Senior User Service Consultant

Senior User Service Consultant

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.

 Posting Information 

Posting Number  | 2025423
Posting/Functional Title  | Senior User Service Consultant
University Pay Plan Title  | Sr User Service Consultant
Location  | San Marcos
Department  | Client Solutions
Recruitment Type  | Open Recruiting
Job Type  | Full-Time
Funding Source  | Permanent
Monthly Salary  | $5,416
Job Category  | Exempt

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 Date  | 07/29/2025
Job Close Date (posting closes at midnight)  |
Open Until Filled  | Yes
Normal Work Days  | Monday, Tuesday, Wednesday, Thursday, Friday
Normal Work Hours Start  | 8:00AM
Normal Work Hours End  | 5:00PM
Posting Notices  | You 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 Choose Texas State University?  | Join the Texas State Bobcat team and experience a career that offers more than just a job—it’s a path to a brighter future. As a Texas State employee, you’ll enjoy:

Exceptional Benefits: Comprehensive health insurance with 100% premium coverage for employees and 50% for dependents, starting on your first day.
Generous Time Off: Enjoy vacation, holidays, sick leave, and more to maintain a healthy work-life balance.
Wellness and Balance: Access a FREE wellness program, plus mother and family-friendly resources to support your personal well-being.
Professional Growth: Explore a wide range of training, development courses, certifications, and educational support programs.
Welcoming Campus: Become part of a vibrant Bobcat community with numerous social and professional networks.
Tuition Benefits: Take advantage of tuition support for yourself and for your dependent children, making higher education more accessible for your family.
Retirement Security: Secure your future with TRS pension, retirement plans, and voluntary savings options with strong employer contributions.

At Texas State University, you’re not just an employee—you’re a valued member of a thriving and beautiful campus community. Start your journey with us today. https://www.hr.txst.edu/benefits.html
Quick Link  | https://jobs.hr.txstate.edu/postings/52459

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