End User Support Specialist II

Job Title

End User Support Specialist II

Agency

Texas A&M University

Department

Technology Services

Proposed Minimum Salary

Commensurate

Job Location

Bryan, 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

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 routinely performs complex and non-routine specialized end user support functions, such as troubleshooting, analysis, research, de-bugging, problem-solving, etc.  The selected candidate will subscribe to and support our commitment to Inclusion, Diversity, Equity and Accountability as stated above. If the description sounds interesting to you, we invite you to apply to be considered for this opportunity.

What you need to know

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 in applicable field or equivalent combination of education and experience
• Three years of experience in user IT consulting

Required Knowledge, Skills and Abilities:

• Knowledge of word processing and spreadsheet applications
• Knowledge of troubleshooting and problem-solving
• Client relations skills
• Knowledge of requirement assessment and analysis, project management methodology, context and interrelationships
• Information Technology Interface Library ITIL (ITIL)
• 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:

• Degree in Computer or Information Systems Management, Computer Systems Analyst, or Information Technology
• Four or more years of recent experience providing deskside support of both Windows and MacOS devices for a higher education institution

Preferred Knowledge, Skills, and Abilities:

• Advanced software troubleshooting and hardware repair experience across both PC and Mac platforms
• Advanced Windows 10 and MacOS 10.14+ troubleshooting skills
• Advanced HP and Xerox Printer hardware and software experience
• Intermediate knowledge of IT Endpoint Security practices 

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 Desktop Support Technician

Responsibilities:

• Problem Management - Troubleshoot a variety of end user computing and connectivity issues. Provide Tier II support and assist with Tier III, as needed. Evaluate and follow through on issues and problems until resolved or escalated.
• Client Consultation and Training - Research unique end user needs. Provide specialized guidance, recommendations, alternative options, 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. Provide training to end users on the advanced use of widely used applications and/or various specialized software applications. Help develop end user training.
• Documentation - Review the accuracy of documentation of end user support methods and procedures.
• New Technology Deployment and System Integration Testing - Collaborate with other technical staff with the implementation of new technology deployments.
• Technology Planning and Evaluation - Implement the evaluation of new technologies to determine their applicability to end user needs.
• Common Duties - Coordinate the technical activities of a small project team; assist and mentor other employees in resolving various issues; participate with management personnel in planning, direction, and coordinating operational and/or procedural matters to meet goals and objectives; produces reports and summaries for management and/or users including status reports, problem reports, progress summaries, and system utilization reports; participate in change management and problem tracking; and perform all or some of the duties of an End User Support Specialist I.
• Supervision - Supervise and train student workers.
• Project Planning Support - Assist project leader with developing work plan and time schedules for projects including outlining phases and identifying personnel and computing equipment requirements.
• Professional Development - Participate in training and professional development sessions. Performs other duties as assigned.
• Instructions to Applicants: Applications received by Texas A&M University and TAMHSC, 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.

Instructions to Applicants: Applications received by Texas A&M University and TAMHSC, 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.