User Support Representative

User Support Representative

Job no: 530341
Work type: Classified Staff
Location: Eugene, OR
Categories: Education, Information Technology

Department: Educational and Community Supports
Classification: Info Technology Consultant
Appointment Type and Duration: Regular, Ongoing
Salary: $16.12 - $25.60 per hour
FTE: 1.0
Review of Applications Begins

Position closes October 14 (updated), 2022
Special Instructions to Applicants

To be considered for this position, applicants must submit a completed application that includes:

• A current resume.
  
• Names and contact information for at least three professional references.
  
• A cover letter that clearly articulates how your skills and experience make you a fit for the position.
  Department Summary
  
  PBISApps, a multidisciplinary team within the Educational and Community Supports (ECS) research unit in the University of Oregon's College of Education, is a leader in providing practical solutions for common education problems. We enable educators to use student behavioral data in schools all over the United States and in over 10 countries worldwide. Our work at PBISApps translates cutting-edge
  research into real-world solutions through an equity-focused educational service mission, sophisticated software and database architectures, and development tools used by an active and enthusiastic base of over 20,000 schools. Our solutions save educators time and keep them focused on supporting students. PBISApps has a continued commitment to using data-based decision making to improve student outcomes and make systems more effective, efficient, and equitable. We offer a flexible, supportive family-friendly work environment focused on a work-life balance in a stimulating academic setting. At ECS, our teams value the contribution that diversity brings to our work and culture. Understanding and learning from our differences gives us unique opportunities to improve our products and services.
  Position Summary
  
  The Management Support Team (MST) User Support Representative is a customer support position responsible for assisting users in the use of PBIS Applications (Positive Behavior Interventions and Supports Applications). This position provides consultative support and services to our user community to ensure application/data access and optimal performance of the applications. Additionally, this position will provide technical advice and expertise to users regarding the evaluation, data integration, and maintenance of applications. As a member of the PBIS Applications team, the person in the position will collaborate on the development of user documentation, user guides, and technical training publications.
  
  Typical work activities associated with this position include but are not limited to: acting as a liaison and interface between users and the PBIS Applications group within ECS, providing telephone and email support to assist users in using the applications and their features, as well as assisting users in configuring and modifying applications to optimize the user experience.
  
  The User Support Representative reports to the Management and Support Team Coordinator.
  
  This position has been identified as hybrid-eligible; some work may be accomplished remotely.
  Minimum Requirements
  
  This classification requires a basic foundation of knowledge and skills of technology and information systems generally obtained through an AA degree in computer science, information systems, educational technology, communications, or related fields, or similar certified course work in applicable fields of study and at least one year of related work experience.
  Professional Competencies
  
  
• Strong customer relations skills.
  
• Ability to manage high volume workload, with attention to detail.
  
• Ability to communicate effectively with individuals from diverse backgrounds and cultures.
  
• Ability to establish effective relationships and interaction with key/important contacts.
  
• Strong administrative skills and proficiency with office computer applications and equipment.
  
• Strong verbal and written communication skills.
  Preferred Qualifications
  
  
• At least one year of customer service experience (in-person, phone, and/or email).
  
• Experience providing technical support related to web-based applications and/or technology.
  
• General knowledge of and/or experience working in a technology/software development environment.
  
• General knowledge of and/or experience with educational data systems.
  
• Basic knowledge of data and file structures, database systems and related utilities, operating systems, and communication interface programs.
  
  FLSA Exempt: No
  
  All offers of employment are contingent upon successful completion of a background inquiry.
  
  This is a classified position represented by the SEIU Local 503, Oregon Public Employees Union.
  
  University of Oregon students and employees are required to be vaccinated against COVID-19. For additional information see: https://hr.uoregon.edu/uo-covid-19-vaccination-requirement-employee-process.
  
  The University of Oregon is proud to offer a robust benefits package to eligible employees, including health insurance, retirement plans, and paid time off. For more information about benefits, visit http://hr.uoregon.edu/careers/about-benefits.
  
  The University of Oregon is an equal opportunity, affirmative action institution committed to cultural diversity and compliance with the ADA. The University encourages all qualified individuals to apply, and does not discriminate on the basis of any protected status, including veteran and disability status. The University is committed to providing reasonable accommodations to applicants and employees with disabilities. To request an accommodation in connection with the application process, please contact us at uocareers@uoregon.edu or 541-346-5112.
  
  UO prohibits discrimination on the basis of race, color, sex, national or ethnic origin, age, religion, marital status, disability, veteran status, sexual orientation, gender identity, and gender expression in all programs, activities and employment practices as required by Title IX, other applicable laws, and policies. Retaliation is prohibited by UO policy. Questions may be referred to the Title IX Coordinator, Office of Civil Rights Compliance, or to the Office for Civil Rights. Contact information, related policies, and complaint procedures are listed on the statement of non-discrimination.
  
  In compliance with federal law, the University of Oregon prepares an annual report on campus security and fire safety programs and services. The Annual Campus Security and Fire Safety Report is available online at https://clery.uoregon.edu/annual-campus-security-and-fire-safety-report.
  
  
  
  To apply, visit https://careers.uoregon.edu/en-us/job/530341/user-support-representative
  
  
  
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