End User Support Specialist I

Job Title

End User Support Specialist I

Agency

Texas A&M University

Department

Technology Services

Proposed Minimum Salary

Commensurate

Job Location

College Station, Texas

Job Type

Staff

Job Description

Our Commitment

Texas A&M University is committed to enriching the learning and working environment by promoting a culture that respects all perspectives, talents & lived experiences.  Embracing varying opinions and perspectives strengthens our core values which are: Respect, Excellence, Leadership, Loyalty, Integrity, and Selfless Service.

Who we are

Technology Services provides reliable and accessible IT services to elevate and enhance Texas A&M University. We provide IT leadership to the campus community while enabling the research, education and service mission of Texas A&M. With trusted services and innovative solutions, we are changing the technology landscape on campus.  To learn more about IT at Texas A&M University visit us at: https://it.tamu.edu/

What we want

The End User Support Specialist I is responsible for creating, updating, and maintaining routine technical documentation within Technology services and in coordination with various groups around campus.

What you need to know

Salary: Commensurate on selected candidate's experience

Other Requirements or Other Factors: May be required to work evenings, weekends, and/or on-call support

Required Education and Experience:

• Bachelor’s degree  or equivalent combination of education and experience
• Four months (1 semester) of student worker and/or customer service experience

Required Knowledge, Skills and Abilities:

• Must have excellent written communication skills
• Must be able to work in a collaborative team environment
• Ability to multi-task and work cooperatively with others
• Must have strong interpersonal skills

Preferred Education and Experience:

• Technical writing experience

Preferred Certifications:

• ITIL Foundations, HDI KCS Foundations Certification

Responsibilities:

• Technical Writing - Create, update, and maintain technical documentation within Technology Services. This includes public instructional documentation, internal instructional documentation, and internal process documentation. Confers with personnel in resolving problems involving procedural and technical matters. Helps develop technical standards.
• Process Management - Monitor our knowledge management processes throughout the organization. Generate and analyze reports on knowledge management to provide insight on process adoption, conformance, and effectiveness. Ensures work is accurate and in compliance with departmental or project quality standards.
• Process Coaching Coach others as needed within the organization on effective use of knowledge processes in order to maximize process efficiency and growth of institutional knowledge. Assists end users with knowledge processes.
• Customer/Vendor Relations Maintain close and collaborative working relationships with stakeholders, customers, and vendors. Determines information needs and requirements.

Why Texas A&M University? 

We are a prestigious university with strong traditions, Core Values, and a community of caring and collaboration.  Amenities associated with a major university, such as sporting and cultural events, state-of-the-art recreation facilities, the Bush Library and Museum, and much more await you.  Experience all that a big city has to offer but with a reasonable cost-of-living and no long commutes. 

• Health , dental , vision , life and long-term disability insurance with Texas A&M contributing to employee health and basic life premiums
• 12-15 days of annual paid holidays 
• Up to eight hours of paid sick leave  and at least eight hours of paid vacation each month
• Automatically enrollment in the Teacher Retirement System of Texas 
• Health and Wellness: Free exercise programs and release time
• Professional Development: All employees have access to free LinkedIn Learning  training, webinars, and limited financial support to attend conferences, workshops, and more 
• Employee Tuition Assistance and Educational Release time   for completing a degree while a Texas A&M employee

Instructions to Applicants: Applications received by Texas A&M University must either have all job application data entered or a resume attached. Failure to provide all job application data or a complete resume could result in an invalid submission and a rejected application. We encourage all applicants to upload a resume or use a LinkedIn profile to pre-populate the online application.

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/Affirmative Action/Veterans/Disability Employer.