End User Support Specialist

Job Title

End User Support Specialist

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 & identities.  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 II is responsible for providing support to faculty and staff by guiding, coordinating, and administering Tier 2 support services related to Texas A&M's centrally-supported Learning Management System and other academic technologies that support teaching and learning at Texas A&M. The position will focus on 3rd party tools in learning how they interact with the LMS and providing support to campus members.

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
• Three years of experience in user IT consulting.

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Required Knowledge, Skills and Abilities:

• Ability to multi-task and work cooperatively with others.
• Ability to quickly learn new skills and in-depth knowledge of computer software.
• Ability to adjust to change with minimal impact on work.
• Ability to work in a fast-paced environment.
• Excellent verbal and written communication skills.
• Ability to balance multiple priorities.
• Attention to excellent customer service.
• Knowledge and ability to utilize a support/problem tracking system.
• Proficiency in learning management systems (LMS) and third-party tools that support teaching and learning.

Preferred Knowledge Skills and Abilities:

• Knowledge of 3rd party tools associated with the learning management system.
• Able to work in a collaborative and fast-paced team environment across multiple offices at a large institution of higher education.
• Strong interpersonal skills and service-oriented mindset.
• Advanced proficiency in the Canvas learning management system and third-party tools that support teaching and learning.
• Skilled in maintaining help documentation.
• Proficiency in industry-standard third-party tools applications and associated customer support.
• Proficiency in using a ticketing system to any customer concerns.
• Ability to troubleshoot software technical problems using a framework or generally accepted troubleshooting method in an expedient manner under pressure.
• Commitment to serving faculty and students with industry standard practices embedded in a large institution of higher education.

Responsibilities:

Faculty & Staff Consultation - Provides consultative service and troubleshooting support to faculty and staff using complex software applications for Tier 1 and Tier 2 support using various communication channels (e.g., chat, email, telephone, Zoom, face to face). Responsible for guiding, coordinating, supporting, and administering support services related to TAMU’s centrally supported Learning Management System, and its associated learning technologies that support teaching and learning at TAMU. Provides resolutions to technical issues presented by faculty and staff using the learning management system and third-party tools. Evaluates and follows through on issues and problems until resolved or escalated. The position will focus on 3rd party tools in learning how they interact with the LMS and providing support to campus members.

Quality Assurance Monitoring and Evaluation - Ensures quality assurance in the implementation and support of complex software and services that support the teaching and learning mission at TAMU. Performs numerous tasks such as help ticket management, system/software documentation, and new feature testing. Assists in producing reports and summaries for leadership including status reports, problem reports, progress summaries, and system utilization reports.

Technical Documentation & Testing - Oversees the creation, maintenance, and gathering of technical information to support faculty and staff. Reviews the accuracy of documentation of end user support methods and procedures. Uses reports and data from tickets, calls, and interactions to ensure appropriate documentation is created. Constructs documentation for forward-facing sites, including the Office for Academic Innovation knowledge base using step-by-step processes and images to convey areas within the LMS and third-party tools. Participates in faculty and staff problem tracking to include the execution of in-depth testing and analysis for software problems as part of the problem management process. Participates in office-wide skill development and presentations. Performs other duties as assigned.

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.