IT Professional I

Texas A&M University System•College Station, TX

3d•$47,500 - $52,000•Onsite

About The Position

The IT Professional I meets the IT needs of a unit where multifaceted expertise is required. Performs in specialty areas of systems, services, applications, and/or database management in support of the service desk. Assists in project execution, process evaluation, and implementation efforts across a wide range of services. As a team member in the Service Desk, the IT Pro I will be responsible for resolving technical issues via phone, email, in person, or remote access using an ITIL-based ticketing system across tiered levels of support. Members of the service desk will have the opportunity to mentor student technicians by providing feedback and coaching on their performance in addition to leading and participating in IT projects and initiatives as assigned.

Requirements

Bachelor’s degree or equivalent combination of education and experience.
Four months (1 semester) of student worker and/or customer service experience.
Knowledge troubleshooting Windows, Mac OS
Knowledge of word processing and spreadsheet applications
Excellent customer-centric client relation abilities
Excellent communication, problem-solving, and customer service skills
Ability to explain technical concepts in a simple and clear way
Ability to work independently and as part of a team, with a high degree of initiative and accountability
Ability to multi-task and work cooperatively with others
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 system or water treatment system
This position is security sensitive
This position requires compliance with state and federal laws/codes and Texas A&M University System/TAMU policies, regulations, rules and procedures
All tasks and job responsibilities must be performed safely without injury to self or others in compliance with System and University safety requirements

Nice To Haves

1+ years of experience providing IT support in a service desk or call center environment, preferably in a higher education setting
Familiarity with ITSM tools (TDx, ServiceNow)
Familiarity with ITIL framework

Responsibilities

Troubleshoots computing related issues for Windows, macOS and mobile devices.
Supports and assists Tier II+ specialists and IT managers.
Evaluates and follows detailed standard operating procedures, administrative procedures, and departmental guidelines.
Ensure Service Level Agreements (SLAs) are met to maintain high-quality service.
Provides timely updates and utilizes effective communication methods to keep campus members informed through resolution.
Assists in completing reports and summaries for management of major incidents and service degradations.
Organize and maintain records to monitor and track user feedback, identify issues and drive resolutions.
Provides periodic one-on-one and small group training to faculty, staff, and students on a variety of IT related tools or topics.
Assists in training and mentoring student technicians.
Provides guidance and coaching to frontline technicians on troubleshooting processes.
Assists in creating and updating internal training programs.
Assists in quality assurance initiatives to ensure high levels of customer service.
Provides necessary corrections and guidance to frontline technicians on overall processes and procedures.
Verifies documentation used for troubleshooting is accurate and up to date.
Consistently engages campus members in a professional and friendly manner.
Promotes IT initiatives and establishes partnerships within the campus community.
Participate in 4+ applicable IT training and professional development activities yearly, as approved by IT leadership.