Research Assistant

Updated: 29 days ago
Location: College Station, TEXAS
Job Type: FullTime

Job Title

Client Technologies Analyst 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 Client Technologies Analyst II, under general supervision, will provide complex and non-routine specialized client technology support functions, such as troubleshooting, analysis, research, debugging, problem solving, etc, for Help Desk Central. The selected candidate will subscribe to and support our commitment to Inclusion, Diversity, Equity and Accountability (IDEA) 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 and updates our recruiting, hiring and onboarding processes to align with local, state and federally mandated health guidelines to keep employees, prospective employees, and visitors as safe as possible.  Each department has established both remote and in-person procedures for conducting these processes, which include sanitizing common spaces, a mask policy, and maintaining safe physical distancing to the extent possible.  Departments will provide the procedures to be followed at each step of the recruiting process.

Required Education and Experience:

  • Bachelor’s degree in applicable field or equivalent combination of education and experience
  • Three years of experience in hardware, software and network technology administration.

Required Knowledge, Skills and Abilities:

  • Advanced knowledge of troubleshooting both Windows 10 and macOS platforms
  • Advanced knowledge of Microsoft365, Google Apps, and modern email platforms
  • Effective customer service skills, ability to be productive working independently or in a team environment
  • Experience with ticketing systems and tracking incidents from initial contact through resolution
  • Experience leveraging or implementing the Information Technology Infrastructure Library (ITIL) framework
  • Ability to collaborate effectively through phone, email, live chat, and in person
  • 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 and strategic-thinking skills
  • Provide support on nights and weekends as needed

Preferred Education and Experience:

  • Bachelor's Degree in Computer or Information Systems Management, Computer Systems Analyst, or Information Technology
  • Six or more years of recent experience providing IT Help Desk support for a higher education institution
  • Experience creating multimedia training materials
  • Experience with using ServiceNow

Preferred Knowledge, Skills, and Abilities

  • Effective project management skills
  • Ability to identify process improvement opportunities

Preferred Licenses and Certifications

  • ITIL Foundations, CompTIA A+

Responsibilities:

  • IT Support - Troubleshoot all IT related issues via phone, chat, email and walk-in services. Provide Windows and macOS support, advanced troubleshooting, and issue resolution for faculty, researchers, administrative and executive staff, and students. Support and assist Tier II+ specialists and IT managers, as needed. Create and follow 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.
  • Incident Management & Documentation - Monitor and manage assigned incident and help request queues according to established Incident Management expectations 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. Coordinate and assist in creating internal and public-facing documentation through established Knowledge Centered Service methodologies. Provide periodic tactical reports to leadership.
  • Leadership & Personnel Management - Lead, motivate, develop, and coach student technicians, and Tier I team members. Model ethical, regulatory, and performance standards. Oversee and champion workplace diversity and inclusiveness. Model and promote the open sharing of information, dedication to the team’s strategic mission, customer commitment, collaboration, and cooperation. Assist in managing personnel issues.
  • Training - Provide periodic one-on-one and small group training to faculty, staff and students on a variety of IT related tools or topics. Provide training and development to student technicians and other front-line staff.Campus Engagement - Engage campus members in a professional and friendly manner. Promote IT initiatives and establish partnerships within the campus IT community.
  • Professional Development - Participate in 4+ applicable IT training and professional development activities yearly, as approved by IT leadership.
  • Other - Perform 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.

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

Client Technologies Analyst 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 Client Technologies Analyst II, under general supervision, will provide complex and non-routine specialized client technology support functions, such as troubleshooting, analysis, research, debugging, problem solving, etc, for Help Desk Central. The selected candidate will subscribe to and support our commitment to Inclusion, Diversity, Equity and Accountability (IDEA) 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 and updates our recruiting, hiring and onboarding processes to align with local, state and federally mandated health guidelines to keep employees, prospective employees, and visitors as safe as possible.  Each department has established both remote and in-person procedures for conducting these processes, which include sanitizing common spaces, a mask policy, and maintaining safe physical distancing to the extent possible.  Departments will provide the procedures to be followed at each step of the recruiting process.

Required Education and Experience:

  • Bachelor’s degree in applicable field or equivalent combination of education and experience
  • Three years of experience in hardware, software and network technology administration.

Required Knowledge, Skills and Abilities:

  • Advanced knowledge of troubleshooting both Windows 10 and macOS platforms
  • Advanced knowledge of Microsoft365, Google Apps, and modern email platforms
  • Effective customer service skills, ability to be productive working independently or in a team environment
  • Experience with ticketing systems and tracking incidents from initial contact through resolution
  • Experience leveraging or implementing the Information Technology Infrastructure Library (ITIL) framework
  • Ability to collaborate effectively through phone, email, live chat, and in person
  • 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 and strategic-thinking skills
  • Provide support on nights and weekends as needed

Preferred Education and Experience:

  • Bachelor's Degree in Computer or Information Systems Management, Computer Systems Analyst, or Information Technology
  • Six or more years of recent experience providing IT Help Desk support for a higher education institution
  • Experience creating multimedia training materials
  • Experience with using ServiceNow

Preferred Knowledge, Skills, and Abilities

  • Effective project management skills
  • Ability to identify process improvement opportunities

Preferred Licenses and Certifications

  • ITIL Foundations, CompTIA A+

Responsibilities:

  • IT Support - Troubleshoot all IT related issues via phone, chat, email and walk-in services. Provide Windows and macOS support, advanced troubleshooting, and issue resolution for faculty, researchers, administrative and executive staff, and students. Support and assist Tier II+ specialists and IT managers, as needed. Create and follow 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.
  • Incident Management & Documentation - Monitor and manage assigned incident and help request queues according to established Incident Management expectations 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. Coordinate and assist in creating internal and public-facing documentation through established Knowledge Centered Service methodologies. Provide periodic tactical reports to leadership.
  • Leadership & Personnel Management - Lead, motivate, develop, and coach student technicians, and Tier I team members. Model ethical, regulatory, and performance standards. Oversee and champion workplace diversity and inclusiveness. Model and promote the open sharing of information, dedication to the team’s strategic mission, customer commitment, collaboration, and cooperation. Assist in managing personnel issues.
  • Training - Provide periodic one-on-one and small group training to faculty, staff and students on a variety of IT related tools or topics. Provide training and development to student technicians and other front-line staff.Campus Engagement - Engage campus members in a professional and friendly manner. Promote IT initiatives and establish partnerships within the campus IT community.
  • Professional Development - Participate in 4+ applicable IT training and professional development activities yearly, as approved by IT leadership.
  • Other - Perform 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.

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.


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