End User Support Specialist I

West Texas A&M University•Canyon, TX

2d•Onsite

About The Position

West Texas A&M University is hiring an End User Support Specialist I in the Department of Chief Information Officer. Reporting directly to the IT Technical Support Manager, this position maintains a strong presence at various onsite university locations and provides secure end-user support services and technology guidance. The specialist works with faculty and staff on desktop and hardware support, desktop and laptop security, patch and antivirus management, application support, troubleshooting, documentation, training, and coordination with other IT departments. The role also mentors student technologists and provides campus training and support. It occasionally supports locations in Amarillo and the Veterinary Education, Research, & Outreach (VERO) building, and requires availability to provide support on weekends or outside normal hours. The position helps ensure Infrastructure Operations and Security (IOS) practices comply with university rules and procedures, Texas A&M University System requirements, PCI security standards, and applicable standards such as FERPA, copyright laws, and Texas Department of Information Resources (DIR) Texas Administrative Codes (TAC) 202. The position is subject to budget approval and is security-sensitive; applicants are subject to a criminal history investigation and credential verification. The university does not offer H-1B or other work authorization visa sponsorship for this position. The proposed minimum salary is $3,059.50 monthly. Eligible employees may access comprehensive health and welfare insurance plans, health and lifestyle programs, optional retirement savings opportunities, paid leave programs, and 13–15 paid holidays each year.

Requirements

Bachelor’s degree in an applicable field or an equivalent combination of education and experience.
One year of related Information Technology experience.
Knowledge of word processing and spreadsheet applications.
Knowledge of advanced IT, intermediate troubleshooting, client relations, formulating and contributing ideas, and the Information Technology Infrastructure Library (ITIL).
Knowledge and 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, which may include communications systems, computer networks and systems, cybersecurity systems, electrical grid, hazardous waste treatment systems, or water treatment systems.
Ability to provide support on weekends or outside normal hours.
Legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term.
Males aged 18 through 25 must be properly registered with the Selective Service System, as required by Texas law.
Applicants are subject to a criminal history investigation; employment is contingent on verification of credentials and other information required by institutional procedures, including completion of the criminal history check.

Nice To Haves

Master’s degree.
Two or more years of professional Information Technology 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 day-to-day desktop patch management systems, desktop antivirus assurance, vulnerability remediation, and security compliance for campus desktop and laptop operating systems and applications.
Troubleshoot end-user computing and connectivity issues.
Consult 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 to meet end-user goals and policy requirements.
Ensure work is accurate and meets departmental or project quality standards.
Train end users to use widely used and specialized software applications.
Serve on committees developing technical standards and direction.
Determine information needs and requirements by meeting with customers and technical staff.
Assist end users with new technology deployments and help evaluate new technologies for applicability to end-user needs.
Complete required System, University, and job-specific online training courses on time to maintain 100% compliance.
Mentor student technologists and provide campus training and support as needed.
Support university locations, including occasional support in Amarillo and at the VERO building, and provide support on weekends or outside normal hours.