Texas A&M University End User Support Specialist I in College Station, Texas

Position Information

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

Salary Commensurate

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

Job Summary

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

None.

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

Duties Performed

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.

Duties Performed

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.

Duties Performed

Participate in training and professional development sessions.

Duties Performed

Perform other duties as assigned.

Duties Performed

May provide training to end users on the use of widely used applications and/or various specialized software applications.

Duties Performed

Develop documentation for internal use by others in end use support areas.

Duties Performed

Assist end users with new technology deployments.

Duties Performed

Assist with evaluation of new technologies to determine their applicability to end user needs.

Duties Performed

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.