ITAC Student Employment - Customer Engagement

The Student Worker position in the ITAC Customer Engagement department is an on-campus position that will assist the Watermark team with complex tasks including basic troubleshooting, report editing, advanced troubleshooting, and administrative duties within our Watermark software ecosystem, including Faculty Qualifications, Student Learning & Licensure, and Course Evaluations and Surveys. In this position, you would monitor incoming issues through an online ticketing system, consult with team staff on solutions, work to resolve those issues effectively and efficiently, and perform other duties as assigned.  

You will be completing tasks independently and as part of a high-performing, collaborative, mostly virtual team. Student workers are required to be present in the office during shifts. Attention to detail is extremely important. 

The successful candidate for this position will: 

• be comfortable with computers.
• be competent with Microsoft Excel and Word.
• be proficient with various web browsers and various software suites.
• pay attention to details and be able to find seemingly insignificant errors.
• exercise confidentiality.
• be a self-starter.
• communicate professionally via email, chat, phone, and in person with audiences that vary from student to Vice President.
• be highly communicative with the team.
• commit to generally working 20-25 hours per week every semester, including summers.

Additional work may play to candidates’ strengths, and could include making instructional videos, video editing, developing reports from data, creating data visualizations, facilitating live training, testing software, and more. Student employees are evaluated annually by their direct supervisor. 

What do you get out of it?

• Experience in system-level administration and support
• Extensive use of Microsoft Office tools
• Work with an engaging, high-performing team
• Experience with facilitating live events
• Opportunities to deepen your technology and troubleshooting skills, data management and visualization skills, and much more!

Duties:

• Provide direct support to customers with varying levels of technical proficiency, helping them navigate basic and advanced software functionality, often guiding them step-by-step through various application processes.
• Troubleshoot, analyze, diagnose, and resolve complex issues for customers that may have a variety of computer platforms, systems, and configurations.
• Provide direct support to customers via phone, email, ticketing system, remote desktop, chat, and in person.
• Research solutions using an online knowledgebase.
• Provide direct support to the ITAC Customer Engagement team and other ITAC Staff as needed.
• Assist with online and in-person live training, as needed.
• Perform other duties as assigned.

Qualifications:

• Working knowledge of Windows and Macintosh OS
• Working knowledge of modern browsers
• Intermediate skills in Microsoft Word and Excel (or comparable word processing & spreadsheet programs)
• Attention to detail
• Effective communication skills

Supervisor: The Director of ITAC Customer Engagement

Location: Math & Computer Science Building (MCS)

Pay rate determination: All student employees begin at the starting pay rate, and may be eligible for a pay increase after one year of employment with our team and with a positive evaluation.

Texas State University, to the extent not in conflict with federal or state law, prohibits discrimination or harassment on the basis of race, color, national origin, age, sex, religion, disability, veterans' status, sexual orientation, gender identity or expression.

Texas State University is a member of the Texas State University System. Texas State University is an EOE.