- Bachelor's degree or equivalent combination of education and experience AND Four months (1 semester) of student worker and/or customer service experience.
- Working knowledge of troubleshooting software.
- Skills in user IT consulting.
- Excellent customer service skills.
- Must have strong problem-solving skills.
- Ability to be productive working independently or in a team environment.
- Bachelor's degree in Computer or Information Systems Management
- Two years of recent experience providing deskside support of both Windows and MacOS devices for a higher education institution.
- Intermediate software troubleshooting and hardware repair experience across both PC and Mac platforms.
- Intermediate Windows 10 and MacOS troubleshooting skills.
- Advanced HP and Xerox Printer hardware and software experience.
- Working knowledge of IT Endpoint Security practices.
- Licenses and Certifications: Dell Certified Systems Expert, Apple Certified Mac Technician, Microsoft Modern Desktop Administrator Associate, ITIL Foundations or higher, HDI Desktop Support Technician.
- Problem Management: Troubleshoot all endpoint computing related issues for Windows, Mac and Mobile devices. Provide frontline hardware and software break-fix, troubleshooting, and issue resolution for faculty, researchers, administrative and executive staff, and students. Support and assist Tier II+ specialists and IT managers, as needed. 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: Closely manage assigned incidents and help requests through established response and resolution time SLAs 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.
- Training: Provide periodic one-on-one and large group training to faculty, staff and students on a variety of IT related tools or topics.
- Campus Engagement: Consistently engage campus members in a professional and friendly manner. Promote IT initiatives and establish partnerships within the campus IT community.
- Professional Growth Participates in training and professional development sessions. Performs other duties as assigned.
- Health, dental, vision, life and long-term disability insurance with Texas A&M contributing to employee health and basic life premiums
- 12-15 days of annual paid holidays
- 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
Entry Level IT Support Specialist I - College Station, United States - The Texas A&M University System
Description
Job Description
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. Embracing varying opinions and perspectives strengthens our core values which are: Respect, Excellence, Leadership, Loyalty, Integrity, and Selfless Service.
Who we are
Technology Services 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: class="emphasis-3"> What we want
We are seeking an Entry Level End User Support Specialist I to join our team. In this position, under general supervision, you will perform routine end user support functions. You will also provide technical support by answering questions and providing consultation to campus faculty, researchers, administrative staff and students. This position is an onsite role in College Station, Texas. . It may also required you to provide on-call on nights and weekends support as needed.
What you need to know
Salary: Commensurate based on selected candidate's education and experience
Required Education and Experience:
Required Knowledge, Skills, and Abilities:
Preferred Qualifications:
Responsibilities
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.