End User Support Specialist I

Job Title

End User Support Specialist I

Agency

Texas A&M Forest Service

Department

Information Resources Department

Proposed Minimum Salary

$3,833.33 monthly

Job Location

College Station, Texas

Job Type

Staff

Job Description

The End User Support Specialist I is responsible for supporting the agency from a front-line computer software support perspective. Regular support areas include custom, off-the-shelf and hosted service software support, troubleshooting computer hardware, software and peripheral issues and client support to agency personnel.
 

Responsibilities:

-End user support: Provide end user support to agency personnel at the headquarters and at all the satellite offices - email, network, desktop and portable computing. Conduct necessary research on complex technical problems and develops and implements solutions to meet those needs. Provides on-call support on nights and weekends as needed.

-Custom Software Support: Provide support for the agency's specialized software solutions, including but not limited to video conferencing, file-sharing, in-house developed custom software, intranet portal, agency websites, phone systems, network systems, anti-virus/anti-malware solutions, security systems and multi-factor authentication.

-Computer Support: Install operating system and software on client workstations. Install, maintain, troubleshoot and repair computer hardware that includes interpretation of computer self-diagnostic initialization, installation, configuration and operation of various computer operating systems. Initialization of hard-drives, installation and configuration of hardware upgrades and removal of virus and spy-ware from computer equipment. Follow the vendor warranty procedures to replace defective computer hardware and its peripherals. On-site and off-site troubleshooting, repair and upgrade on printer and equipment that includes performing local and network printer tests.

-Software Deployments: Assist end users with new technology deployments.

-Training: Provide ad-hoc training on the use of widely used applications and various specialized software applications.

-Purchasing and Inventory: Develop specifications and purchase hardware and software for servers. Process client requests for purchase of hardware and software. Perform routine audits on software and produce reports.

-Professional development: Participate in professional development and training sessions.

-Other duties as assigned.

Working Conditions: Primarily an office-type environment with occasional travel. Some heavy lifting of computer and server equipment may be required. This position works 40 hours/wk, Monday-Friday - 8am-5pm.

Education and Experience:

Required Education: Bachelor's degree

Preferred Education: Bachelor's degree in Computer Information Systems, MIS, Computer Science, Engineering or related field.

Required Experience: Minimum two (2) years of experience in maintenance, troubleshooting, software support and repair of computer equipment and customer service experience.

Preferred Experience: Minimum three (3) years of experience in maintenance, troubleshooting, software support and repair of computer equipment and customer service experience.

Knowledge, Skills and Abilities:

Required Knowledge: Working knowledge of Microsoft Windows operating systems, Microsoft Office applications, Adobe products, ESRI products and platforms, multi-factor authentication, file-sharing platforms, anti-virus/anti-malware solutions, video conferencing, remote connectivity and hardware/software diagnostics.

Preferred Knowledge: Exchange, DNS, DHCP and LAN/WAN network configurations.

Required Skills: Strong interpersonal, written and verbal communication skills.

Preferred Skills: Familiarity with or demonstrated skills in the use of Microsoft imaging technologies, Active Directory.

Required Abilities: Work in a collaborative team environment. Work under routine supervision with regular review from supervisor. Multi-task and work cooperatively with others.

Registrations, Certifications and Licenses:

Required: Valid Texas driver's license of the ability to acquire on within 30 days of employment.

Preferred: Working towards A+, Network+ or ITIL certifications or their equivalent.

Applicant Instructions:

Resume, cover letter, references and transcript are REQUIRED to be uploaded to application.   Certifications are preferred to be uploaded to the application.  Documents/certifications can be uploaded in the "My Experience" page in the "Resume/CV section.  More than one document can be uploaded; just click the "Upload" button for each document.  Documents can only be loaded at this time and cannot be uploaded once the application is submitted.  If there are any issues uploading documents, please contact 979-458-6690.   Please check your spam folder in case more information is sent in regards to this position.

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 committed to diversity.