• Provide efficient and effective technical support to clients through the ticketing system and chat messages • Troubleshoot and resolve client issues related to software, hardware, and network connectivity • Document all client interactions, issues, and resolutions in our system • Work with other support team members to resolve complex technical issues • Follow up with clients to ensure that issues have been resolved to their satisfaction • Ensure that all client inquiries are addressed in a timely and professional manner • Escalate issues to appropriate departments as needed • Continuously update technical knowledge and skills through training and development

Job Title Academic Advising Specialist, CID/CBE Student Support Services Agency East Texas A&M University Department College of Innovation and Design Proposed Minimum Salary Commensurate Job Location Commerce, Texas Job Type Staff Job Description INSTRUCTIONS TO APPLICANT: During the application process the “My Experience” page has a section provided “Attachments (Resume/CV, References, Cover letter, etc.)” to upload required documents. - Use the Upload button to add each document. - You will be able to upload up to 5 documents. Be aware that the maximum size allowed for any one document is 5MB. - All documents must be electronically submitted through the Texas A&M Online Employment Services website to be considered. - Incomplete or improperly submitted applications may be excluded from consideration. - Please do not withdraw your application in an attempt to upload a missing document, instead please email HR for help. Please provide the following documents: - Cover Letter - Resume/CV - Three professional references with complete contact information (Unsolicited letters of recommendation will not be considered). - Transcripts (Unofficial will be accepted with application. Official transcripts are required upon acceptance of verbal offer). If transcripts are from an international institution, it is the responsibility of the prospective faculty member to have the transcripts translated and evaluated by an approved credential evaluator. If you need assistance, please contact us at HR.Hiring@tamuc.edu A Presidential proclamation issued on September 19, 2025, imposes a $100,000 fee on new H-1B petitions filed after September 21, 2025. Please be advised that Texas A&M University will NOT pay this fee. Therefore, if you need immigration sponsorship for your employment, we recommend that you consult with your private immigration counsel at your own expense to ascertain whether your current immigration status would make a potential offer of employment from Texas A&M University subject to this fee. In addition, on January 27, 2026, Texas Governor Abbot issued a moratorium on the filing of any new H-1B unless approved by the Texas Workforce Commission. Accordingly, if you will now or in the future require sponsorship for employment visa status this moratorium may affect our ability to employ you should you be selected as the final candidate. SUMMARY: The College of Innovation and Design (CID/CBE) Academic Advising Specialist provides professional academic advising and student success support for students enrolled in online competency-based education programs. This position utilizes institutional policies, curriculum requirements, and established degree plans to guide students in developing efficient pathways to degree completion and places a high emphasis on excellence in customer service. The specialist exercises independent judgment in assessing student needs, interpreting academic requirements, and providing individualized guidance to support academic progress and retention. The role also connects students with appropriate university resources, including post-graduation services such as Alumni Engagement and Career Preparedness, to support students throughout their academic journey and beyond. The position is a full-time, remote (online) position. Occasional travel to the East Texas A&M University main campus and/or the Dallas site will be required. The university will not reimburse mileage or travel time for these required meetings. DUTIES & RESPONSIBILITIES: - Advise and support students enrolled in competency-based education programs by interpreting program requirements, monitoring academic progress, and providing individualized academic guidance. - Evaluate established degree plans and guide students in developing efficient pathways to degree completion aligned with institutional and program requirements. - Develop, review, and revise degree plans to ensure alignment with evolving curriculum requirements, academic policies, and program updates. - Provide academic advising related to enrollment, registration planning, and academic standing, including counseling students placed on academic probation and recommending appropriate academic strategies. - Assess student inquiries and support needs, exercising professional judgment to provide appropriate academic guidance, resources, and referrals. - Facilitate student connections with post-graduation resources, including Career Preparedness and Alumni services, to support career readiness and ongoing engagement with the university. - Conduct proactive outreach, advising meetings, and follow-up with CID students to evaluate concerns, coordinate support services, and promote student success and retention. MINIMUM REQUIREMENTS: - Education: Bachelor’s degree in applicable field or equivalent combination of education and experience. - Experience / Knowledge / Skills: Four years of related experience in customer or student services. Knowledge of word processing, spreadsheet, and database applications. - Ability to: Multi-task and work well as part of a team. Ability to process sensitive information and maintain confidentiality. - Licensing/Professional Certifications: None - Physical Requirements: None - Other Requirements: May occasionally require work outside normal business hours such as evenings or weekends. PREFERRED EDUCATION / SKILLS/ EXPERIENCE: Higher education experience. Experience with Student Information Systems, degree planning and degree audits. Customer service training or certifications. SUPERVISION OF OTHERS: May assist to supervise graduate assistants or student workers. WHY WORK AT EAST TEXAS A&M UNIVERSITY? Competitive Benefits & Work-Life Balance: - Employee tuition assistance for master’s and doctoral programs. - Comprehensive benefits package including health, dental, vision, life, and long-term disability insurance. - ETAMU contributes to employee health and basic life insurance premiums. - 12-15 days of annual paid holidays, plus up to eight hours of paid sick leave and vacation each month. - Automatic enrollment in the Teacher Retirement System of Texas (TRS), with optional additional retirement plans (ORP). - Physical wellness program and wellness release time for eligible employees. Career Growth & Development: - Access to cutting-edge research opportunities at a designated R2 Research Institution. Academic Excellence: - ETAMU is ranked among the top 30% in five online degree programs and offers national recognized academic programs. - Over 140 degree programs, including nationally ranked online and graduate options. - First accredited institution to offer a competency-based bachelor’s degree in criminal justice. - Distance education offerings in Corsicana, Dallas, Frisco, McKinney, Mesquite, Bryan, and online. State-of-the-Art Facilities: - Work in advanced facilities such as the 113,470-square-foot Nursing and Health Sciences Building, featuring a state-of-the-art simulation hospital and a 1,300-acre agricultural research farm. Vibrant Campus Life: - Engage with over 95 student organizations and 14 NCAA Division I athletic teams, contributing to a thriving campus community. Prime Location & Growth: - Enjoy the benefits of working in rapidly growing regions, with abundant career opportunities at six locations across Dallas and Northeast Texas. Visit us on our social media: - Facebook, Twitter, Instagram, YouTube, LinkedIn, and ETAMU News All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution’s verification of credentials and/or other information required by the institution’s procedures, including the completion of the criminal history check. Equal Opportunity/Veterans/Disability Employer.

ICF is seeking an experienced Customer Research / Human Centered Design Lead to guide user and stakeholder research in support of mission-critical systems serving Federal land management agencies, including USFS, USDA, DOI, and BLM. This role ensures that products and services reflect real operational workflows across diverse field and office environments, improving usability, adoption, and mission effectiveness. The ideal candidate brings deep experience in human-centered design and applied research, translating insights from users and stakeholders into actionable recommendations that inform product strategy and system development. Job Location: This position requires that the job be performed in the United States.  If you accept this position, you should note that ICF does monitor employee work locations and blocks access from foreign locations/foreign IP addresses, and also prohibits personal VPN connections. - You may be asked to travel once a quarter to an office. - Our core work hours are 10am - 4pm Eastern Time with the option to start earlier or work later depending on your time zone. What You Will Do: - Lead and execute user and stakeholder research initiatives to inform product strategy, design decisions, and mission outcomes. - Develop and implement research strategies and study plans using qualitative and quantitative methods, including interviews, field studies, surveys, and usability testing. - Conduct research across diverse operational environments, including both field-based and office-based users, to understand workflows, constraints, and mission needs. - Synthesize research findings into actionable insights, personas, journey maps, and design recommendations that guide product and system development. - Collaborate closely with Product Owners, designers, and engineering teams to translate research insights into clear requirements and design improvements. - Lead iterative usability testing and validation activities to ensure solutions reduce user burden and improve system adoption. - Prepare and present research findings, recommendations, and reports to program leadership and Government stakeholders. - Guide and mentor multidisciplinary research teams while promoting human-centered design practices across the program. What You Will Bring With You: - Bachelor’s degree in Human Factors, Human-Computer Interaction, Psychology, Sociology, Public Policy, or related field. - 8+ years of experience conducting applied research, human-centered design, UX research, or service design, including at least 3 years leading research programs or multidisciplinary research teams. - Ability to obtain and maintain a Public Trust clearance; must reside in and be authorized to work in the United States. What We Would Like You To Bring With You: - Master’s degree in Human Factors, Human-Computer Interaction, Psychology, Sociology, Public Policy, or related discipline. - Experience supporting Federal agencies or public sector programs. - Experience conducting field-based research with operational users in complex mission environments. - Familiarity with human-centered design approaches used in digital services, enterprise systems, or mission support applications. - Experience translating research insights into product requirements, design improvements, and program strategy recommendations. - Demonstrated ability to communicate research findings and recommendations to executive or Government audiences. Professional Skills: - Strong analytical and problem-solving capabilities with the ability to synthesize complex qualitative and quantitative data into clear insights. - Excellent written and verbal communication skills, with the ability to present research findings and recommendations to both technical teams and non-technical stakeholders. - Proven ability to collaborate across multidisciplinary teams and drive alignment between research insights, product strategy, and system development. - Ability to manage multiple research initiatives while maintaining high standards of methodological rigor and stakeholder engagement. #Li-cc1 #Indeed Working at ICF ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future. We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy. We will consider for employment qualified applicants with arrest and conviction records. Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.  Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. Candidate AI Usage Policy At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.  However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.   Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position based on full-time employment is: $119,323.00 - $202,850.00 Nationwide Remote Office (US99)

• Handle customer, retailer, and courier enquiries via Zendesk (chat, email, and phone) • Deliver professional, friendly, and helpful support at all times • Proactively call potential store and SMB partners to introduce the client's services • Escalate recurring issues and suggest improvements to internal workflows • Collaborate with team members to continuously improve the customer experience • (For senior roles) Assist with high-level operational tasks and data analysis