Senior Systems Support Specialist for CID

Texas A&M International; Austin (TX); On-site; USD 80,000 - 110,000; Full time

Job summary

Texas A&M International is seeking a Systems Support Specialist IV to provide advanced end-user and system support for CID operations. The role involves diagnosing issues, supporting the case management system, and ensuring reliable operation of related hardware and software, in both standalone and networked environments.

Responsibilities include documenting resolutions, assisting with requirements and testing, and coordinating change management.

Qualifications

• Education: Graduation from an accredited four-year college or university; major in Computer Science, Information Technology, MIS or related field preferred.
• Experience: Minimum of four years in supporting application software; government agency experience preferred; substitutions allowed.
• Licensure: Valid driver license from state of residence.
• Regulatory Knowledge: Working knowledge of TXDPS, state and federal regulations, guidelines, policies.
• Interpersonal Skills: Poise, tact, diplomacy and professional relationships with internal/external customers.
• Organizational and Prioritization: Able to prioritize in a multi-demand environment and meet deadlines.
• Presentation/Communication: Ability to present clearly to varied audiences.
• Research and Comprehension: Ability to access information quickly and present conclusions clearly.
• Analytical Reasoning/Attention to Detail: Capable of examining data, identifying trends and solving problems.
• Technology: Proficiency with Microsoft Office Suite; knowledge of IT methodologies in software development/maintenance.

Responsibilities

• Oversee end-user and technical support; document resolutions; resolve escalated problems.
• Analyze performance of support activities and document resolutions to improve service quality.
• Assist with requirements gathering, information analysis and recommendations.
• Support user acceptance testing to ensure changes are tested and defects resolved.
• Collaborate on system design improvements and maintain training artifacts.
• Manage prioritization, implementation and change management for app changes.
• Assist with end-user training sessions and update training artifacts.
• Update application items such as user profiles and dropdown menus.
• Maintain regular attendance per agency policies.
• Perform other duties as assigned.

Skills

Customer support

End-user support

Troubleshooting

Communication

Education

Bachelor's degree in CS/IT/MIS

Tools

Microsoft Office Suite

Case management system

Job description

Texas A&M International is seeking a Systems Support Specialist IV to provide advanced end-user and system support for CID operations. The role involves diagnosing issues, supporting the case management system, and ensuring reliable operation of related hardware and software, in both standalone and networked environments.

Responsibilities include documenting resolutions, assisting with requirements and testing, and coordinating change management.