Client Support Analyst, Casual - Children's Learning Institute (Finance)

The Client Support Analyst will support the Harris County Accessible Child Care Training and Supports (ACCTS) program, under UTHealth Houston's Children's Learning Institute! This is a casual position, working 15 to 20 hours/week. The work will be remote, with some site visits within the Houston area as needed (mileage reimbursed).

ACCTS will offer high-quality training to childcare staff, including mentoring for their Child Development Associate (CDA) credential, with a focus on developmentally appropriate practices in early childhood. Mentors will provide a range of technical assistance services, including training workshops, online course facilitation, and individualized CDA preparation (e.g., portfolio feedback). This role will focus on the technical assistance side of supporting childcare staff in our CDA program.

Position Summary:

Provides single-point-of-contact problem determination in areas of Microsoft products, network, UT application systems, hardware and telecommunications for a campus wide client community.

Position Key Accountabilities:

1. Answers, evaluates and processes incoming service requests received by: telephone; voice mail; e-mail; fax; or submitted Web requests from users experiencing problems with hardware, software, networking and other computer-related technologies within 15 minutes.
2. Logs and tracks calls using HEAT Call Logging system, keeping tickets current with customer comments and service status.
3. Escalates non-resolved issues or service requests to senior level for problem resolution ASAP.
4. Processes password requests, following and abiding by defined security policies and procedures.
5. Maintains departmental procedures manual and keeps documentation current.
6. Other duties as assigned.

Certification/Skills:

Microsoft Office User Specialist (MOUS) certification preferred.

Minimum Education:

High School Diploma or equivalent.
Two years of college computer related courses preferred.

Minimum Experience:

One year of related experience.

Physical Requirements:

Exerts up to 50 pounds of force occasionally and/or up to 20 pounds frequently and/or up to 10 pounds constantly to move objects.

Security Sensitive:

This job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code § 51.215

Residency Requirement:

Employees must permanently reside and work in the State of Texas.