NEOGOV · 5 hours ago
Customer Experience Specialist II
UCMO - Warrensburg, MO
Full-time
Onsite
Mid, Senior Level
$66K/yr - $66K/yr
4+ years expNEOGOV is associated with the University of Central Missouri, which aims to transform students into leaders through technology services. The Customer Experience Specialist II role focuses on advanced endpoint management, providing technical leadership, and ensuring a consistent and reliable technology experience for users.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
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
Qualification
Required
Bachelor's degree in information systems, computer science or related field
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
Demonstrated ability to work independently and manage multiple tasks efficiently
Preferred
Master's degree in information systems, computer science or related field
Classes and or certifications in technology-related field
Benefits
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
Generous education assistance for an employee, spouse and dependent children taking classes at UCM
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
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase