The posting
Job Posting Title:
Student Consultant I
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Hiring Department:
Enterprise Technology - Customer Support
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Position Open To:
All Applicants
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Weekly Scheduled Hours:
19
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FLSA Status:
To Be Determined at Offer
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Earliest Start Date:
Ongoing
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Position Duration:
Limited Duration Based on Business Need
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Location:
AUSTIN, TX
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Job Details:
General Notes
Enterprise Technology is dedicated to supporting the mission of the University of Texas at Austin of unlocking potential and preparing future leaders of the state.
Your skills will make a difference
You’ll be working for a university that is internationally recognized for research and the work you do will make a difference in the lives of our students, faculty and staff. If you’re the type of person that wants to know your work has meaning and impact, you’ll like working for our campus.
Career Competencies Gained:
- Communicate in a clear and organized manner so that others can effectively understand
- Make decisions and solve problems using sound reasoning and judgment
- Demonstrate integrity and accountability to oneself, others, and the organization
We will be hiring WS and Non-WS student employees for this position.
Purpose
This role delivers first-level IT and business service support to the University of Texas community by handling incidents and requests through clear communication. It involves troubleshooting issues, documenting resolutions, and coordinating with internal teams to ensure effective problem resolution. Additional responsibilities vary based on departmental needs.
Responsibilities
- Customer Service Support: Serve as the first-level contact, providing incident handling and request fulfillment for various IT and business services for the University of Texas community through written or verbal communication. Greets customers in a courteous, friendly, and professional manner. Listens attentively to customer needs/concerns; demonstrates empathy. Act as a liaison between customers and internal support staff to ensure accurate issue interpretation and routing for solutions unresolvable by the Service Desk. Maintain communications with customers during the resolution process
- Operational Excellence: Provide accurate and timely logging, resolutions, routing, and referrals of customer interactions. Resolve as many user-reported issues as expertise permits using troubleshooting skills and available tools and follow procedures and policies for the handling of support cases. Maintain a productive and efficient pace in handling customer issues
- Continual Service Improvement: Review and recommend modifications to documentation and procedures. Participate occasionally in projects to enhance and improve service for customers. Hone and develop skills through training and development. Other related functions as assigned
Required Qualifications
- 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
- Must have a reliable home internet connection
Relevant education and experience may be substituted as appropriate.
Preferred Qualifications
- Undergraduate students: Freshman - Junior
- Fluent in Spanish
- knowledge of information technology concepts
- Experience in a customer service environment
- Demonstrated ability to manage multiple priorities and follow through to completion
- Demonstrated analytical and troubleshooting skills
- Must be available to work maximum 19 hours/week
- Must be available to work minimum 15 hours/week
Pay
$15 - $15.50 depending on qualifications/hour
Working Conditions
- Location: Austin, TX
- Allow Remote Workers
- Fully Remote with the option to work in office
- Available to work a minimum of 15 hours/week
- Must have a reliable home internet connection
Work Shift
The Service Desk’s hours of operations are 6am – 9pm on Weekdays and 10am – 5pm on Weekends. We offer different types of shifts based on employee availability and production needs. Shifts will be assigned during the time frames below:
- Monday – Friday: 6 AM – 9 PM
- Saturday – Sunday: 10 AM – 5 PM
Required Materials
- Resume/CV
Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes.
Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.
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Employment Eligibility:
Please confirm your eligibility for this position here: http://www.utexas.edu/hr/student/student_non-acad_employment.html#cond_SNAEmp
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Retirement Plan Eligibility:
Students in this position may choose to enroll in the UTSaver voluntary retirement programs.
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Background Checks:
A criminal history background check will be required for finalist(s) under consideration for this position.
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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.
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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.
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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.
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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) [PDF]
- E-Verify Poster (Spanish) [PDF]
- Right To Work Poster (English) [PDF]
- Right To Work Poster (Spanish) [PDF]
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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). 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.
