User Services Consultant II

San Marcos, TX Texas State University User Services Consultant II Posting Number:

2026488

Location:

San Marcos Department:

Client Solutions Recruitment Type:

Open Recruiting Job Type:

Full-Time Monthly Salary:

$4,369.17

Job Category:

Non-Exempt Required Qualifications:

Demonstrated high-level of support for faculty and student issues in Learning Management System (Canvas, etc.) tools Demonstrated experience providing exceptional customer service and end-user support Must demonstrate strong written and verbal communication skills, with the ability to clearly explain complex or technical information to diverse audiences. Problem resolution skills to include strong analytical, research, and troubleshooting skills; able to fix increasingly complex technical problems Strong organizational skills and attention to detail Ability to follow complex written and verbal instructions

Preferred Qualifications:

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. Experience with Service Desk (Help Desk) end-user technical support in a higher education environment Experience with ticket logging, tracking, and reporting via service management software Experience with troubleshooting network connectivity Experience with Banner SIS, and Active Directory security group creation/maintenance Experience with troubleshooting and administration of two factor authentication software and devices Experience with AWS Connect, Beyond Trust, Team Dynamix, and other support center technologies Skills in Office 365 collaborative tools including Teams, Outlook, and SharePoint Demonstrated experience installing and supporting operating systems and software including: Windows, Mac OS, Microsoft Office, Adobe, Zoom, and other productivity software.

Job Description:

The IT Assistance Center (ITAC) in the division of Information Technology is seeking a professional to work within a customer-focused team to provide technical support to the Texas State University community. This position is responsible for responding to and resolving requests for assistance with various computer applications and processes including software installation and troubleshooting, hardware diagnosis, network and telecommunication troubleshooting, and consulting on technology topics. Service is primarily delivered face-to-face, but also via remote administration, chat, e-mail, phone support, and on-site visits. This position will be focused on providing support out of the ITAC Support Services team (call center) and will be tasked with supporting incoming and escalated requests for a wide range of IT solutions and services. The User Services Consultant 2 reports to the Assistant Director-Client Solutions.

Job Duties:

Address and resolve complex incidents and service requests using a range of computer applications and processes through face-to-face interactions, remote administration, web-chat, email, phone support, and on-site visits. Deliver technical support for hardware, software, network connectivity, phones, access management, and support procedures. Advise users on best practices, advanced applications, and problem-solving strategies to fulfill their technology requirements. Contribute to projects and activities, ensuring deadlines are met. Review and update documentation for standard operating procedures, knowledge articles, and policies relevant to ITAC personnel. Maintain accurate documentation of user records and incidents within the service management ticketing system, ensuring tickets are properly logged, tracked, and updated. Monitor personal service levels and metrics to promote continuous improvement. Stay informed about evolving and current technologies and methodologies. Research new and emerging technologies that may impact the Texas State University computing environment, evaluate their potential effects, and report findings. Additional Information to

Applicants:

Job Open Date:

04/24/2026

Job Close Date:

Open Until Filled:

Yes Normal Work Days:

Monday, Tuesday, Wednesday, Thursday, Friday Normal Work Hours Start:

8:00

AM Normal Work Hours End:

5:00

PM Posting Notices:

Legal and Required Notices:

Texas State University is committed to a policy of non-discrimination and equal opportunity for all persons regardless of race, sex, color, religion, national origin or ancestry, age, marital status, disability, veteran status, or any other basis protected by federal or state law in employment, educational programs, and activities and admissions. 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. In accordance with federal law, all new employees must complete the Form I-9 and provide acceptable documentation verifying their identity and authorization to work in the United States. Texas State University participates in E-Verify, and employment is contingent upon the successful verification of work authorization. Employees are required to maintain valid work authorization to satisfy the conditions of Form I9 at all times during their employment and the university makes no implicit or explicit promises to financially support visa or permanent residency applications.

Quicklink:

https://jobs.hr.txstate.edu/postings/56796 For a detailed description of this position and to apply, visit https://jobs.hr.txstate.edu/postings/56796 or call (512) 245-2557 or visit our office at 601 University Dr., J.C. Kellam Bldg., Suite 340.

About Texas State and San Marcos:

Texas State University is a emerging research institution located in the burgeoning Austin-San Antonio corridor and in the beautiful Texas Hill Country. It is the largest of eight campuses in the Texas State University System and one of the 75 largest universities in the country, with over 38,000 students and approximately 4,000 faculty and staff Texas State is located in San Marcos, a growing community of over 50,000 people located about half way between Austin and San Antonio. Texas State enjoys a setting that is unique among Texas universities. The beauty of the crystal-clear San Marcos River and the stately cypress and pecan trees on the campus add to the charm of the university's picturesque setting. Our location on the banks of the San Marcos River provides outdoor recreational activities throughout the year. 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 professional development opportunities: choose from a variety of workshops, training, online learning and even access educational leave opportunities and reimbursement for academic courses
• 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, diverse, and growing universities in the nation.

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