IT Generalist II

Job Title

IT Generalist II

Agency

Texas A&M University

Department

Division Of Information Technology

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

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.  To learn more about IT at Texas A&M University visit us at: https://it.tamu.edu/

What we want

The IT Generalist II, under general supervision is responsible for assisting with routine technical support for various information technology projects or work groups.  Assists with routine technical support to customers. 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

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
• One year of related experience in information technology

 

Required Knowledge, Skills, and Abilities:

• Must be able to work in a collaborative team environment
• Ability to multi-task and work cooperatively with others
• Must have strong interpersonal skills and strategic-thinking skills  
• Basic IT knowledge of troubleshooting both Windows 10 and macOS platforms  
• Effective customer service skills and conflict management
• Ability to be productive working independently or in a team environment
• Knowledge of Microsoft 365 Products (Word, Excel, etc)
• Ability to communicate effectively through phone, email, live chat, and in person

Other Requirements or Other Factors:

• The hours of operation for this position is 9am until 6pm, Monday through Friday
• Provide support on nights and weekends as needed
• Must be able to be on-call

Preferred Experience:

• Experience with ticketing systems and tracking incidents from initial contact through resolution
• Previous Help Desk or Call Center experience
• ServiceNow experience

 

Preferred Licenses and Certifications:

• ITIL Foundations

Responsibilities:

• Technical Support - Assists with basic IT troubleshooting through various means of contact, including telephone, chat, and email. Provides assistance to Tier 1 support to troubleshoot endpoint related issues. Manages incident flow from initial contact through resolution.

• Documentation - Assists with documentation of known resolutions and work-arounds to technical issues.

• Common Duties - Ensures that all work is accurate and in compliance with departmental or project quality standards. Follows-up on ticket queues. Performs quality assurance checks. 

• 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.

In accordance with the federal contractor vaccination mandate , specific facilities at The Texas A&M System may be considered a covered contractor workplace with covered contractor employees. Therefore, successful applicants for this position may be subject to the federal mandate and will be required to be fully vaccinated against COVID-19 as a condition of employment unless an approved medical or religious accommodation is in place.

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

IT Generalist II

Agency

Texas A&M University

Department

Division Of Information Technology

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

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.  To learn more about IT at Texas A&M University visit us at: https://it.tamu.edu/

What we want

The IT Generalist II, under general supervision is responsible for assisting with routine technical support for various information technology projects or work groups.  Assists with routine technical support to customers. 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

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
• One year of related experience in information technology

 

Required Knowledge, Skills, and Abilities:

• Must be able to work in a collaborative team environment
• Ability to multi-task and work cooperatively with others
• Must have strong interpersonal skills and strategic-thinking skills  
• Basic IT knowledge of troubleshooting both Windows 10 and macOS platforms  
• Effective customer service skills and conflict management
• Ability to be productive working independently or in a team environment
• Knowledge of Microsoft 365 Products (Word, Excel, etc)
• Ability to communicate effectively through phone, email, live chat, and in person

Other Requirements or Other Factors:

• The hours of operation for this position is 9am until 6pm, Monday through Friday
• Provide support on nights and weekends as needed
• Must be able to be on-call

Preferred Experience:

• Experience with ticketing systems and tracking incidents from initial contact through resolution
• Previous Help Desk or Call Center experience
• ServiceNow experience

 

Preferred Licenses and Certifications:

• ITIL Foundations

Responsibilities:

• Technical Support - Assists with basic IT troubleshooting through various means of contact, including telephone, chat, and email. Provides assistance to Tier 1 support to troubleshoot endpoint related issues. Manages incident flow from initial contact through resolution.

• Documentation - Assists with documentation of known resolutions and work-arounds to technical issues.

• Common Duties - Ensures that all work is accurate and in compliance with departmental or project quality standards. Follows-up on ticket queues. Performs quality assurance checks. 

• 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.

In accordance with the federal contractor vaccination mandate , specific facilities at The Texas A&M System may be considered a covered contractor workplace with covered contractor employees. Therefore, successful applicants for this position may be subject to the federal mandate and will be required to be fully vaccinated against COVID-19 as a condition of employment unless an approved medical or religious accommodation is in place.

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.