End User Support Specialist I

Texas A&M University System•Canyon, TX

3d•Onsite

About The Position

West Texas A&M University’s End User Support Specialist I reports directly to the IT Technical Support Manager and provides secure end-user support services and technology guidance for the Division of Information Technology. The specialist maintains a presence at various campus locations and collaborates with faculty and staff to deliver desktop and hardware support, security and patch management, antivirus management, application support, troubleshooting, documentation, and training. The position also interfaces with other IT departments and mentors student technologists. Occasional support at locations in Amarillo and the Veterinary Education, Research, & Outreach (VERO) building is required, as is the ability to provide support on weekends and during off-hours. The role helps ensure Infrastructure Operations and Security areas comply with University and Texas A&M University System rules and procedures, PCI security standards, FERPA, copyright laws, and applicable State of Texas Department of Information Resources rules. The position requires a bachelor’s degree in an applicable field or an equivalent combination of education and experience, along with one year of related IT experience. A master’s degree, additional professional IT experience, relevant CompTIA certifications, and advanced experience with Microsoft and Apple products are preferred. The proposed minimum salary is $3,059.50 monthly. The University describes a benefits package that includes health and welfare insurance plans, health and lifestyle programs, optional retirement savings opportunities, paid leave programs, and 13–15 paid holidays per year. All posted positions are subject to budget approval.

Requirements

Bachelor’s degree in an applicable field or an equivalent combination of education and experience.
One year of related experience in Information Technology.
Knowledge of word processing and spreadsheet applications.
Knowledge of advanced IT, intermediate troubleshooting, client relations, formulating and contributing ideas, and ITIL.
Experience troubleshooting and repairing computer hardware issues.
Strong written and oral communication skills.
Ability to work effectively as a member of a team.
Ability to manage time and multitask.
Strong customer service orientation.
Experience working in a demanding, fast-paced environment.
Ability to maintain the security and integrity of critical infrastructure.
Ability to provide support on weekends and during off-hours.
Ability to work at various onsite University locations, with occasional support at Amarillo and the VERO building.

Nice To Haves

Master’s degree.
Two or more years of professional IT experience.
CompTIA A+, CompTIA Networking+, or CompTIA Security+ certification.
Advanced experience with Microsoft products and solutions, including Windows 10 and Active Directory.
Advanced experience with Apple products and solutions, including iOS and Mac devices and applications.
Ability to mentor and motivate entry-level technicians such as student technology workers.
Ability to establish and maintain standard operating procedures and related documentation.

Responsibilities

Manage desktop patch management systems, antivirus assurance, vulnerability remediation, and security compliance for deployed campus desktop and laptop operating systems and applications.
Troubleshoot end-user computing and connectivity issues.
Work with personnel to resolve procedural and technical problems.
Follow issues through to resolution or escalation, research problems, and recommend solutions.
Provide guidance and recommendations on hardware and software selection and use in line with user goals and policy requirements.
Ensure work is accurate and meets departmental or project quality standards.
Train end users on widely used and specialized software applications.
Serve on committees that develop technical standards and direction.
Determine information needs and requirements by meeting with customers and technical staff.
Assist end users with new technology deployments.
Help evaluate new technologies for applicability to end-user needs.
Complete required System, University, and job-specific online training courses on time and maintain 100% compliance.
Mentor student technologists and provide campus training and support as needed.
Provide occasional support at Amarillo and VERO locations and be able to provide weekend and off-hours support.
Help ensure Infrastructure Operations and Security areas comply with applicable University, System, PCI, FERPA, copyright, and Texas DIR requirements.