IT Professional II

Job Title

IT Professional II

Agency

Texas A&M University

Department

Technology Services

Proposed Minimum Salary

Commensurate

Job Location

College Station, Texas

Job Type

Staff

Job Description

Glimpse of Job and Opportunity to Contribute 

The IT Professional II  role encompasses a range of responsibilities related to information technology. Here are some key aspects of this position: 

 

Technical Lead for End-User Support Services: 

• As an IT Professional II, you serve as a technical lead, guiding and assisting in end-user support services. This involves resolving complex technical issues through various channels such as phone, email, in-person interactions, or remote access. 

• You play a critical role in ensuring smooth operations for end-users by addressing their IT-related concerns promptly and effectively 

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Project Management and Process Development: 

• You contribute to project management efforts within the service desk. This includes participating in process development and implementation. 

• By evaluating reports and summaries, you help track progress, find areas for improvement, and ensure efficient service delivery. 

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Mentoring and Coaching: 

• As part of the Service Desk team, you can mentor student technicians. Providing feedback and coaching helps them enhance their skills and contribute effectively. 

• Your guidance contributes to a supportive learning environment and ensures high-quality service for end-users. 

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Participation in IT Projects and Initiatives: 

• Beyond day-to-day support, you lead and actively take part in IT projects and initiatives. These could involve system upgrades, process enhancements, or security measures. 

• Your expertise contributes to the overall success of IT operations within the organization. 

    

Qualifications 

• Bachelor’s degree in an applicable field or equivalent combination of education and experience 

• 3+ years of experience providing IT support 

 

Required Knowledge, Skills, and Abilities: 

• Advanced knowledge troubleshooting Windows, Mac OS, and mobile devices 

• Excellent customer-centric client relation abilities 

• Exceptional attention to detail and ability to lead a small team 

• Must have strong interpersonal, collaborative, and strategic-thinking skills 

• Excellent communication, problem-solving, and customer service skills, ability to explain technical concepts in a simple and clear way 

• Demonstrated ability to create and use technical documentation 

• Ability to work independently and as part of a team, with a high degree of initiative and accountability 

• Ability to multi-task and work cooperatively with others 

 

Preferred Qualifications: 

• 3+ years of experience providing IT support in a service desk or call center environment, preferably in a higher education setting 

• Familiarity with ITSM tools (TDx, ServiceNow) 

• Experience in conflict resolution and using effective communication strategies to deescalate and achieve common goals 

• ITIL (Information Technology Interface Library) Foundations certification 

• HDI Customer Service Representative, Support Center Analyst, or Desktop Advanced Support Technician certification

    

Why Texas A&M University?   

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. 

 

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.