IT Professional

Job TitleIT Professional IAgency

Texas A&M University Department Technology  Services - Academic Operations Proposed Minimum Salary Commensurate Job  Location College Station, Texas Job Type Staff Job  DescriptionA Glimpse of the job:

The IT Professional I provides frontline desk-side support functions for campus faculty, researchers, administrative and executive staff, and students at the Health Science Center. Additionally, provides advanced troubleshooting, serves as an escalation point for complex problems, and serves as an advisor to management for systemic technical issues and continual service improvement.

Essential Duties and Tasks:

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 the Health Science Center.

Utilize remote tools to troubleshoot user computers with minimal disruption to academic 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.

Provide periodic tactical reports to leadership.

Campus Engagement Consistently engage campus members in a professional and friendly manner.

Promote IT initiatives and establish partnerships within the campus IT community.

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.

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.

What you need to know Salary: $47,500 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.

Required Licenses and

Certifications:

Preferred 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.

Preferred Qualifications:

Bachelor’s degree in Computer Science, Software Engineering, Management Information Systems or a related field.

Associates degree in IT field

Two years of experience in the maintenance, troubleshooting, and repair of computer equipment.

Experience with Deskside IT support for Windows, MacOS devices.

Experience providing technical support in a higher education environment.

IT support for Printers 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.

Knowledge, Skills, and Abilities:

Ability to multitask and work cooperatively with others.

Must be able to work in a collaborative team environment.

Strong interpersonal skills.

Customer service experience.

Experience configuring, administering, and/or troubleshooting.

Physical Requirements:

Ability to lift and/or move medium weight objects.

Other…