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

College Station, 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 serving the 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 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.

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, requirement assessment and analysis, project management methodology, context and interrelationships, and the Information Technology Interface Library ITIL (ITIL)
• Must be able to work in a collaborative team environment
• Ability to multi-task and work cooperatively with a diverse range of people
• 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 desk-side 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:

• Incident Management & Documentation - Closely manage assigned incidents and help requests through established response and resolution time SLAs using the Division’s Incident Management platform. Provide timely updates and effective communication methods to keep campus members informed through resolution. Monitor and address assigned work daily. Provide periodic tactical reports to leadership.
• Endpoint Support - Troubleshoots all endpoint computing related issues for Windows, Mac and Mobile devices.  Provides frontline hardware and software break-fix, troubleshooting, and issue resolution for faculty, researchers, administrative and executive staff, and students. Supports and assists Tier II+ specialists and IT managers, as needed. Follows detailed standard operating procedures, administrative procedures, and departmental guidelines in support of the Division’s mission to deliver focused and innovative services to support the university’s mission of providing the highest quality programs and first-class research.
• Campus Engagement - Consistently engages campus members in a professional and friendly manner. Promotes IT initiatives and establishes partnerships within the campus IT community.
• Training - Provides periodic one-on-one and large group training to faculty, staff and students on a variety of IT related tools or topics.
• Professional Development - Participate in training and professional development sessions. 

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.