End User Support Specialist I - College Station, United States - Texas A&M University
Description
Job Title
End User Support Specialist I
Agency
Texas A&M University
Department
IT Academic Support
Proposed Minimum Salary
Commensurate
Job Location
College Station, Texas
Job Type
Staff
Our Commitment
Texas A&M University is committed to enriching the learning and working environment by promoting a culture that respects all perspectives, talents & lived experiences.
Respect, Excellence, Leadership, Loyalty, Integrity, and Selfless Service.
Who we are
What we want
What you need to know
- Other Requirements or
Other Factors:
_May be required to work evenings, weekends, and/or on-call support
Required Education and Experience:
- Bachelor's degree or equivalent combination of education and experience
- Four months (1 semester) of student worker and/or customer service experience
Required Knowledge, Skills and Abilities:
- Working knowledge of troubleshooting both Windows 10 and/or macOS platforms
- Excellent customer service skills
- Ability to be productive working independently and in a collaborative team environment
- Ability to multitask and work cooperatively with others
- Must have strong interpersonal skills
- Must have strong problemsolving skills
Preferred Education and Experience:
- Bachelor's degree in Computer or Information Systems Management
- Networked desktop support environment providing 1st contact IT help desk or deskside support of both Windows and macOS devices for a higher education institution
- Experience working with Microsoft Active Directory, Dell KACE, and ITIL Foundations
- Experience working with networked printers/scanners/digital signage
Responsibilities:
Help Desk Support - Monitors the Libraries Help Desk on a regular basis. Provides technical support for customers. Provides Tier I support and assists with Tier II as needed. Answers questions and resolves computer problems for customers via telephone, remotely, or in person. Utilizes problem tracking system to monitor/document troubleshooting. Troubleshoots and repairs hardware and software for workstations (Windows and macOS/desktop, laptop) and printers. Troubleshoots and repairs configuration problems. Assists with troubleshooting network problems. Researches problems and recommends solutions. Provides support and troubleshooting for customers with mobile devices. Provides on-call support on nights and weekends as needed. Assists in coordinating the technical activities and training of the student technicians.
Teamwork - Assists co-workers in resolving certain technical problems; confers with other personnel in resolving problems involving procedural and technical matters. Provides technical guidance and
Professional Growth - Participates in training and professional development sessions. Completes 4+ applicable IT training and professional development activities yearly, as approved by IT leadership. Performs other duties as assigned.
Why Texas A&M University?
We are a prestigious university with strong traditions, Core Values, and a community of caring and collaboration.
Amenities associated with a major university, such as sporting and cultural events, state-of-the-art recreation facilities, the Bush Library and Museum, and much more await you.
Experience all that a big city has to offer but with a reasonable cost-of-living and no long commutes.- Health, dental, vision, life and longterm disability insurance with Texas A&M contributing to employee health and basic life premiums
- Up to eight hours of paid sick leave and at least eight hours of paid vacation each month
- Automatically enrollment in the Teacher Retirement System of Texas
- Health and Wellness: Free exercise programs and release time
- Professional Development: All employees have access to free LinkedIn Learning training, webinars, and limited financial support to attend conferences, workshops, and more
- Employee Tuition Assistance and Educational Release time for completing a degree while a Texas A&M employee
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