End User Support Specialist III

Job Title

End User Support Specialist III

Agency

Texas A&M University

Department

Technology Services

Proposed Minimum Salary

Commensurate

Job Location

Houston, Texas

Job Type

Staff

Job Description

Our Commitment

Texas A&M University is committed to enriching the learning and working environment by promoting a culture that respects all perspectives, talents & identities.  Embracing varying opinions and perspectives strengthens our core values which are: Respect, Excellence, Leadership, Loyalty, Integrity, and Selfless Service.

Who we are

Technology Services provides reliable and accessible IT services to elevate and enhance Texas A&M University. We provide IT leadership to the campus community while enabling the research, education and service mission of Texas A&M. With trusted services and innovative solutions, we are changing the technology landscape on campus.  To learn more about IT at Texas A&M University visit us at: https://it.tamu.edu/

What we want

The End User Support Specialist III routinely serves as technical lead for end user services. Routinely provide technical oversight for the application of and compliance with technical standards. May coordinate the technical activities of an end user support team. Complete reports and summaries for management and/or users including project status reports, problem reports, and progress summaries. If the description sounds interesting to you, we invite you to apply to be considered for this opportunity.

What you need to know

Salary: Commensurate on selected candidate’s experience

Schedule:  May be required to work evenings, weekends, and/or on-call support

Required Education and Experience:

• Bachelor’s degree in applicable field or equivalent combination of education AND five years of experience in user IT consulting

Required Knowledge, Skills and Abilities:

• Expert knowledge of troubleshooting both Windows 10 and MacOS platforms

• Knowledge of word processing and spreadsheet applications

• Knowledge of project management, mentoring, negotiation, basic vendor relations, advanced client relations, proposal writing, business acumen, persuasive communication, adaptability to change, team leadership skills, and quality assurance methodologies

• Must be able to work in a collaborative team environment

• Ability to multi-task

• Must have strong interpersonal skills

• Excellent written communication, analytical and organizational skills

Preferred Education and Experience:

• Degree in Computer or Information Systems Management, Computer Systems Analyst, or Information Technology

• Six or more years of recent experience providing deskside support of both Windows and MacOS devices for a higher education institution

• Enterprise application management and/or administration experience

• Expert software troubleshooting and hardware repair experience across both PC and Mac platforms

Preferred Knowledge, Skills, and Abilities:

• Advanced Windows 10 and MacOS 10.14+ troubleshooting skills

• Intermediate knowledge of IT Endpoint Security practices

Preferred Licenses and Certifications:

• 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 Center Team Lead

Responsibilities:

• End User Support & Quality Assurance – Troubleshoot 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. Monitor, remediate and advise leadership through quality assurance initiatives. Create and 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. Collaborate with the project leader to develop work plans and time schedules for projects including outlining phases and identifying personnel and computing equipment requirements.

• Incident Management & Documentation – Closely manage assigned incidents and help requests through established response and resolution time SLAs using the Division’s Incident Management platform (ServiceNow). Provide timely updates and effective communication methods to keep campus members informed through resolution. Monitor and address assigned work daily. Provide periodic tactical reports to leadership.  

• Training – Provide 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.

• Campus Engagement – Consistently engage campus members in a professional and friendly manner. Promote IT initiatives and establish partnerships within the campus IT community.

• Professional Development – Participate in training and professional development sessions. Performs other duties as assigned.

Why Texas A&M University? 

We are a prestigious university with strong traditions, Core Values, and a community of caring and collaboration.  Amenities associated with a major university, such as sporting and cultural events, state-of-the-art recreation facilities, the Bush Library and Museum, and much more await you.  Experience all that a big city has to offer but with a reasonable cost-of-living and no long commutes. 

• Health , dental , vision , life and long-term disability insurance with Texas A&M contributing to employee health and basic life premiums
• 12-15 days of annual paid holidays
• Up to eight hours of paid sick leave  and at least eight hours of paid vacation each month
• Automatically enrollment in the Teacher Retirement System of Texas
• Health and Wellness: Free exercise programs and release time
• Professional Development: All employees have access to free LinkedIn Learning  training, webinars, and limited financial support to attend conferences, workshops, and more
• Employee Tuition Assistance and Educational Release time   for completing a degree while a Texas A&M employee

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/Affirmative Action/Veterans/Disability Employer.