IT Professional I

Texas A&M University; College Station (TX); On-site; USD 43,000 - 52,000; Full time

Job summary

Texas A&M University is seeking an IT Professional I to provide frontline desk-side support for faculty, researchers, staff, and students at the Health Science Center. The role includes advanced troubleshooting, incident management, and knowledge sharing to improve services.

The position requires a Bachelor's degree or equivalent and IT support experience, with on-site work in College Station, TX. CompTIA/ITIL certifications are preferred and on-call duties may apply.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Four months (1 semester) of student worker and/or customer service experience.

Responsibilities

• Provide frontline endpoint support for Windows, Mac, and mobile devices.
• Troubleshoot and resolve hardware/software issues for campus users.
• Escalate complex problems to Tier III+ and IT managers as needed.
• Maintain incident documentation and adhere to SLAs.
• Deliver user-focused training and create troubleshooting guides.

Skills

Customer service

Deskside IT support

Windows

MacOS

Communication

Education

Bachelor's degree or equivalent

Two years IT experience

Tools

Active Directory

IT security

Job description

Job TitleIT Professional IAgencyTexas A&M UniversityDepartmentTechnology Services - Academic OperationsProposed Minimum SalaryCommensurateJob LocationCollege Station, TexasJob TypeStaffJob DescriptionA Glimpse of the job:The IT Professional I provides frontline desk-side support functions for campus faculty, researchers, administrative and executive staff, and students at the Health Science Center. Additionally, provides advanced troubleshooting, serves as an escalation point for complex problems, and serves as an advisor to management for systemic technical issues and continual service improvement.Essential Duties and Tasks:Endpoint SupportTroubleshoot all endpoint computing related issues for Windows, Mac and Mobile devices.Provide frontline hardware and software break-fix, advanced troubleshooting, and issue resolution for faculty, researchers, administrative and executive staff, and students.Support and assist Tier III+ specialists and IT managers, as needed.Provide effective solution-based support for internal and external end users in support of the Health Science Center.Utilize remote tools to troubleshoot user computers with minimal disruption to academic and research initiatives.Present effective verbal and written communication skills crucial for explaining technical solutions to non-technical users.Follow detailed standard operating procedures, administrative procedures, and departmental guidelines in support of the Division’s mission to deliver focused and innovative services to support the university’s mission of providing the highest quality programs and first-class research.Incident Management & DocumentationClosely manage assigned incidents and help requests through established response and resolution time SLAs using the Division’s Incident Management platform.Provide timely updates and effective communication methods to keep campus members informed through resolution.Shares knowledge with end users on security best practices to safeguard sensitive data and ensures compliance adherence to organizational policies related to IT security, data privacy and acceptable use.Monitor and address assigned work daily.Provide periodic tactical reports to leadership.Campus EngagementConsistently engage campus members in a professional and friendly manner.Promote IT initiatives and establish partnerships within the campus IT community.TrainingProvide periodic one-on-one and large group training to faculty, staff and students on a variety of IT related tools or topics.Training and development of student technicians and other frontline staff.Create documentation with common troubleshooting steps.Professional DevelopmentParticipates in training and professional development sessions.Participates in 4+ applicable IT training and professional development activities yearly, as approved by IT leadership.What you need to knowSalary: $47,500 annuallySpecial Instructions: A cover letter and resume are strongly recommended. You may upload these in the CV/Resume section.Other Factors: This role is onsite in College Station, TXRequired Education and Experience:Bachelor's degree or equivalent combination of education and experience.Four months (1 semester) of student worker and/or customer service experience.Required Licenses and Certifications:Preferred CompTIA A+, Network+, or Security+ Certification, Dell Certified Systems Expert, Apple Certified Mac Technician, Microsoft Modern Desktop Administrator Associate, ITIL Foundations or higher, HDI Desktop Support Technician.Preferred Qualifications:Bachelor’s degree in Computer Science, Software Engineering, Management Information Systems or a related field.Associates degree in IT fieldTwo years of experience in the maintenance, troubleshooting, and repair of computer equipment.Experience with Deskside IT support for Windows, MacOS devices.Experience providing technical support in a higher education environment.IT support for PrintersKnowledge of networking concepts and protocol and active directory services for user management and authentication.Understanding of healthcare technology and IT security, and data privacy.Knowledge, Skills, and Abilities:Ability to multitask and work cooperatively with others.Must be able to work in a collaborative team environment.Strong interpersonal skills.Customer service experience.Experience configuring, administering, and/or troubleshooting.Physical Requirements:Ability to lift and/or move medium weight objects.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.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.This position allows alternate work location per TAMU guidelines.May be required to provide on-call support on nights and weekends as needed.This role may require working outside of standard office hours, including evenings, weekends, and holidays, to support the demands of technology services and ensure the seamless operation of essential systems.Instructions to Applicants: Applications received by Texas A&M University must either have all job application data entered or a resume attached. Failure to provide all job application data or a complete resume could result in an invalid submission and a rejected application. We encourage all applicants to upload a resume or use a LinkedIn profile to pre-populate the online application.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.