South Midwest HERC

Job Summary:

The IT Support Consultant II is responsible for applying knowledge and understanding of information systems to assist users with technical problems.

Duties & Essential Job Functions:

1. Supports TCU Community including Students, Faculty, Staff, Alumni, Parents, Retirees, Applicants and Guests by recording, prioritizing, and resolving assigned issues; staffing the Call Center; supporting student workers at the IT Help Desk; facilitating requests for assistance.
2. Diagnoses and resolves tier 2 Macintosh and Windows computer user concerns by consulting with users; researching and evaluating issues; making recommendations from multiple options.
3. Identifies issues that impact TCU computing efforts by participating in special projects to research, analyze, and summarize information for management review.
4. Prepares users to operate equipment by providing instruction; contributing technical articles for the departmental website and knowledgebase.
5. Supports university-wide computer operations by presenting information and responding to questions from the TCU Community about technology; discussing accounts and email; connecting student computers to the TCU network; explaining computing capabilities.
6. Performs other related duties as assigned.

Required Education & Experience:

• 2 years of college or equivalent experience.
• 4 years of experience including problem resolution on Macintosh and/or Window systems.

Preferred Education & Experience:

• None

Required Licensure/Certification/Specialized Training:

• Minimum of two of the following courses or certifications: Microsoft Office User Specialist (MOUS) Certification, Comp TIA A+, Apple Certified Support Professional (ACSP), Apple Certified Technical Coordinator (ACTC), Apple Certified Desktop Technician (ACDT), Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP) or Microsoft Certified Professional (MCP), Comp TIA Network+, HDI Support Center Analyst, Knowledge Management Foundation, KCS Principles, other technology related courses.

Preferred Licensure, Certification, and/or Specialized Training:

• None

Knowledge, Skills & Abilities:

• Knowledge of hardware and software applications.
• Knowledge of customer service techniques.
• Knowledge of telephone etiquette.
• Skill in Microsoft and Apple operating systems.
• Ability to manage multiple projects simultaneously and to meet identified deadlines.
• Ability to work with a high degree of accuracy.
• Ability to troubleshoot issues and formulate and implement changes.
• Ability to work successfully as a member of a team serving a common goal.
• Ability to troubleshoot problems with personal computers.
• Ability to instruct end-users on system capabilities.
• Ability to communicate technical instructions to end-users.
• Ability to resolve complex issues.

TCU Core Competencies:

University Core Competencies definitions may be found on the Human Resources website and in the staff performance management system.

Physical Requirements (With or Without Accommodations):

• Visual acuity to read information from computer screens, forms, and other printed materials and information.
• Able to speak (enunciate) clearly in conversation and general communication.
• Hearing ability for verbal communication/conversation/responses via telephone, telephone systems, and face-to-face interactions.
• Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling, and prolonged sitting.
• Lifting and moving objects and equipment up to 10 lbs.

Work Environment:

• Work is indoors and sedentary and is subject to schedule changes and/or variable work hours.
• This role is an on campus, in-person position.
• There are no harmful environmental conditions present for this job.
• The noise level in this work environment is usually moderate.

Employment Values Statement:

Texas Christian University values Integrity, Engagement, Community, and Excellence in the workplace. TCU treats applicants and employees with fairness and respect. TCU hires and promotes individuals based on their qualifications and their commitment to making a positive impact on our student-centered community. TCU is an equal opportunity employer and follows all applicable employment laws. TCU fairly considers all qualified individuals, ensuring we are a workplace free from unlawful discrimination and harassment. 

About Texas Christian University

TCU is all about the experience. This is a place where students learn how to adapt to whatever the future might bring, develop critical thinking skills and expand their creativity. With a choice of rigorous academic programs in 130 undergraduate areas of study, 61 master’s level programs and 24 areas of doctoral study, Horned Frogs have opportunities to search for meaning and examine values, yet graduate well-prepared for professional accomplishment. Whether in the fine arts or business or engineering, Horned Frogs can develop their full creative potential here. For example, both MBA and undergraduate students at the Neeley School of Business benefit from an experience ranked at the top by Bloomberg Businessweek and U.S. News & World Report — not in spite of, but because of, the focus on the individual. At TCU, professors love being in the classroom. These mentoring teacher-scholars also conduct well-published, leading-edge research, often with undergraduates at their sides. Horned Frogs live, learn and play 24-7 in a 277-acre setting in a vibrant city. They work out in state-of-the-art recreation facilities, catch Big 12 NCAA athletic competition and participate in 200+ organizati...ons, all without leaving the campus. That’s when they’re not providing thousands of hours of volunteer service to their community, interning in New York or LA, practicing journalism in Washington, D.C., experiencing international business in China or perfecting Spanish in Seville. It’s how Horned Frogs are learning to change the world.

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