What are the responsibilities and job description for the Enteprise Tech Customer Support Rep- VPIR position at University of Texas at El Paso?
The Technology Support Analyst functions as the key point of contact for all incoming technology requests using a variety of tools and techniques, including phone, chat, e-mail, in-person help and the ticketing management system for Technology Support.
Essential Functions
Deliver a high level of customer service in a collaborative environment with a focus on helping customers resolve issues as a first point of contact.
Deliver clear, concise verbal and written communication and active listening skills to achieve effective problem solving with users of various skill levels.
Mange customer problem tickets until problem resolution has been reached by accurately and efficiently documenting, prioritizing, organizing, tracking and providing consistent customer follow-up.
Administer and manage online account(s) that provide access to the University web portal, O365 portal, Wi-Fi, University computer systems and other miscellaneous web applications.
Perform routine computer and application related problems via remote troubleshooting through diagnostic techniques and pertinent questions.
Deliver software installations/upgrades/patches and license management via remote tools and techniques such as software management software centers and other tools.
Perform configuring/syncing/troubleshooting of mobile operating systems and devices related but not limited to email configuration, Wi-Fi and VPN connection, specialized application and web browser plug-in installation.
Promote & encourage relevant and applicable online customer self-service options.
Participate in technical and customer service training, including self-paced and other staff development activities on an ongoing basis.
Knowledge of all Microsoft Office software and able to learn and use institutional software systems.
Complies with all State and University policies.
Other duties may be assigned.
Supervisory Responsibilities: No supervisory responsibilities.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required Qualifications:
Education: High school diploma or general education degree (GED).
and
Experience: One year of experience, related to the statement of duties
and responsibilities; or equivalent combination of education and experience.
Additional Information
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee must frequently stand and walk. The employee must regularly sit; use hands to feel; reach with hands and arms; and talk or hear. The employee must lift and move up to 50 pounds.
The noise level for this work environment is usually moderate.
In keeping with its access, excellence and impact mission, The University of Texas at El Paso is committed to an open, diverse, and inclusive learning and working environment that honors the talents, respects the differences, and nurtures the growth and development of all. We seek to attract faculty and staff who share our commitment.
The University of Texas at El Paso is an Equal Opportunity/Affirmative Action employer. The University does not discriminate on the basis of race, color, national origin, sex, religion, age, disability, genetic information, veteran status, sexual orientation, or gender identity in employment or the provision of services in accordance with state and federal law. Discrimination on the basis of sex includes an employee’s or prospective employee’s right to be free from sexual harassment under Title IX of the Higher Education Amendments of 1972. Inquiries—including the filing of a Formal Complaint or reporting an incident—about the application of Title IX may be referred to the Title IX Coordinator, who can be reached by phone at (915) 747-8358, by email at titleix@utep.edu, or by mail at 500 W. University Ave., El Paso, TX, Kelly Hall, Room 312.
For accommodation information for employees and applicants with disabilities, please contact UTEP's Equal Opportunity Office at eoaa@utep.edu.
