Customer Experience Specialist IIUniversity of Central Missouri
Job Summary
The University of Central Missouri is an equal employment opportunity employer
Salary $66,000.00 Annually
Location UCMO - Warrensburg, MO
Job Number 999480
Division Infrastructure Services
CategoryIT and Computers / Higher Education
Description
The Customer Experience (CX) team within the Office of Technology advances UCM's mission to transform students into leaders by providing dependable, secure, and high-performing technology services that empower learning, collaboration, and operational excellence. The team embodies UCM's values of Community, Diversity, Excellence, Learning, Opportunity, and Service, ensuring that technology solutions are delivered with professionalism, empathy, and accountability.
CX Specialists II serve as senior technical professionals responsible for advanced endpoint management, automation, configuration, and compliance across UCM's technology ecosystem. They provide leadership in designing and maintaining the platforms, tools, and processes that allow every UCM technology user to have a consistent and reliable experience. Working with limited supervision, they manage complex issues, guide projects, and develop solutions that improve performance, security, and lifecycle efficiency.
This position designs and deploys operating-system images, application packages, and configuration baselines; develops automation scripts; and produces compliance and lifecycle reports. The Specialist II serves as a key escalation point for CX Specialists I and collaborates with Customer Experience Leadership, Infrastructure, Information Security, and Application Solutions teams to align endpoint operations with institutional policy.
CX Specialists II are also expected to model the team's collaborative culture-mentoring others, sharing knowledge, and fostering continuous improvement through documentation and process refinement. This role requires exceptional technical acumen, analytical skill, and communication ability to translate complex technology into practical campus solutions that uphold UCM's standards of excellence and service.
Examples of Duties
Primary Responsibilities
Advanced Technical Operations (40%)
Typical Qualifications
Minimum Qualifications
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.
A review will begin immediately and continue until filled unless indicated otherwise.
NOTE: A background check is required for the selected candidate of all staff, faculty, adjunct, and temporary positions and any job offer is contingent on the results of this check. Student employees and graduate assistants do not require a background check to be conducted prior to employment.
The University of Central Missouri is an Equal Opportunity Employer.
Benefits
Our faculty and staff are the university's most valuable asset, and our goal is to provide a robust Total Rewards Program designed to help them maintain a happy, healthy, and productive lifestyle.
Highlights from UCM's total rewards package for full-time employees include:
01
Do you have a Bachelor's degree or higher in the field of information systems, computer science, or a closely related field?
02
How many years in a full-time technical support environment, providing high-level and complex customer support for computer hardware and software in a networked or stand-alone environment do you have?
03
Please explain your high-level complex customer support for computer hardware and software in a networked or stand-alone environment in great detail.
04
How many years of IT support or endpoint-management experience do you have?
05
Please explain your experience with IT support or endpoint-management in great detail.
06
Can you lift up to 50 lbs?
07
Are you okay with moderate standing and/or walking and climbing stairs?
08
Do you understand that this position requires on-call required work periodically?
Required Question
Equal employment opportunity, including veterans and individuals with disabilities.
The University of Central Missouri is an equal employment opportunity employer
Salary $66,000.00 Annually
Location UCMO - Warrensburg, MO
Job Number 999480
Division Infrastructure Services
CategoryIT and Computers / Higher Education
Description
The Customer Experience (CX) team within the Office of Technology advances UCM's mission to transform students into leaders by providing dependable, secure, and high-performing technology services that empower learning, collaboration, and operational excellence. The team embodies UCM's values of Community, Diversity, Excellence, Learning, Opportunity, and Service, ensuring that technology solutions are delivered with professionalism, empathy, and accountability.
CX Specialists II serve as senior technical professionals responsible for advanced endpoint management, automation, configuration, and compliance across UCM's technology ecosystem. They provide leadership in designing and maintaining the platforms, tools, and processes that allow every UCM technology user to have a consistent and reliable experience. Working with limited supervision, they manage complex issues, guide projects, and develop solutions that improve performance, security, and lifecycle efficiency.
This position designs and deploys operating-system images, application packages, and configuration baselines; develops automation scripts; and produces compliance and lifecycle reports. The Specialist II serves as a key escalation point for CX Specialists I and collaborates with Customer Experience Leadership, Infrastructure, Information Security, and Application Solutions teams to align endpoint operations with institutional policy.
CX Specialists II are also expected to model the team's collaborative culture-mentoring others, sharing knowledge, and fostering continuous improvement through documentation and process refinement. This role requires exceptional technical acumen, analytical skill, and communication ability to translate complex technology into practical campus solutions that uphold UCM's standards of excellence and service.
Examples of Duties
Primary Responsibilities
Advanced Technical Operations (40%)
- Provide expert-level troubleshooting and resolution for advanced hardware, software, and network-connectivity issues.
- Manage endpoint configuration, patching, and compliance through BigFix, Jamf, and related enterprise tools.
- Develop, document, and maintain a strategic, unified update schedule that keeps campus systems secure, minimizes downtime, and ensures that critical patches and feature updates are deployed in a timely, low-impact, and well-communicated manner.
- Develop, package, deploy, and maintain standardized operating-system images and enterprise software applications.
- Create and maintain automation scripts (PowerShell, Bash, or Python) to streamline routine tasks and improve operational efficiency.
- Administer workstation accounts, permissions, and group policies within enterprise directory services.
- Serve as a technical escalation resource for CX Specialists I during complex troubleshooting or campus incidents.
- Perform additional duties as assigned to support UCM's technology operations.
- Ensure endpoint performance, reliability, and compliance across all UCM departments.
- Test, evaluate, and deploy operating-system updates, application upgrades, and security patches in coordination with CX Leadership and Information Security.
- Collaborate with Infrastructure and Security teams to maintain alignment with network, authentication, and compliance standards.
- Integrate endpoint-management platforms with other institutional systems to support inventory, reporting, and automation goals.
- Generate compliance, lifecycle, and audit reports for review by Customer Experience Leadership and the CIO.
- Lead technology projects focused on deployment, automation, and environment standardization.
- Research emerging endpoint tools and technologies; recommend improvements for reliability, security, and sustainability.
- Coordinate with vendors for product evaluation, implementation, and issue resolution.
- Provide mentorship, guidance, and training to CX Specialist I and student staff.
- Communicate upcoming technology changes, maintenance windows, and service impacts to campus stakeholders in a clear, organized, and timely manner.
- Work with Customer Experience Leadership to develop communication plans, scheduling strategies, and user-friendly messaging that ensure faculty, staff, and students are informed and prepared for changes before they occur.
- Serve as a key contributor in defining technical standards, imaging baselines, and security configurations.
- Develop and maintain comprehensive technical documentation, including configuration procedures, deployment instructions, and troubleshooting guides.
- Document the narrative of support for complex or systemic issues, ensuring future reference and organizational learning.
- Maintain accurate Knowledge Base content to promote transparency and self-help across the UCM community.
- Provide training and demonstrations to CX staff on new technologies, standard operating environments, and workflow updates.
- Support continuous-improvement efforts by identifying opportunities for automation and process optimization.
Typical Qualifications
Minimum Qualifications
- Education:
- Bachelor's degree in information systems, computer science or related field. Master's preferred.
- 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:
- Four years of experience in a full time technical support environment providing high-level and complex customer support for computer hardware and software in a networked or stand-alone environment
- Two or more years of IT support or endpoint-management experience.
- PC and/or Apple software problem-solving
- Proficiency with TeamDynamix, BigFix, Jamf, or equivalent enterprise tools.
- Classes and or certifications in technology-related field preferred
- Demonstrated ability to work independently and manage multiple tasks efficiently.
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.
A review will begin immediately and continue until filled unless indicated otherwise.
NOTE: A background check is required for the selected candidate of all staff, faculty, adjunct, and temporary positions and any job offer is contingent on the results of this check. Student employees and graduate assistants do not require a background check to be conducted prior to employment.
The University of Central Missouri is an Equal Opportunity Employer.
Benefits
Our faculty and staff are the university's most valuable asset, and our goal is to provide a robust Total Rewards Program designed to help them maintain a happy, healthy, and productive lifestyle.
Highlights from UCM's total rewards package for full-time employees include:
- 30.25% (staff) and 6% (faculty) defined retirement contribution, paid by the university;
- Voluntary Tax-Sheltered Annuity (TSA) programs (403(b) and 457(b)) that allow eligible employees to make additional pre-tax contributions to a retirement plan;
- Employees can earn up to full tuition (15 credit hours) for themselves per academic year. Full-time employees are also eligible for up to $175 towards non-credit courses each fiscal year. Employees can earn up to full tuition for their dependents;
- Comprehensive medical, dental, and vision plans that begin on the first of the month following your date of hire. Basic dental and vision insurance paid at 100% by the university;
- Available Health and Dependent Flexible Spending Accounts;
- University-paid basic life insurance (including accidental death and dismemberment) and short-term and long-term disability insurance coverage;
- Generous leave accruals that begin accruing on your start date, plus 14 paid holidays per year.
- The UCM Childcare Center on the Warrensburg campus can provide faculty, staff, and students quality care for their children ages six weeks to 10 years.
- The Student Recreation and Wellness Center (SRWC) is free for all employees and is located on the Warrensburg campus.
- An Employee Assistance Program is available to all employees and their immediate family members to help assist with personal challenges you may face in your daily life;
- UCM offers an Employee Discount Program through Working Advantage.
01
Do you have a Bachelor's degree or higher in the field of information systems, computer science, or a closely related field?
- Yes
- No
02
How many years in a full-time technical support environment, providing high-level and complex customer support for computer hardware and software in a networked or stand-alone environment do you have?
- Less than 1 year.
- More than 1 year, but less than 2 years.
- More than 2 years, but less than 3 years.
- More than 3 years, but less than 4 years.
- More than 4 years, but less than 5 years.
- Five or more years.
03
Please explain your high-level complex customer support for computer hardware and software in a networked or stand-alone environment in great detail.
04
How many years of IT support or endpoint-management experience do you have?
- Less than 1 year.
- More than 1 year, but less than 2 years.
- More than 2 years, but less than 3 years.
- More than 3 years, but less than 4 years.
- More than 4 years, but less than 5 years.
- Five or more years.
05
Please explain your experience with IT support or endpoint-management in great detail.
06
Can you lift up to 50 lbs?
- Yes
- No
07
Are you okay with moderate standing and/or walking and climbing stairs?
- Yes
- No
08
Do you understand that this position requires on-call required work periodically?
- Yes, I understand this requirement of the position.
- No, I do not want to conduct on-call work.
Required Question
Equal employment opportunity, including veterans and individuals with disabilities.
PI281888925