End User Support Specialist I

Job Title

End User Support Specialist I

Agency

Texas A&M University

Department

Health Science Information Technology

Proposed Minimum Salary

Commensurate

Job Location

Kingsville, Texas

Job Type

Staff

Job Description

Our Commitment

Texas A&M University is committed to enriching the learning and working environment for all visitors, students, faculty, and staff by promoting a culture that embraces inclusion, diversity, equity, and accountability.  Diverse perspectives, talents, and identities are vital to accomplishing our mission and living our core values .

Who we are

The Division of Information Technology 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. This position will focus on delivering exemplary service to Health Science Center faculty, staff, students, clinicians and researchers.  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, under general supervision, performs routine front line desk-side support functions for campus faculty, researchers, administrative staff and students. The selected candidate will subscribe to and support our commitment to Inclusion, Diversity, Equity and Accountability (IDEA) as stated above. If this job description sounds interesting to you, we invite you to apply to be considered for this opportunity.

What you need to know

Location Details: This position is located in Kingsville, Texas.

Cover Letter/Resume’: A cover letter and resume’ are strongly recommended. You may upload these documents on the application under CV/Resume.

COVID-19 information:  Texas A&M University monitors local, state and federally mandated health guidelines to keep students, employees, prospective employees, and visitors as safe as possible. For the latest information regarding Texas A&M’s COVID-19 response, please visit the University’s COVID-19 website . For COVID-19 employment-related information, please visit the Division of Human Resources and Organizational Effectiveness’ COVID-19 website .

Required Education and Experience:

• Bachelor’s degree or equivalent combination of education and experience
• Two years of experience in user IT consulting

Required Knowledge, Skills, and Abilities:

• Working knowledge of troubleshooting both Windows 10 and MacOS platforms, effective customer-centric client relation abilities
• Ability to be productive working independently or in a team environment and working knowledge of the Information Technology Infrastructure Library (ITIL) framework
• Must be able to work in a collaborative team environment
• Ability to multi-task and work cooperatively with others
• Ability to work with a diverse range of people
• Must have strong interpersonal skills
• Must have strong problem-solving skills 

Other Requirements or Other Factors:

• Lifting or moving heavy equipment periodically. Must have the ability to disconnect & move computers
• Must be able to maneuver around a building including multiple floors and tight spaces
• This position is located in Kingsville, Texas

Preferred Education and Experience:

• Degree in Computer or Information Systems Management, Computer Systems Analysis, or Information Technology
• Two years of experience providing 1st contact IT help desk or desk-side support of both Windows and macOS devices for a higher education institution
• Intermediate HP and Xerox Printer hardware and software experience

Preferred Licenses and Certifications:

• CompTIA A+, Network +, or Security+ Certification, Dell Certified Systems Expert, Apple Certified Mac Technician, Microsoft Modern Desktop Administrator Associate, ITIL Foundations or higher, HDI Support Center Team Lead Certification, HDI KCS Foundation/Principles Certification, HDI Customer Service Representative Certification

Preferred Knowledge, Skills, and Abilities:

• Excellent customer service & strong verbal and written communication skills supporting a 1st contact IT help desk
• Intermediate software troubleshooting and hardware repair experience across both PC and Mac platforms
• Intermediate Windows 10 and MacOS 10.14+ troubleshooting skills
• Working knowledge of IT Endpoint Security practices

Responsibilities:

• Problem Management - roubleshoots a variety of end user computing and connectivity issues.  Provides Tier I support and training, and assists with Tier II issues, as needed.  Evaluates and follows through on issues and problems until resolved or escalated. 

• Client Consultation - Provides established guidance, recommendations, and solutions in the use or selection of a variety of hardware and software products in order to achieve the end user’s goals and in accordance with all policy requirements.

• Client Training - Provides training to end users on the use of widely used applications and/or various specialized software applications.

• Campus Engagement - Engages campus members in a professional and friendly manner. Promotes IT initiatives and establishes partnerships within the campus IT community.

• Professional Development - Participates in training and professional development sessions. 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 committed to diversity.

Job Title

End User Support Specialist I

Agency

Texas A&M University

Department

Health Science Information Technology

Proposed Minimum Salary

Commensurate

Job Location

Kingsville, Texas

Job Type

Staff

Job Description

Our Commitment

Texas A&M University is committed to enriching the learning and working environment for all visitors, students, faculty, and staff by promoting a culture that embraces inclusion, diversity, equity, and accountability.  Diverse perspectives, talents, and identities are vital to accomplishing our mission and living our core values .

Who we are

The Division of Information Technology 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. This position will focus on delivering exemplary service to Health Science Center faculty, staff, students, clinicians and researchers.  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, under general supervision, performs routine front line desk-side support functions for campus faculty, researchers, administrative staff and students. The selected candidate will subscribe to and support our commitment to Inclusion, Diversity, Equity and Accountability (IDEA) as stated above. If this job description sounds interesting to you, we invite you to apply to be considered for this opportunity.

What you need to know

Location Details: This position is located in Kingsville, Texas.

Cover Letter/Resume’: A cover letter and resume’ are strongly recommended. You may upload these documents on the application under CV/Resume.

COVID-19 information:  Texas A&M University monitors local, state and federally mandated health guidelines to keep students, employees, prospective employees, and visitors as safe as possible. For the latest information regarding Texas A&M’s COVID-19 response, please visit the University’s COVID-19 website . For COVID-19 employment-related information, please visit the Division of Human Resources and Organizational Effectiveness’ COVID-19 website .

Required Education and Experience:

• Bachelor’s degree or equivalent combination of education and experience
• Two years of experience in user IT consulting

Required Knowledge, Skills, and Abilities:

• Working knowledge of troubleshooting both Windows 10 and MacOS platforms, effective customer-centric client relation abilities
• Ability to be productive working independently or in a team environment and working knowledge of the Information Technology Infrastructure Library (ITIL) framework
• Must be able to work in a collaborative team environment
• Ability to multi-task and work cooperatively with others
• Ability to work with a diverse range of people
• Must have strong interpersonal skills
• Must have strong problem-solving skills 

Other Requirements or Other Factors:

• Lifting or moving heavy equipment periodically. Must have the ability to disconnect & move computers
• Must be able to maneuver around a building including multiple floors and tight spaces
• This position is located in Kingsville, Texas

Preferred Education and Experience:

• Degree in Computer or Information Systems Management, Computer Systems Analysis, or Information Technology
• Two years of experience providing 1st contact IT help desk or desk-side support of both Windows and macOS devices for a higher education institution
• Intermediate HP and Xerox Printer hardware and software experience

Preferred Licenses and Certifications:

• CompTIA A+, Network +, or Security+ Certification, Dell Certified Systems Expert, Apple Certified Mac Technician, Microsoft Modern Desktop Administrator Associate, ITIL Foundations or higher, HDI Support Center Team Lead Certification, HDI KCS Foundation/Principles Certification, HDI Customer Service Representative Certification

Preferred Knowledge, Skills, and Abilities:

• Excellent customer service & strong verbal and written communication skills supporting a 1st contact IT help desk
• Intermediate software troubleshooting and hardware repair experience across both PC and Mac platforms
• Intermediate Windows 10 and MacOS 10.14+ troubleshooting skills
• Working knowledge of IT Endpoint Security practices

Responsibilities:

• Problem Management - roubleshoots a variety of end user computing and connectivity issues.  Provides Tier I support and training, and assists with Tier II issues, as needed.  Evaluates and follows through on issues and problems until resolved or escalated. 

• Client Consultation - Provides established guidance, recommendations, and solutions in the use or selection of a variety of hardware and software products in order to achieve the end user’s goals and in accordance with all policy requirements.

• Client Training - Provides training to end users on the use of widely used applications and/or various specialized software applications.

• Campus Engagement - Engages campus members in a professional and friendly manner. Promotes IT initiatives and establishes partnerships within the campus IT community.

• Professional Development - Participates in training and professional development sessions. 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 committed to diversity.