Agency

Department

A Glimpse of the job: 

The IT Professional I meets the IT needs of a unit where multifaceted expertise is required. Performs in specialty areas of systems, services, applications, and/or database management in support of the service desk. Assists in project execution, process evaluation, and implementation efforts across a wide range of services.

As a team member in the Service Desk, the IT Pro I will be responsible for resolving technical issues via phone, email, in person, or remote access using an ITIL-based ticketing system across tiered levels of support. Members of the service desk will have the opportunity to mentor student technicians by providing feedback and coaching on their performance in addition to leading and participating in IT projects and initiatives as assigned.

Essential Duties/Tasks:

Technical Support:

• Troubleshoots computing related issues for Windows, macOS and mobile devices.
• Supports and assists Tier II+ specialists and IT managers.
• Evaluates and follows detailed standard operating procedures, administrative procedures, and departmental guidelines.

Incident Management:

• Ensure Service Level Agreements (SLAs) are met to maintain high-quality service.
• Provides timely updates and utilizes effective communication methods to keep campus members informed through resolution.
• Assists in completing reports and summaries for management of major incidents and service degradations.
• Organize and maintain records to monitor and track user feedback, identify issues and drive resolutions.

Supervision and Training:

• Provides periodic one-on-one and small group training to faculty, staff, and students on a variety of IT related tools or topics.
• Assists in training and mentoring student technicians.
• Provides guidance and coaching to frontline technicians on troubleshooting processes.
• Assists in creating and updating internal training programs.

Documentation & Quality Assurance

• Assists in quality assurance initiatives to ensure high levels of customer service.
• Provides necessary corrections and guidance to frontline technicians on overall processes and procedures.
• Verifies documentation used for troubleshooting is accurate and up to date.

Campus Engagement:

• Consistently engages campus members in a professional and friendly manner.
• Promotes IT initiatives and establishes partnerships within the campus community.

Professional Development:

• Participate in 4+ applicable IT training and professional development activities yearly, as approved by IT leadership.

What you need to know

Salary Range: $47,500 - $52,000 annually

Special 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, TX

Required 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.

Preferred Qualifications

• 1+ years of experience providing IT support in a service desk or call center environment, preferably in a higher education setting
• Familiarity with ITSM tools (TDx, ServiceNow)
• Familiarity with ITIL framework

Knowledge, Skills, and Abilities

• Knowledge troubleshooting Windows, Mac OS
• Knowledge of word processing and spreadsheet applications
• Excellent customer-centric client relation abilities
• Excellent communication, problem-solving, and customer service skills
• Ability to explain technical concepts in a simple and clear way
• Ability to work independently and as part of a team, with a high degree of initiative and accountability
• Ability to multi-task and work cooperatively with others

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, if applicable.
• 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.