IT Operations Support I

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

Job summary

Texas A&M University in College Station, TX seeks IT Operations Support I to monitor enterprise systems, triage alerts, and document incidents in a 24/7 IT Operations Center. The entry‑level role focuses on learning operational workflows and delivering customer‑focused technical support across multiple areas.

Responsibilities include incident coordination, system monitoring, and knowledge sharing, with opportunities to train student workers and contribute to service improvements.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Four months of student worker and/or customer service experience.
• Preferred: Degree in Information Technology related field.
• ITIL Foundation or similar certifications recommended.

Responsibilities

• Monitors enterprise systems and platforms for service health.
• Identifies, documents, and elevates alerts and incidents per ITSM procedures.
• Maintains accurate incident records and escalates to Tier 2/3 when needed.
• Assists with monitoring and maintaining system security.
• Provides observations supporting root‑cause analysis and problem management.
• Trains and supervises departmental student workers.
• Coordinates operational tasks and supports cross‑team communication.
• Promotes documentation and knowledge sharing across teams.

Skills

Customer service

Ticketing

Communication

Multitasking

Teamwork

Education

Bachelor's degree or equivalent combination of education and experience

Four months of student worker and/or customer service experience

Tools

ITSM ticketing systems

Job description

Job Title

IT Operations Support I

Agency

Texas A&M University

Department

Technology Services - IT Enterprise Operations

Proposed Minimum Salary

Commensurate

Job Location

College Station, Texas

Job Type

Staff

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 elevate to Tier 2/3 when 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 escalation 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.

What you need to know

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 s