Entry-Level IT Support Specialist

Job TitleEntry-Level IT Support Specialist Agency Texas A&M University Department Technology Services - Academic Operations Proposed Minimum SalaryCommensurate Job LocationCollege Station, Texas Job TypeStaff 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 & lived experiences. Embracing varying opinions and perspectives strengthens our core values which are: Respect, Excellence, Leadership, Loyalty, Integrity, and Selfless Service. Who we are This role will be supporting the Texas A&M Telehealth Insititute (TI). The Telehealth Insititute leads interdisciplinary telehealth research, education, and clinical services across colleges and schools at Texas A&M University. Telehealth Insititute operates in partnership with the Texas A&M University Health Science Center and the Digital Health Initiative, which is focused on advancements and alignment in processes... systems, tools, and technologies across the TAMU Health Science Center, and supported by the Schools of Medicine, Education & Human Development, and Nursing. As one of the fastest-growing academic health centers in the nation, the Texas A&M University Health Science Center encompasses five colleges and numerous centers and institutes working together to improve health through transformative education, innovative research and team-based health care delivery. We are partnered with Technology Services, who provides reliable and accessible IT services to elevate and enhance Texas A&M University. To learn more about IT at Texas A&M University visit us at: https://it.tamu.edu/ What we want We are seeking an Entry-Level End User Support Specialist to join our team to support our IT environment and our end user support services for Texas A&M Telehealth Institute (TI). This position directly supports the Texas A&M Telehealth Institute’s mission to serve rural and underserved populations. As an End User Support Specialist, you will provide frontline desk-side support functions for our campus faculty, researchers, administrative and executive staff, and students. As you grow within your role, you will have the opportunity to provide our customers with advanced troubleshooting, serving as an escalation point for complex problems, and serving as an advisor to management for systemic technical issues and continual service improvement. This role is an onsite position in College Station, Texas, and may also require you to provide on-call on nights and weekends support as needed. If you are eager to learn, grow, and make a significant contribution to our team, we want to hear from you! What You Need to Know: Salary: $47,500 annually Required Qualifications: Bachelor’s degree or equivalent combination of education and experience AND four months (1 semester) of student worker and/or customer service experience in IT consulting. Working knowledge of troubleshooting software Must have excellent customer service skills Must have strong interpersonal skills. Must have strong problem-solving skills. Must be able to be productive working independently or in a collaborative team environment. A well-qualified candidate would also possess one or more of the following: Bachelor's degree in Computer or Information Systems Management Two years of experience providing deskside support of both Windows and MacOS devices for a higher education institution. Knowledge of networking concepts and protocol and active directory services for user management and authentication. Understanding of healthcare technology and IT security, and data privacy. Intermediate software troubleshooting and hardware repair experience across both PC and Mac platforms. Intermediate Windows 10 and MacOS 10.14+ troubleshooting skills. Advanced HP and Xerox Printer hardware and software experience. Working knowledge of IT Endpoint Security practices. 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 Technician. Responsibilities: Endpoint Support: 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. Provide effective solution-based support for internal and external end users in support of tele-behavioral health counseling. Utilize remote tools to troubleshoot user computers with minimal disruption to clinical care 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 & Documentation: Closely 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. Assist with hardware and software maintenance and management along with asset control for TI. 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. Create documentation with common troubleshooting steps and update Provide regular, scheduled onboarding information and training to new TI faculty, staff and students. Collaborates with external resource center partners for knowledge transfer and to ensure telehealth data compliance. 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: Participates in training and professional development sessions. Participates in 4+ applicable IT training and professional development activities yearly, as approved by IT leadership. 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. Howdy and thank you for your interest in a career with Texas A&M University. As the flagship campus of The Texas A&M University System, we are located in College Station, Texas with a student population of more than 74,000 and nearly 14,000 faculty and staff. The Spirit of Aggieland is unmistakable. We are a unique American institution, fostering a culture of friendliness, compassion and respect for one another. Our unique history and rich traditions make Texas A&M special. From our benefits package and professional development opportunities to our retirement programs, Texas A&M is a great place to work. Your path to a great career starts here! Equal Opportunity/Affirmative Action/Veterans/Disability Employer. If you need assistance in applying for this job, please contact (979) 845-5154. Useful Links: Benefit Programs Retirement Employee Discount Program Flexible Spending Accounts University Holidays Legal Statements New Employee Orientation Prospective Employees Safety and Security Notices Training and Development USERRA Nondiscrimination NoticeShow full descriptionCollapse