End User Support Specialist I-II

Job Title

End User Support Specialist I-II

Agency

Texas A&M University – Corpus Christi

Department

User Support Services

Proposed Minimum Salary

Commensurate

Job Location

Corpus Christi, Texas

Job Type

Staff

Job Description

TAMU-CC is a dynamic university designated as both a Hispanic-Serving Institution (HSI) and Minority-Serving Institution (MSI) with approximately 11,000 students from 47 states and 54 foreign nations. We employ over 1,400 full-time and 2,000 part-time Islanders (including students/GAs). The University attracts highly talented faculty and staff and offers an array of undergraduate and graduate degrees, including doctoral programs.  As a member of the Texas A&M University System, TAMU-CC benefits from a range of resources, increased visibility and influence, and opportunities to collaborate in mutually beneficial ways with peers across member institutions and associated agencies.

TAMU-CC’s beautiful campus is located on a 240-acre island on Corpus Christi Bay and was ranked #1 College by the Sea by Best College Reviews. Our natural setting is enhanced by its modern, attractive, and state-of-the-art classroom buildings and support facilities.

From our generous benefits package and professional development opportunities, to our retirement programs and our commitment to service excellence, the Island University is an engaging and rewarding place to work.

Learn more information here !

PURPOSE

The End User Support Specialist I is responsible for providing IT Service Desk support to the University community including faculty, staff, students, alumni, prospective students and visitors.  Additionally, processing requests and issues from the University community within IT using the IT Service Management tool along with effective communications using established processes and procedures.

LEVEL 1

RESPONSIBILITIES

Functional Area 1: Operations

Percent Effort 75%

• Provide direct IT (tier 1, tier 2 and tier 3) phone support to the University community. Use troubleshooting/training skills to resolve issues by phone, onsite (designated departments), or remote support for both Windows and Macintosh platforms. This includes resolving intermediate to advanced issues related to all IT services as defined in the ITSM tool.

• Monitor the ITSM tool and process requests.  Ability to analyze multiple incoming issues for the same thing and coordinate problem management and escalation processes defined. Create or update tickets with meaningful and required information for every call received ensuring completion within the defined SLA.

• Utilize professionalism and customer service skills over the telephone and when working face-to-face with clients.

• Ability to learn new software and/or IT services and develop instructions on how to use the software or service following templates provided. Develop/update knowledge base articles (FAQs). 

• Monitor and respond to questions for help from all staff as needed.

• Recommend process improvements or work efficiencies to Team Lead or IT Service Desk Manager.

• Assist with training and answering questions for clients and Service Desk staff on the use of widely used applications and various specialized software applications. Assist with the development of client and Service Desk knowledge base articles. Ensure knowledge articles and training documents are reviewed/updated at least annually. 

• Assist in the evaluation of new technologies including timelines and communication/training plans. Make recommendations based on the evaluation of new technologies for their applicability to the needs of the client. 

• Collaborate with Team Lead and Management to develop/implement effective communications to promote and market IT initiatives affecting students, faculty, and staff.  Assist with developing marketing materials for major IT initiatives.  Update the IT website and social media platforms as needed.

• Other duties as assigned.

Functional Area 2: Administrative

Percent Effort 25%

• Provide backup support and assistance to other full-time staff and student workers.

• Monitor the email account and ticketing queues and respond in a timely manner to requests for help.

• Monitor and report on active problems with IT services.

• Assist with projects or testing of new applications at the IT Service Desk.

• Serve as backup to full-time staff as needed.

LEVEL 2

RESPONSIBILITIES

Functional Areas 1: Operations

Percent Effort 75%

• Provide direct IT (tier 1, tier 2, and tier 3) phone support to the University community. Use troubleshooting/training skills to resolve issues by phone, onsite (designated departments), or remote support for both Windows and Macintosh platforms. This includes resolving intermediate to advanced issues related to all IT services as defined in the ITSM tool.

• Monitor the ITSM tool and process requests.  Ability to analyze multiple incoming issues for the same thing and coordinate problem management and escalation processes defined. Create or update tickets with meaningful and required information for every call received ensuring completion within the defined SLA.

• Utilize professionalism and customer service skills over the telephone and when working face-to-face with clients.

• Ability to learn new software and/or IT services and develop instructions on how to use the software or service following templates provided. Develop/update knowledge base articles (FAQs). 

• Monitor and respond to questions for help from all staff as needed.

• Recommend process improvements or work efficiencies to Team Lead or IT Service Desk Manager.

• Assist with training and answering questions for clients and Service Desk staff on the use of widely used applications and various specialized software applications. Assist with the development of client and Service Desk knowledge base articles. Ensure knowledge articles and training documents are reviewed/updated at least annually. 

• Assist in the evaluation of new technologies including timelines and communication/training plans. Make recommendations based on the evaluation of new technologies for their applicability to the needs of the client. 

• Collaborate with Team Lead and Management to develop/implement effective communications to promote and market IT initiatives affecting students, faculty, and staff.  Assist with developing marketing materials for major IT initiatives.  Update the IT website and social media platforms as needed.

• Other duties as assigned.

Functional Areas 2: Administrative

Percent Effort 25%

• Assist with training new student workers and full-time employees on processes or procedures.

• Monitor and report on tickets completed bi-weekly providing guidance on what areas excel and areas of improvement needed.

• Assist the Team Lead by providing input for student worker performance reviews.

LEVEL 1

WHAT YOU WILL NEED

• Bachelors degree in applicable field or equivalent combination of education and experience.

• Four (4) months of related experience in Customer service or Information Technology

  • Associate Degree or 60+ college credit hours and Two (2) years and Four (4) months of related experience

• Intermediate to advanced skills in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).

• Knowledge of intermediate to advanced troubleshooting, client relations, formulating and contributing ideas, and knowledge of the Information Technology Interface Library (ITIL).

• Ability to multitask and work cooperatively with others.

• Excellent written communication, analytical, interpersonal, customer service and organizational skills.

LEVEL 2

WHAT YOU WILL NEED

• Bachelors degree in applicable field or equivalent combination of education and experience.

• Three (3) Years of related experience in Customer service or Information Technology

  • Associate Degree or 60+ college credit hours and 5 years of related experience

• Intermediate to advanced skills in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).

• Knowledge of intermediate to advanced troubleshooting, client relations, formulating and contributing ideas, and knowledge of the Information Technology Interface Library (ITIL).

• Ability to multitask and work cooperatively with others.

• Excellent written communication, analytical, interpersonal, customer service and organizational skills.

WHAT THEY WOULD LIKE TO SEE

• Course credit or certifications in Information Technology.

• ITIL, HDI, Microsoft, or other IT industry certificate(s).

• University or IT experience.

SALARY $42,000 – $46,800 (Dependent upon education and experience.)

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/Affirmative Action/Veterans/Disability Employer.