IT Professional I

Texas A&M University System•College Station, TX

2d•Onsite

About The Position

The IT Professional I provides frontline desk-side support functions for campus faculty, researchers, administrative and executive staff, and students at the Health Science Center. Additionally, provides advanced troubleshooting, serves as an escalation point for complex problems, and serves as an advisor to management for systemic technical issues and continual service improvement.

Requirements

Bachelor's degree or equivalent combination of education and experience.
Four months (1 semester) of student worker and/or customer service experience.
Ability to multitask and work cooperatively with others.
Must be able to work in a collaborative team environment.
Strong interpersonal skills.
Customer service experience.
Experience configuring, administering, and/or troubleshooting.

Nice To Haves

Preferred CompTIA A+, Network+, or Security+ Certification, Dell Certified Systems Expert, Apple Certified Mac Technician, Microsoft Modern Desktop Administrator Associate, ITIL Foundations or higher, HDI Desktop Support Technician.
Bachelor’s degree in Computer Science, Software Engineering, Management Information Systems or a related field.
Associates degree in IT field
Two years of experience in the maintenance, troubleshooting, and repair of computer equipment.
Experience with Deskside IT support for Windows, MacOS devices.
Experience providing technical support in a higher education environment.
IT support for Printers
Knowledge of networking concepts and protocol and active directory services for user management and authentication.
Understanding of healthcare technology and IT security, and data privacy.

Responsibilities

Troubleshoot all endpoint computing related issues for Windows, Mac and Mobile devices.
Provide frontline hardware and software break-fix, advanced troubleshooting, and issue resolution for faculty, researchers, administrative and executive staff, and students.
Support and assist Tier III+ specialists and IT managers, as needed.
Provide effective solution-based support for internal and external end users in support of the Health Science Center.
Utilize remote tools to troubleshoot user computers with minimal disruption to academic and research initiatives.
Present effective verbal and written communication skills crucial for explaining technical solutions to non-technical users.
Follow detailed standard operating procedures, administrative procedures, and departmental guidelines in support of the Division’s mission to deliver focused and innovative services to support the university’s mission of providing the highest quality programs and first-class research.
Closely manage assigned incidents and help requests through established response and resolution time SLAs using the Division’s Incident Management platform.
Provide timely updates and effective communication methods to keep campus members informed through resolution.
Shares knowledge with end users on security best practices to safeguard sensitive data and ensures compliance adherence to organizational policies related to IT security, data privacy and acceptable use.
Monitor and address assigned work daily.
Provide periodic tactical reports to leadership.
Consistently engage campus members in a professional and friendly manner.
Promote IT initiatives and establish partnerships within the campus IT community.
Provide periodic one-on-one and large group training to faculty, staff and students on a variety of IT related tools or topics.
Training and development of student technicians and other frontline staff.
Create documentation with common troubleshooting steps.
Participates in training and professional development sessions.
Participates in 4+ applicable IT training and professional development activities yearly, as approved by IT leadership.