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Customer Experience Specialist I

The Customer Experience (CX) team within the Office of Technology directly supports UCM's mission to transform students into leaders by ensuring that technology across campus is reliable, accessible, and aligned with the needs of teaching, learning, and administrative excellence. The team embodies UCM's values of Community, Diversity, Excellence, Learning, Opportunity, and Service, creating an environment where technology enhances collaboration, supports inclusion, and drives continuous improvement across every area of the university. CX exists to make technology seamless and accessible. Every interaction—whether remote, walk-in, or on-site—is guided by professionalism, empathy, and responsiveness. The Customer Experience Specialist I serves as the frontline representative of this mission, providing technical assistance, configuration, troubleshooting, and support for UCM's students, faculty, and staff. This position is responsible for diagnosing and resolving a wide range of technology issues across Windows, macOS, and mobile platforms. The Specialist assists customers with password resets, Duo multifactor authentication, and access-related problems; and when appropriate, directs users to self-help resources and knowledge-base documentation to promote independence and awareness of available tools. The position supports the installation, maintenance, and lifecycle management of hardware, software, and peripherals, ensuring systems operate securely and efficiently throughout their usable life. The Specialist plays a key role in the end-of-life process for UCM-owned technology by preparing devices for replacement or surplus, confirming data sanitization, updating inventory records, and coordinating removal in accordance with institutional standards. CX Specialists I are expected to work as engaged members of a motivated, culture-driven team focused on excellence, accountability, and collaborative problem solving. They contribute significantly to the team's organizational learning by documenting the narrative of support—capturing not only what was fixed, but how and why—to enable continuous improvement, training, and service refinement. This role requires empathy, critical thinking, and a strong commitment to delivering a high-quality customer experience that reflects UCM's pursuit of excellence and opportunity for all.

Primary Responsibilities End-User Support and Troubleshooting (35%)

• Respond to technology-support requests submitted via TeamDynamix, phone, chat, and in-person.
• Diagnose and resolve software, hardware, account-access, and network-connectivity issues across Windows, macOS, iOS, and Android.
• Assist users with password resets, Duo multifactor authentication, and account-access troubleshooting.
• Provide guidance and direct customers to online self-help and knowledge-base resources when appropriate to encourage self-service and efficiency.
• Provide remote assistance using enterprise tools such as BigFix, Jamf, and Google Meet.
• Perform user-account provisioning and permission updates within UCM's systems.
• Participate in a rotational on-call schedule to provide after-hours or weekend support for critical service interruptions and campus events.
• Deliver consistent, courteous, and accurate support while maintaining complete documentation of the support-interaction narrative.

Field Support, Deployment, and Lifecycle Management (35%)

• Install, configure, and maintain UCM-owned computers, printers, and peripherals.
• Support classroom, conference, and lab technology, ensuring readiness for teaching, meetings, and events.
• Assist with operating-system imaging, software deployment, and connectivity troubleshooting.
• Participate in lifecycle-refresh projects by staging, imaging, deploying, and verifying replacement hardware.
• Coordinate collection, sanitization, and processing of end-of-life technology assets for surplus in compliance with data-security standards.
• Maintain asset-data integrity in AllSight, including tagging, assignment, replacement tracking, and surplus documentation.

Documentation and Knowledge Management (20%)

• Create and maintain clear, accurate documentation within the CX Knowledge Base, capturing procedures, lessons learned, and improvement opportunities.
• Record detailed notes in TeamDynamix that document the narrative of support—context, resolution, and root cause—to facilitate shared learning and continuous improvement.
• Analyze patterns in recurring issues and communicate findings to Customer Experience Leadership for process refinement.
• Collaborate with teammates to standardize documentation formats and improve knowledge accessibility.
• Ensure records accurately reflect device history, user impact, and resolution pathways to strengthen data-driven decision-making.

Operational and Project Support (10%)

• Participate in campus-wide deployment, refresh, and surplus initiatives that sustain an accurate and reliable technology fleet.
• Support audits and verification of surplus assets prior to removal.
• Assist in mentoring student assistants or onboarding new employees.
• Provide technology support for university events as needed. Some evening or weekend work may be required; these assignments will be scheduled in advance and communicated clearly by Customer Experience Leadership.
• Perform additional duties as assigned to support UCM's technology operations.
Typical Qualifications

Education:

• Bachelor's degree in information systems, computer science or related field.
• Education may be substituted for experience or experience may be substituted for education. Note that equivalencies are based on the following: AA = 2 years experience; BA/BS = 4 years experience; MA/MS = 6 years experience; PhD = 8 years experience.

Experience:

• Three years of progressively more responsible technical experience, including complex use and support of multiple computing platforms in stand-alone and lab environments required. Five years preferred.
• System Coordination preferred.
• PC, Mac, and software problem-solving.
• Apple / Macintosh expertise preferred.
Supplemental Information

Knowledge, Skills, and Abilities

• Proficiency in Windows and macOS environments.
• Strong diagnostic and problem-solving ability.
• Understanding of networking, authentication, and system-access concepts.
• Excellent interpersonal communication and active listening.
• Empathy and user awareness; ability to understand the customer's perspective, recognize the impact of technology issues on their work, and pursue effective, timely resolution with patience and professionalism.
• Critical thinking and sound judgment to identify when issues require escalation or cross-team collaboration, ensuring problems are resolved efficiently and accurately.
• Attention to detail and consistency in documentation.
• Knowledge of hardware-lifecycle processes, including end-of-life procedures and surplus handling.
• Ability to work effectively as part of a motivated, culture-driven team that values accountability and collaboration.
• Ability to adapt quickly to new technologies and evolving workflows.

Physical Requirements

• Ability to lift and move equipment weighing up to 50 pounds.
• Frequent standing, walking, bending, or kneeling to install, replace, or remove technology hardware.
• Occasional work in confined or elevated areas to retrieve or install end-of-life equipment.
• Visual acuity sufficient for detailed technical inspection and hardware setup.
• Ability to travel between campus locations to perform on-site support and surplus-retrieval duties.

Additional Requirements

• Employment is contingent upon the successful completion of a criminal background check.
• This position requires fingerprinting and verification in accordance with UCM policy and applicable state regulations.
Special Instructions

Full-time staff & 12-month faculty benefits-eligible position: Benefits include competitive salary; health, dental, vision, life insurance, AD & D, long-term disability; 3 weeks paid vacation per year; 3 weeks of accrued sick leave per year; 13 paid holidays; retirement; and generous education assistance for an employee, spouse and dependent children taking classes at UCM.

9-month faculty benefits-eligible position: Benefits include competitive salary; health, dental, vision, life insurance, AD & D, long-term disability; 3 weeks of accrued sick leave per year; 13 paid holidays; retirement; and generous education assistance for an employee, spouse and dependent children taking classes at UCM.

Part-time benefits-eligible positions: Benefits include generous education assistance for the employee.

Temporary, adjunct, student employment, or graduate assistant positions: Benefits are not included.

Completed UCM online application for employment required. Incomplete applications will not be considered.

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