IT Professional II
About The Position
As the IT Professional II you will report to the IT Manager and be the technical lead for end-user support services at the university-wide service desk. This dynamic position provides opportunities to contribute to project management, process improvement, documentation, and mentoring of student workers. Here are some key aspects of this position: Technical Lead for End-User Support Services As an IT Professional II, you serve as a technical lead, guiding and assisting in end-user support services. This involves resolving complex technical issues through various channels such as phone, email, in-person interactions, or remote access. You play a critical role in ensuring smooth operations for end-users by addressing their IT-related concerns promptly and effectively Project Management and Process Development You contribute to project management efforts within the service desk. This includes participating in process development and implementation. By evaluating reports and summaries, you help track progress, find areas for improvement, and ensure efficient service delivery. Mentoring and Coaching As part of the Service Desk team, you can mentor student technicians. Providing feedback and coaching helps them enhance their skills and contribute effectively. Your guidance contributes to a supportive learning environment and ensures high-quality service for end-users. Participation in IT Projects and Initiatives Beyond day-to-day support, you lead and actively take part in IT projects and initiatives. These could involve system upgrades, process enhancements, or security measures. Your expertise contributes to the overall success of IT operations within the organization.
Requirements
- Bachelor’s degree in an applicable field or equivalent combination of education and experience
- 3+ years of experience of related experience in IT
- Advanced knowledge troubleshooting Windows, Mac OS, and mobile devices
- Excellent customer-centric client relation abilities
- Exceptional attention to detail and ability to lead a small team
- Must have strong interpersonal, collaborative, and strategic-thinking skills
- Excellent communication, problem-solving, and customer service skills, ability to explain technical concepts in a simple and clear way
- Demonstrated ability to create and use technical documentation
- Ability to work independently and as part of a team, with a high degree of initiative and accountability
Nice To Haves
- 3+ 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)
- Experience in conflict resolution and using effective communication strategies to deescalate and achieve common goals
- ITIL (Information Technology Interface Library) Foundations certification
- HDI Customer Service Representative, Support Center Analyst, or Desktop Advanced Support Technician certification
Responsibilities
- Technical Lead for End-User Support Services
- Project Management and Process Development
- Mentoring and Coaching
- Participation in IT Projects and Initiatives
Benefits
- Health, dental, vision, life and long-term disability insurance with Texas A&M contributing to employee health and basic life premiums
- 12-15 days of annual paid holidays
- Up to eight hours of paid sick leave and at least eight hours of paid vacation each month
- Automatically enrollment in the Teacher Retirement System of Texas
- Health and Wellness: Free exercise programs and release time
- Professional Development: All employees have access to free LinkedIn Learning training, webinars, and limited financial support to attend conferences, workshops, and more
- Employee Tuition Assistance and Educational Release time for completing a degree while a Texas A&M employee
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
