IT Operations Support I

Texas A&M University System•College Station, TX

21h•$47,500 - $50,000•Onsite

About The Position

The IT Professional I provides first-level monitoring, alert triage, incident documentation, and service-health support in a 24/7 IT Operations Center. The role monitors enterprise systems, responds to customer and stakeholder communications, maintains accurate tickets, follows ITSM procedures, and escalates issues to technical teams. It supports enterprise operations, networks, IT support services, facilities, and data center activities through clear communication, situational awareness, and precise documentation. This entry-level role focuses on learning operational workflows, building institutional knowledge, and delivering customer-focused technical support across multiple technical areas. The position is onsite in College Station, Texas, and works in a 24/7 shift-based, multi-monitor, fast-paced operations center with high coordination expectations. The employee must be able to work a non-standard schedule, including swing, night, evening, weekend, and holiday shifts, and may be required to provide on-call support on nights and weekends. The role is security-sensitive and requires maintaining the security and integrity of critical infrastructure and complying with applicable laws, policies, procedures, and safety requirements.

Requirements

Bachelor's degree or an equivalent combination of education and experience.
Four months (one semester) of student worker and/or customer service experience.
Ability to multitask and work cooperatively in a collaborative team environment.
Customer service orientation and ability to communicate clearly, calmly, and professionally with colleagues, stakeholders, and end users.
Foundational knowledge of monitoring tools, ITSM/ticketing systems, basic system and network concepts, and routine troubleshooting practices.
Ability to follow standard triage procedures, escalate uncertainty, and document incidents accurately.
Knowledge of word processing and spreadsheet applications.
Excellent written communication, analytical, interpersonal, and organizational skills.
Ability to identify simple problems, ask effective questions, contribute observations, and provide feedback for continual improvement.
Ability to maintain disciplined shift handoffs, support operational knowledge transfer, and contribute to shared understanding in a 24/7 environment.
Ability to lift and/or move objects up to 50 pounds and to walk and stand for extended periods.
Ability to work a non-standard shift schedule, including swing, night, evening, weekend, and holiday shifts, and outside normal shift hours as needed.
Ability to maintain the security and integrity of critical infrastructure.
Must meet the stated hiring restriction: be a U.S. citizen, permanent resident, or person granted asylum or refugee status in accordance with applicable federal regulations.
Must comply with applicable state and federal laws and codes, Texas A&M University System and Texas A&M University policies and procedures, and safety requirements.

Nice To Haves

Degree in an Information Technology-related field.
One or more years of Network Operations Center (NOC), Help Desk, IT Call Center, IT Service Support Center, technical support, or equivalent experience.
CompTIA A+, Network+, Security+, ITIL Foundation or higher, or training in operational communication or process improvement.
Basic networking, monitoring, incident coordination, customer service, report writing, collaborative communication, and troubleshooting experience.

Responsibilities

Assist with monitoring enterprise systems and platforms for service health.
Identify, document, and escalate alerts and incidents according to ITSM procedures.
Maintain accurate incident records and escalate issues to Tier 2 or Tier 3 as needed.
Assist with monitoring and maintaining system security.
Provide observations supporting root-cause analysis and problem management.
Train and supervise departmental student workers.
Investigate, troubleshoot, and resolve IT issues.
Provide centralized technical support for campus and regional locations.
Research, recommend, and resolve technical and procedural issues.
Respond to customer and stakeholder communications through approved channels.
Provide estimates, progress updates, and operational context.
Work with staff to define departmental technology needs and recommend improvements to efficiency and service reliability.
Ensure work accuracy and compliance with departmental standards.
Serve as a liaison between technical teams, management, and end users.
Participate in shift handoffs to ensure continuity.
Assist management with operational and procedural planning.
Maintain documentation, troubleshooting guides, and knowledge-base content; provide feedback on process gaps and documentation needs.
Promote user and staff independence through clear documentation.
Conduct operational walkthroughs and support IT and facilities activities.
Support data center operations, including security, access, and infrastructure monitoring.
Monitor facility indicators and escalate concerns; assist with contractor oversight in secure areas.
Contribute to technical standards and process improvements.
Assist with deployment and adoption of new technologies and monitoring tools, and provide feedback on usability, workflow integration, and operational impact.
Participate in required training, professional development, debriefs, and knowledge-transfer activities.
Demonstrate stewardship and a positive team orientation.