End User Support Specialist I

Texas A&M University System; Canyon (TX); On-site; USD 31,000 - 37,000; Full time

Job summary

West Texas A&M University is seeking an End User Support Specialist I to provide secure end-user support and technology guidance across campus locations. The role supports desktop and hardware, patch and antivirus management, and IT services while coordinating with faculty and staff to deliver high-quality assistance.

You will mentor student technologists, train users on standard applications, and help ensure compliance with internal and external security standards.

Qualifications

• Bachelor's degree or equivalent in a related field or equivalent experience.
• 1 year of IT related experience.
• Strong written and verbal communication skills.
• Knowledge of ITIL or similar IT service management framework.
• Experience troubleshooting hardware issues.
• Ability to work in a fast-paced environment.
• Strong customer service orientation.

Responsibilities

• Provides day-to-day operational management of desktop patch management systems and antivirus software.
• Troubleshoots end-user computing and connectivity issues.
• Collaborates with staff to resolve technical and procedural problems.
• Escalates issues as needed to ensure timely resolution.
• Researches problems and recommends solutions.
• Provides training to end users on common applications and tools.
• Maintains compliance with security standards and organizational policies.
• Supports weekend/off-hours coverage as required.

Skills

Written and verbal communication

Customer service orientation

Team collaboration

Time management

Education

Bachelor's degree or equivalent

Master's degree (preferred)

Tools

ITIL

Patch management

Microsoft Windows

Job description

Job Title

End User Support Specialist I

Agency

West Texas A&M University

Department

Chief Information Officer

Proposed Minimum Salary

$3,059.50 monthly

Job Location

Canyon, Texas

Job Type

Staff

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. For more information regarding the benefit package 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, & Outreach (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 Ac