End User Support Specialist I

Job Title End User Support Specialist I Agency Texas A&M University
- Corpus Christi Department User Support Services Proposed Minimum Salary Commensurate Job Location Corpus Christi, Texas Job Type Staff

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.

• 75% Provide direct IT (tier1 and
  2) phone support to the University community. Use troubleshooting/training skills to resolve computer-related issues by phone, onsite (designated departments), or remote desktop for both Windows and Macintosh platforms. This includes resolving basic to intermediate issues related to software, hardware, networking, printing, account/password issues, installation, and all other computer related issues supported by Information Technology. Escalate issues as appropriate.
• Utilize customer service skills over the telephone and when visiting departments directly.
• 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 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.
• Other duties as assigned.
• 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.

• Bachelor’s degree in applicable field.
• Four (4) months of related experience in Customer Service or Information Technology.
• Additional experience/education may be used as a substitute for the minimum education/experience requirement:
  High School Diploma/GED, and four (4) years and four (4) months of related experience in Customer Service or Information Technology.
• Associate’s degree in applicable field, and two (2) years and four (4) months of related experience in Customer Service or Information Technology.
• 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.
• Demonstrated ability to communicate effectively with end users, coworkers, and vendors including the ability to explain technical concepts and instructions in a clear understandable manner, both orally and in writing.
• Excellent written communication, analytical, interpersonal, customer service and organizational skills.

• Course credit or certifications in Information Technology.
• ITIL, HDI,…