IT Operations Support I

Texas A&M University; College Station (TX); On-site; USD 48,000 - 50,000; Full time

Job summary

Texas A&M University in College Station seeks an IT Operations Support I to join the 24/7 IT Operations Center. You will provide first-level monitoring, incident documentation, and customer-focused technical support across campus systems.

Responsibilities include triage, ticket updates, escalation per ITSM procedures, and assisting with security and operational tasks. You will train student workers and ensure accurate handoffs between shifts.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Four months of student worker and/or customer service experience.

Responsibilities

• Provide first-level monitoring and incident documentation in a 24/7 Operations Center.
• Assist with incident triage, ticket updates, and escalation to Tier 2/3 as needed.
• Maintain system security and support enterprise operations across campus sites.
• Train and supervise departmental student workers and coordinate handoffs.

Skills

Multitasking

Customer service

Communication

Monitoring tools

ITSM

Incident coordination

Troubleshooting

Education

Bachelor's degree or equivalent

Four months student worker experience

Tools

ITSM software

Monitoring software

Ticketing systems

Job description

Job TitleIT Operations Support I Agency Texas A&M University Department Technology Services - IT Enterprise Operations Proposed Minimum SalaryCommensurate Job LocationCollege Station, Texas Job TypeStaff

Job Description A Glimpse of the job: The IT Professional I provides first‑level monitoring, alert triage, incident documentation, and service‑health support in a 24/7 IT Operations Center. The role monitors enterprise systems, responds to customer and stakeholder communications, maintains accurate tickets, follows ITSM procedures, and escalates issues to technical teams. It supports enterprise operations, networks, IT support services, facilities, and data center activities through clear communication, situational awareness, and precise documentation. This entry‑level role focuses on learning operational workflows, building institutional knowledge, and delivering customer‑focused technical support across multiple technical areas.

Essential Duties and Tasks

Service Support & Incident Coordination

• Assists with monitoring enterprise systems and platforms for service health.
• Identify, document, and elevate alerts and incidents per ITSM procedures.
• Assists with maintaining accurate incident records and escalates to Tier 2/3 as needed.
• Assists with monitoring and maintain system security.
• Provide observations supporting root‑cause analysis and problem management.
• Train and supervise departmental student workers.
• Investigates, troubleshoots, and resolves IT issues.

General Support & Operational Coordination

• Provide centralized technical support for campus and regional locations.
• Research, recommend, and resolve technical and procedural issues.
• Respond to customer and stakeholder communications through approved channels.
• Provide estimates, progress updates, and operational context.
• Work with staff to define departmental technology needs.
• Recommend improvements to enhance efficiency and service reliability.
• Ensure work accuracy and compliance with departmental standards.
• Serve as liaison between technical teams, management, and end users.
• Participate in shift handoffs to ensure continuity.

Departmental Support, Documentation, and Knowledge Sharing

• Assists management with operational and procedural planning.
• Maintain documentation, troubleshooting guides, and knowledge‑base content.
• Provide feedback on process gaps and documentation needs.
• Promote user and staff independence through clear documentation.

Data Center, Facilities, and Service Reliability Support

• Conduct operational walkthroughs and support IT and facilities activities.
• Support data center operations including security, access, and infrastructure monitoring.
• Monitor facility indicators and elevate concerns.
• Assist with contractor oversight in secure areas.
• Contribute to technical standards and process improvements.

New Technology Deployment, System Integration, and Training

• Assist with deployment and adoption of new technologies and monitoring tools.
• Provide feedback on usability, workflow integration, and operational impact.
• Participate in required training and professional development.
• Demonstrate stewardship, and positive team orientation.
• Participate in training, debriefs, and knowledge‑transfer activities.

Salary Range: $47,500 - $50,000 annually

Other Factors: This role is onsite in College Station, TX

Required Education and Experience

• Bachelor's degree or equivalent combination of education and experience.
• Four months (one semester) of student worker and/or customer service experience.

Preferred Qualifications

• Degree in Information Technology related field.
• One or more years of Network Operations Center (NOC), Help Desk, IT Call Center, IT Service Support Center, technical support, or equivalent experience.
• CompTIA A+, Network+, Security+, ITIL Foundation or higher, or training in operational communication or process improvement.
• Basic networking, monitoring, incident coordination, customer service, report writing, collaborative communication, and troubleshooting experience.

Knowledge, Skills, and Abilities

• Ability to multitask and work cooperatively with others in a collaborative team environment.
• Customer service orientation and ability to communicate clearly, calmly, and professionally with colleagues, stakeholders, and end users.
• Foundational knowledge of monitoring tools, ITSM/ticketing systems, basic system and network concepts, and routine troubleshooting practices.
• Ability to follow standard triage procedures, elevate uncertainty, and document incidents accurately.
• Knowledge of word processing and spreadsheet applications.
• Excellent written communication, analytical, interpersonal, and organizational skills.
• Ability to identify simple problems, ask effective questions, contribute observations, and provide feedback for continual improvement.
• Ability to maintain disciplined shift handoffs, support operational knowledge transfer, and contribute to shared understanding across a 24/7 environment.

Physical Requirements: Ability to lift and/or move up to 50 lb objects. Must be able to walk and stand for extended periods of time.

Working Conditions

• 24/7 shift-based, multi-monitor, fast-paced operations center environment with high coordination expectations.
• Must be able to work a non-standard shift schedule, including swing shift, night shift, evenings, weekends, holidays, and outside normal shift hours as needed to complete tasks, projects, or job duties.
• May be required to provide on-call support on nights and weekends as needed.

Other Requirements and Factors

• 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.
• This position is security sensitive.

Hiring restrictions in compliance with System Policy 15.02 Export Controls: must be a United States citizen, permanent resident, or a person granted asylum or refugee status in accordance with applicable federal regulations.

This position requires compliance with state and federal laws/codes and Texas A&M University System/TAMU policies, regulations, rules, and procedures. All tasks and job responsibilities must be performed safely without injury to self or others in compliance with System and University safety requirements.

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.