Student Consultant I

The University of Texas at Austin • Austin, TX

1d • $15 - $16 • Remote

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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

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

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees