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Posting Information

Posting Number2025423

Posting/Functional TitleSenior User Service Consultant

University Pay Plan TitleSr User Service Consultant

LocationSan Marcos

DepartmentClient Solutions

Recruitment TypeOpen to All

Job TypeFull-Time

Funding SourcePermanent

Monthly Salary$5,000.00

Job CategoryExempt

Required Qualifications: Applicants must specifically address how they meet these required qualifications to meet the requirements of the position.

+ Demonstrated experience providing exceptional customer service.

+ Must demonstrate strong written and verbal communication skills, with the ability to clearly explain complex or technical information to diverse audiences.

+ Experience installing, configuring, and supporting Windows and macOS operating systems, as well as commonly used software such as Microsoft Office, Adobe products, and other productivity tools.

+ Experience in diagnosing and resolving complex technical issues. Strong analytical and research capabilities with a methodical approach to troubleshooting a wide range of hardware, software, and system-related challenges.

+ Strong interpersonal and teamwork skills, with a collaborative approach to problem-solving and service delivery.

+ Demonstrated ability to manage multiple priorities efficiently in fast-paced, high-pressure environments.

+ Strong organizational and time management skills with keen attention to detail.

+ Demonstrated initiative while thriving in both independent and team settings.

+ Willingness to work extended or irregular hours, occasionally on short notice, to support project timelines and ensure consistent service delivery.

Preferred Qualifications

+ Experienced coaching and mentoring technical staff, effectively delegating tasks, and providing constructive, actionable feedback.

+ Proficient in using IT service management ( ITSM ) platforms, including Cherwell/ TDX , to log, track, and resolve incidents.

+ Strong background in asset tracking, inventory auditing, and maintaining accurate records of hardware and software assets within large-scale environments.

+ Experienced with desktop management solutions for both Apple and Windows environments.

+ Experience with database administration and the development, configuration, and maintenance of IT service management systems such as Cherwell or TDX .

+ Knowledgeable in ITIL Foundations and IT Service Management principles or Agile training applying best practices to optimize service delivery and enhance the end-user experience.

Job Description

Responsible for leading the San Marcos campus Service Center by managing daily operations, delivering advanced technical support, and ensuring high-quality customer service in a dynamic, client-facing environment.

Reports directly to the Assistant Director of ITAC – Client Solutions.

Job Duties

+ Lead daily operations of the ITAC Service Center on the San Marcos campus.

+ Provide in-person, walk-up, and on-site technical support to the university community.

+ Deliver high-level technical assistance, including hardware repair, software troubleshooting, and malware remediation.

+ Ensure exceptional customer service by fostering a solution-focused support environment and effectively managing complex in-person escalations, including dissatisfied clients and unsupported requests.

+ Oversee the intake, triage, and expedited repair of computing devices.

+ Collaborate with end users and IT teams to implement effective solutions and ensure issues are resolved efficiently.

+ Accurately manage sales, returns, and invoicing while overseeing inventory tracking, conducting audits, and ensuring proper documentation and retail operations at the ITAC Service Center.

+ Create, review, and maintain documentation such as standard operating procedures, knowledge base articles, and internal policies, while identifying process improvement opportunities and developing targeted training materials to enhance team capability and knowledge retention.

+ Track and analyze team and individual performance metrics to drive service excellence.

+ Supervise and develop service desk staff, fostering a positive and collaborative team culture.

+ Stay current with evolving technologies and trends relevant to higher education IT environments.

Additional Information to Applicants

This position is not eligible for remote work.

A professional appearance and business casual attire are required, as this role regularly interacts with VIPs, executive leadership, and other high-profile members of the university community.

ITAC will not sponsor or transfer visa sponsorship for this position.

Job Open Date04/28/2025

Job Close Date (posting closes at midnight)

Open Until FilledYes

Normal Work DaysMonday, Tuesday, Wednesday, Thursday, Friday

Normal Work Hours Start8:00AM

Normal Work Hours End5:00PM

Posting NoticesYou will be required to electronically attach a resume, cover letter, and list of references to your application.

Legal and Required Notices

Texas State University is an Equal Employment Opportunity/Affirmative Action Employer.

Employment with Texas State University is contingent upon the outcome of record checks and verifications including, but not limited to, criminal history, driving records, education records, employment verifications, reference checks, and employment eligibility verifications.

Why work @ Texas State?

• Amazing health insurance: various coverage options starting your first day of employment for full-time employees with Texas State paying 100% of the employee premium and 50% for your dependents!

• Generous paid time off: vacation, holidays, sick days and many more!

• Excellent work life balance resources: mother and family-friendly resources in addition to a comprehensive FREE wellness program

• Great training and development opportunities: choose from a variety of classroom and online course offerings, learning resources, certifications, and employee educational support programs.

• An inclusive Bobcat community: join our many social networks offered on and off-campus

• Retirement peace of mind: TRS pension, retirement plans and voluntary saving options with generous employer contributions

By joining the Texas State Bobcat team, you’ll be a part of one of the most beautiful, welcoming, and growing universities in the nation.

Quick Linkhttps://jobs.hr.txstate.edu/postings/52459

Applicant Document