Student Consultant I

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:

14

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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:

Purpose 

Provide first-level contact, multi-channel support, and IT resources for end users. Provide level 1 resolutions and metric based information gathering for our Enterprise Technology partners. Gather Feedback around the tools and their impact on our end users' daily work. 

Responsibilities 

• Provide first-level contact, incident handling, and request fulfillment for a variety of IT and business services for the University of Texas community through written or verbal communication through the phone 
• Resolve as many user-reported problems as expertise permits using advanced troubleshooting skills and available tools (SOPs, knowledge base, tier 2 support, etc.) and following procedures and policies for the handling of support cases 
• Provide accurate and timely logging of incidents, requests, and resolutions for problems in the problem management program 
• Act as a liaison between customers and internal support staff to assure accurate problem interpretation
• Additional duties vary based on incoming staff requests and departmental needs 

Required Qualifications 

• Experience in a customer service environment.
• 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. 

Preferred Qualifications 

• Undergraduate students: Freshman - Juniors preferred.
• Fluent in Spanish (+$0.50 + hourly pay) 
• Some knowledge of information technology concepts.
• Demonstrated ability to manage multiple priorities and follow through to completion.
• Demonstrated analytical and troubleshooting skills. 

Salary Range 

$15/hour 

Working Conditions 

• Use of keyboard 
• Manual dexterity

Work Shift 

• Working up to 14 hours a week 
• 6 am - 9 pm, Monday – Friday; 10 am - 5 pm, Saturday & Sunday 
• Hybrid work arrangement - Must be able to work In-Person and remotely

Required Materials 

• Resume/CV 

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume in the first step of the online job application process. Then, any additional Required Materials will be uploaded in the My Experience section; you can multi-select the additional files or click the Upload button for each file. 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 Jobs. Before you apply though, 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. This information will be pulled into your application. The application is one page, and you will need to click the Upload button multiple times to attach your Resume, References and any additional Required Materials noted above.  

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Employment Eligibility:

Please make sure you meet all the required qualifications and you can perform all of the essential functions with or without a reasonable accommodation.

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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 and 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.