills

Customer service experience

Excellent verbal and written comms

Fast-paced environment adaptability

Phone and in-person communication

Follow procedures and escalation paths

Initiative and independent issue-resol

Enrollment in 6+ credit hours (current

Education

University student in 6+ credits

Job description

Job Details

Purpose Provide first-level contact, multi-channel support, and IT resources for end users. Provide level 1 resolutions and metric based information gathering for our Enterprise Technology partners. Gather Feedback around the tools and their impact on our end users' daily work.

Location: AUSTIN, TX

Weekly Scheduled Hours: 14

Responsibilities

• Provide first-level contact, incident handling, and request fulfillment for a variety of IT and business services for the University of Texas community through written or verbal communication through the phone.
• Resolve as many user-reported problems as expertise permits using advanced troubleshooting skills and available tools (SOPs, knowledge base, tier 2 support, etc.) and following procedures and policies for the handling of support cases.
• Provide accurate and timely logging of incidents, requests, and resolutions for problems in the problem management program.
• Act as a liaison between customers and internal support staff to assure accurate problem interpretation.
• Additional duties vary based on incoming staff requests and departmental needs.

Required Qualifications

• 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 follow prescribed procedures and escalation paths.
• Demonstrated initiative and ability to act independently to resolve issues and requests.
• Enrolled or enrolled in the last consecutive semester in 6 or more credit hours.

Preferred Qualifications

• Undergraduate students: Freshman - Juniors preferred.
• Fluent in Spanish (+$0.50 + hourly pay).
• Some knowledge of information technology concepts.
• Demonstrated ability to manage multiple priorities and follow through to completion.
• Demonstrated analytical and troubleshooting skills.

Salary

Salary Range $15/hour

Working Conditions

Use of keyboard Manual dexterity. Work Shift Working up to 14 hours a week 6 am - 9 pm, Monday – Friday; 10 am - 5 pm, Saturday & Sunday. Hybrid work arrangement - Must be able to work In-Person and remotely.

Required Materials

Resume/CV

Employment Eligibility

Please make sure you meet all the required qualifications and you can perform all of the essential functions with or without a reasonable accommodation.

Retirement Plan Eligibility

Students in this position may choose to enroll in the UTSaver voluntary retirement programs.

Background Checks

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

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.

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.

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.

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 and Spanish) [PDF] Right to Work Poster (English) [PDF] Right to Work Poster (Spanish) [PDF]

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) and (the rest). 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.

UT Austin is a Tobacco-free Campus