End User Support Specialist-EMS

Texas A&M University; Commerce (TX); Hybrid; USD 48,000 - 64,000; Full time

Job summary

East Texas A&M University is seeking an End-User Support Specialist to manage and optimize the university's EMS scheduling system, coordinate room turnovers, and provide expert user support to faculty, staff, and students.

The role requires troubleshooting end-user computing assets, training users, and maintaining documentation. Flexibility for non-typical hours and event-related support is expected.

Qualifications

• Bachelor’s degree in applicable field or equivalent combination of education and experience.
• Two years of related experience.
• Ability to multi-task and work well as part of a team.
• Work non-typical business days/weeks.
• Excellent customer service and time-management skills.
• Physical requirements: ability to lift and move equipment weighing up to 60 pounds.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of stakeholders in a varied community.
• Proficient skills with Microsoft Office software including Word, Excel, PowerPoint, and Outlook.

Responsibilities

• Serve as the lead or co-administrator for the University’s scheduling software (Event Management System), overseeing reservation workflows, system integrity, user access, and training.
• Coordinate EMS use with custodial, operations, and event services to ensure room turnover schedules, cleaning, and setups are integrated.
• Assist with scheduling events outside the purview of other core stakeholders' responsibilities for specific buildings or business processes.
• Identify and improve business processes pertaining to EMS operations.
• Provide high-level customer service to students, staff, and faculty.
• Addresses tier 2 and 3 level issues.
• Track changes in ticketing system with appropriate notes.
• Ability to work a non-typical business day/week.
• Troubleshoot and support managed end-user computing assets.
• Provide training/demonstrations of end-user technology to faculty, staff, and students.
• Document standard operating procedures for repair, replacement, and maintenance of hardware/software.
• Utilize IT work order ticketing system to document support engagement.
• Assist with maintaining the technology inventory assigned to the location.
• Assist with evaluating, procuring, planning, implementing, and maintaining various software platforms.
• Supervise student workers if applicable.
• Contributes to the effective team management of relevant initiatives, problems, issues, and opportunities.
• Assist with developing and maintaining DMS forms, processes, and reporting.

Skills

Customer service

Time management

Interpersonal communication

MS Office

Education

Bachelor's degree or equivalent

Tools

Event Management System

Diagramming software

7point Ops

Trello

Slack

Job description

Job TitleEnd User Support Specialist-EMS Agency East Texas A&M University Department Chief Information Officer Proposed Minimum SalaryCommensurate Job LocationCommerce, Texas Job TypeStaff Job Description

SUMMARY:

The End-User Support Specialist will be responsible for general operational use, maintaining and improving integrations, identifying/improving workflows for the university community in regard to the University scheduling software. In addition, the End-User Support Specialist will be equipped to troubleshoot computing workstations, install software, and assist with OS updates, patches, etc. The individual will also be available to assist with event planning where technical assistance is required. ETAMU is a fast-growing public university with a strong reputation for academic excellence, research innovation, and student success. With over 140+ degree programs, a 20:1 student-to-faculty ratio, and nationally ranked online and graduate programs, ETAMU is committed to transforming lives through quality education. Our employees benefit from a collaborative community, cutting-edge research opportunities, and outstanding resources.

DUTIES & RESPONSIBILITIES:

• Serve as the lead or co-administrator for the University’s scheduling software (currently Event Management System), overseeing reservation workflows, system integrity, user access, and training.


• Coordinate EMS use with custodial, operations, and event services to ensure room turnover schedules, cleaning, and setups are seamlessly integrated.


• Assist with scheduling events outside the purview of other core stakeholders' responsibilities for specific buildings or business processes.


• Identify and improve business processes, where applicable, pertaining to EMS operations.


• Provide high-level customer service to students, staff, and faculty.


• Addresses tier 2 and 3 level issues.


• Track changes in ticketing system with appropriate notes.


• Ability to work a non-typical business day/week. (Before 8 am and after 5pm and possibly weekends)


• Troubleshoot and support managed end-user computing assets.


• Provide training/demonstrations of end-user technology to faculty, staff, and students.


• Document standard operating procedures consisting of, but limited to, repair, replacement, and maintenance of hardware/software.


• Utilizing the IT work order ticketing system to document support engagement.


• Assist with maintaining the technology inventory assigned to the particular location.


• Assist with evaluating, procuring, planning, implementing, and maintaining various software platforms.


• Supervise student workers if applicable.


• Contributes to the effective team management of all relevant initiatives, problems, issues, and opportunities.


• Assist with developing and maintaining DMS forms, processes, and reporting.

MINIMUM REQUIREMENTS:

• Education: Bachelor’s degree in applicable field or equivalent combination of education and experience.


• Experience / Knowledge / Skills: Two years of related experience.


• Ability to: Multi-task and work well as part of a team.


• Work non-typical business days/weeks.


• Excellent customer service and time-management skills.


• Physical Requirements: Ability to lift and move equipment weighing up to 60 pounds.


• Strong interpersonal and communication skills and the ability to work effectively with a wide range of stakeholders in a varied community.


• Ability to communicate with IT Professionals concerning computer or network security systems, applications, servers, procedures, and policies.


• Proficient skills with Microsoft Office software including Word, Excel, PowerPoint, and Outlook.

PREFERRED EDUCATION / SKILLS/ EXPERIENCE:

• Hardware/Software troubleshooting, Basic IT Support principles.


• Advanced proficiency in EMS (Event Management System), diagramming software, and project/task management platforms (e.g., 7point Ops, Trello, Slack).

SUPERVISION OF OTHERS:

Graduate Assistants and/or Student Workers

CRITICAL INFRASTRUCTURE COMPETENCY:

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.

WHY WORK AT EAST TEXAS A&M UNIVERSITY?

Competitive Benefits & Work-Life Balance:

• Employee tuition assistance for master’s and doctoral programs.


• Comprehensive benefits package including health, dental, vision, life, and long-term disability insurance.


• ETAMU contributes to employee health and basic life insurance premiums.


• 12-15 days of annual paid holidays, plus up to eight hours of paid sick leave and vacation each month.


• Automatic enrollment in the Teacher Retirement System of Texas (TRS), with optional additional retirement plans (ORP).


• Physical wellness program and wellness release time for eligible employees.

Career Growth & Development:

Access to cutting-edge research opportunities at a designated R2 Research Institution.

Academic Excellence:

ETAMU is ranked among the top 30% in five online degree programs and offers national recognized academic programs. Over 140 degree programs, including nationally ranked online and graduate options. First accredited institution to offer a competency-based bachelor’s degree in criminal justice. Distance education offerings in Corsicana, Dallas, Frisco, McKinney, Mesquite, Bryan, and online.

State-of-the-Art Facilities:

Work in advanced facilities such as the 113,470-square-foot Nursing and Health Sciences Building, featuring a state-of-the-art simulation hospital and a 1,300-acre agricultural research farm.

Vibrant Campus Life:

Engage with over 95 student organizations and 14 NCAA Division I athletic teams, contributing to a thriving campus community.

Prime Location & Growth:

Enjoy the benefits of working in rapidly growing regions, with abundant career opportunities at six locations across Dallas and Northeast Texas.

Visit us on our social media: Facebook, Twitter, Instagram, YouTube, LinkedIn, and ETAMU News

All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution’s verification of credentials and/or other information required by the institution’s procedures, including the completion of the criminal history check. Equal Opportunity/Veterans/Disability Employer.

The Texas A&M University System is one of the largest systems of higher education in the nation, with a statewide network of twelve universities, eight state agencies, a comprehensive health science center, Texas A&M-Fort Worth and Texas A&M-RELLIS. The A&M System is committed to providing an educational and work environment that is conducive to the personal and professional development of each employee. Each member institution provides equal opportunity and access to all students, employees and prospective employees.

External Applicants – Applicants not currently employed by a Texas A&M System member may Search Postings and apply for positions within one or more A&M System members by selecting the job posting.

Internal Applicants – This site lists job postings throughout The Texas A&M University System. It is intended for applicants not currently employed by a member of the system. Current employees should apply for jobs on the Internal Career site. The Texas A&M System is an Equal Opportunity/ Veterans/ Disability Employer.