Texas A&M University End User Support Specialist I in College Station, Texas
Position Title End User Support Specialist I
Posting Title IT Service Desk Consultant
System Member Institution/Agency TEXAS A&M UNIVERSITY (TAMU)
Department TEXAS A&M INFORMATION TECHNOLOGY / 02-270300
Posting Number S00030FY18
Pay Basis Annually
Job Close Date
Geographic Location College Station
Budget Type Budgeted/Benefits - Full-Time
Is this position restricted by the Patriot Act? No
Is this position D.O.T. regulated? No
EEO AA Statement
The Texas A&M System is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer committed to diversity.
Position Summary Information
The End User Support Specialist I (IT Service Desk Consultant) is responsible for routinely performing routine end-user support functions.
Required Education and Experience
Bachelor’s degree or any equivalent combination of training and experience. Two years of related experience in user IT consulting.
Preferred Education and Experience
Experience with Microsoft, Apple, and/or Linux/Unix OS.
Required Licenses, Certifications, or Registrations
Preferred Licenses, Certifications, or Registrations
CompTIA A+, ITIL Foundations.
Required Special Knowledge, Abilities, and Skills
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 Special Knowledge, Abilities, and Skills
Cross-disciplined IT skills, advanced IT skills, report writing skills, intermediate troubleshooting, client relations, ingenuity, formulating and contributing ideas, and knowledge of ITIL. Experience with ServiceNow, Bomgar, and Cisco UCCX Call Center.
Other Requirements or Other Factors
Must be able to work nights, as this is a second shift position. Typical hours are 3:30pm to 12:30am; Monday thru Friday.
Preferred Other Requirements or Other Factors
Ability to work some weekends, if necessary.
Detailed Job Duties
Troubleshoot a variety of end user computing and connectivity issues. Provide Tier I support and assist with Tier II, as needed. Evaluates and follows through on issues and problems until resolved or escalated.
Provide 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 goal and in accordance with all policy requirements.
Participate in training and professional development sessions.
Perform other duties as assigned.
May provide training to end users on the use of widely used applications and/or various specialized software applications.
Develop documentation for internal use by others in end use support areas.
Assist end users with new technology deployments.
Assist with evaluation of new technologies to determine their applicability to end user needs.
Confer with other personnel in resolving problems involving procedural and technical matters; research problems and recommend solutions; provide resource estimates and progress reports; serve on committees to develop technical standards and directions; meet with customers and technical staff to determine information needs and requirements; ensures that all work is accurate and in compliance with departmental or project quality standards; provides on-call support on nights and weekends as needed; and provide input for the planning and budget process.