End User Support Specialist-EMS

East Texas A&M University • Commerce, TX

1d • Onsite

About The Position

The End-User Support Specialist will be responsible for general operational use, maintaining and improving integrations, identifying/improving workflows for the university community in regard to the University scheduling software. In addition, the End-User Support Specialist will be equipped to troubleshoot computing workstations, install software, and assist with OS updates, patches, etc. The individual will also be available to assist with event planning where technical assistance is required.
ETAMU is a fast-growing public university with a strong reputation for academic excellence, research innovation, and student success. With over 140+ degree programs, a 20:1 student-to-faculty ratio, and nationally ranked online and graduate programs, ETAMU is committed to transforming lives through quality education. Our employees benefit from a collaborative community, cutting-edge research opportunities, and outstanding resources.

Requirements

• Bachelor’s degree in applicable field or equivalent combination of education and experience.
• Two years of related experience
• Ability to: Multi-task and work well as part of a team.
• Work non-typical business days/weeks.
• Excellent customer service and time-management skills.
• Ability to lift and move equipment weighing up to 60 pounds.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of stakeholders in a varied community.
• Ability to communicate with IT Professionals concerning computer or network security systems, applications, servers, procedures, and policies.
• Proficient skills with Microsoft Office software including Word, Excel, PowerPoint, and Outlook.

Nice To Haves

• Hardware/Software troubleshooting
• Basic IT Support principles.
• Advanced proficiency in EMS (Event Management System)
• diagramming software
• project/task management platforms (e.g., 7point Ops, Trello, Slack).

Responsibilities

• Serve as the lead or co-administrator for the University’s scheduling software (currently Event Management System), overseeing reservation workflows, system integrity, user access, and training.
• Coordinate EMS use with custodial, operations, and event services to ensure room turnover schedules, cleaning, and setups are seamlessly integrated.
• Assist with scheduling events outside the purview of other core stakeholders' responsibilities for specific buildings or business processes.
• Identify and improve business processes, where applicable, pertaining to EMS operations.
• Provide high-level customer service to students, staff, and faculty.
• Addresses tier 2 and 3 level issues.
• Track changes in ticketing system with appropriate notes.
• Ability to work a non-typical business day/week. (Before 8 am and after 5pm and possibly weekends)
• Troubleshoot and support managed end-user computing assets.
• Provide training/demonstrations of end-user technology to faculty, staff, and students.
• Document standard operating procedures consisting of, but limited to, repair, replacement, and maintenance of hardware/software.
• Utilizing the IT work order ticketing system to document support engagement.
• Assist with maintaining the technology inventory assigned to the particular location.
• Assist with evaluating, procuring, planning, implementing, and maintaining various software platforms.
• Supervise student workers if applicable.
• Contributes to the effective team management of all relevant initiatives, problems, issues, and opportunities.
• Assist with developing and maintaining DMS forms, processes, and reporting.

Benefits

• Employee tuition assistance for master’s and doctoral programs.
• Comprehensive benefits package including health, dental, vision, life, and long-term disability insurance.
• ETAMU contributes to employee health and basic life insurance premiums.
• 12-15 days of annual paid holidays, plus up to eight hours of paid sick leave and vacation each month.
• Automatic enrollment in the Teacher Retirement System of Texas (TRS), with optional additional retirement plans (ORP).
• Physical wellness program and wellness release time for eligible employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree