End User Support Specialist I

West Texas A&M University; Canyon (TX); Sur place; USD 31 000 - 37 000; Temps partiel

Résumé du poste

West Texas A&M University seeks an End User Support Specialist I to provide day-to-day end user support, patch management, and security compliance across campus, reporting to the IT Technical Support Manager. The role involves helping faculty and staff with desktop and hardware support, antivirus management, and application support while mentoring student technologists.

Travel to Amarillo locations and weekend/off-hours support are required on occasion.

Qualifications

• Bachelor’s degree in applicable field or equivalent combination of education and experience.
• 1 year of related IT experience.
• Knowledge of word processing and spreadsheet applications.
• Knowledge of advanced IT, troubleshooting, client relations, ITIL.
• Experience troubleshooting and repairing hardware issues.
• Strong written and oral communication skills.
• Ability to work well in a team and manage time.
• Strong customer service orientation.

Responsabilités

• Provides day-to-day end user computing support and desktop patch management.
• Troubleshoots end user computing and connectivity issues.
• Interacts with personnel to resolve technical matters and follow up until resolution.
• Researches problems and proposes solutions; guides users on hardware/software.
• Delivers training on widely used applications and specialized software.
• Supports on-site locations and participates in committees to set technical standards.

Connaissances

Word processing

Spreadsheet

Troubleshooting

Written and oral communication

Customer service

Teamwork

Time management

Formation

Bachelor’s degree in applicable field

Master’s degree (preferred)

Outils

Windows 10

Active Directory

Mac OS / iOS

ITIL

CompTIA A+

CompTIA Networking+

CompTIA Security+

Description du poste

Job TitleEnd User Support Specialist I Agency West Texas A&M University Department Chief Information Officer Proposed Minimum Salary$3,059.50 monthly Job LocationCanyon, Texas Job TypeStaff

The A&M System strives to maintain a competitive, high-quality benefit package to support the health and wellness needs of our workforce. This includes comprehensive health and welfare insurance plans, additional health and lifestyle programs, and optional retirement savings opportunities. Eligible employees will have access to paid leave programs in addition to 13-15 paid holidays each year.

go to: West Texas A&M University: Human Resources Benefits NOTICE - All posted positions are subject to budget approval.

General Summary

This position reports directly to the IT Technical Support Manager, maintains a strong presence at various onsite locations across the University, and provides the campus with secure end user support services and technology guidance for the division of information technology. Securely delivers day-to-day IT services and collaboratively works with faculty and staff to provide desktop and hardware support, desktop and laptop security, patch and antivirus management, application support, troubleshooting, documentation, training, and interfaces with other IT departments to deliver high quality services and support. Mentors student technologists and provides training and support as needed for the campus. Will occasionally support locations in Amarillo and the Veterinary Education, Research, & VERO building, and must be able to provide support on the weekends/off hours. Works daily to ensure that areas of the Infrastructure Operations and Security (IOS) are in compliance with West Texas A&M University rules and procedures, as well as with the Texas A&M University System, PCI security standards, and/or other standards such as FERPA, copyright laws, and the State of Texas Department of Information Resources (DIR) Texas Administrative Codes (TAC) 202.

Responsibilities

• Provides day-to-day operational management of desktop patch management systems, desktop antivirus software assurance, vulnerability remediation, and general security compliance of deployed operating systems and applications of campus desktop and laptop computer systems.
• Troubleshoots a variety of end user computing and connectivity issues.
• Confers with personnel in resolving problems involving procedural and technical matters.
• Evaluates and follows through on issues and problems until resolved or escalated.
• Research problems and recommend solutions.
• Provides established guidance, recommendations, and solutions in the use or selection of a variety of hardware and software products in order to achieve end user’s goals and in remain in accordance with policy requirements.
• Ensures work is accurate and in compliance with departmental or project quality standards.
• Provides training to end users on the use of widely used applications and various specialized software applications.
• Serves on committees to develop technical standards and direction.
• Determines information needs and requirements by meeting with customers and technical staff.
• Assists end users with new technology deployments.
• Assists with the evaluation of new technologies to determine their applicability with regards to end user needs.
• Maintains 100% compliance with timely completion of required System, University and job-specific online training courses.
• This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. Other duties may be assigned.

Necessary Qualifications

• Bachelor’s degree in applicable field or equivalent combination of education and experience.
• One (1) year of related experience in Information Technology.
• Knowledge of word processing and spreadsheet applications.
• Knowledge of advanced IT, intermediate troubleshooting, client relations, formulating and contributing ideas, and knowledge of the information technology infrastructure library or ITIL.
• Knowledge and experience troubleshooting and repairing computer hardware issues.
• Strong written and oral communication skills.
• Ability to work as an effective member in a team environment.
• Ability to manage time and multi-task.
• A strong customer service orientation.
• Experience working in a demanding and fast-paced environment.
• 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.

Preferred Qualifications

• Master’s degree Two (2+) or more years of experience in Information Technology in a professional environment.
• CompTIA A+, CompTIA Networking+, CompTIA Security+ Advanced experience with Microsoft products and solutions, including Windows 10, and Active Directory.
• Advanced experience with Apple products and solutions including iOS and Mac devices and applications.
• Ability to mentor and motivate entry level technicians such as student technology workers.
• Ability to establish and maintain standard operating procedures and related documentation

Due to budgetary reasons, West Texas A&M University will not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term.

Texas law requires all males age 18 through 25 to be properly registered with the Selective Service System.

Equal Opportunity /Veterans/Disability Employer.

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.