at Texas A&M University - Texarkana in Texarkana, Texas, United States
End User Support Specialist I – Two (2) Positions Open
Texas A&M University – Texarkana
Division Of Technology And Distance Education
Proposed Minimum Salary
The End User Support Specialist I, under general supervision, performs routine end user support functions to provide faculty, staff, and students the capabilities for efficient and productive use of technology.
Essential Duties and Responsibilities
+ Troubleshoots a variety of end user computing and connectivity issues for both Apple and PC platforms. Confers with personnel in resolving problems involving procedural and technical matters. Evaluates and follows through on issues and problems until resolved or escalated. Researches problems and recommends solutions.
+ Provides established guidance, recommendations, and solutions in the use or selection of a variety of hardware and software products to achieve end user goals and remains in accordance with policy requirements. Ensures work is accurate and in compliance with departmental or project quality standards.
+ Provides training to end users on the use of widely used applications and various specialized software applications. Serves on committees to develop technical standards and processes. Determines information needs and requirements by meeting with customers and technical staff.
+ Develops technical documentation for internal use by others in end user support areas. Provides resource estimates and progress reports. May provide input for planning and budget processes.
+ Provides specifications and recommendations for planning, acquisition, and implementation of new computer software and hardware installations and systems.
+ Logs all Service Desk interactions accurately, thoroughly, and in a timely manner. Maintains knowledgebase data and/or frequently asked questions related to desktop computing.
+ Provides technical support for distance learning technology to include equipment setup, preventative maintenance, training, and troubleshooting. Works with faculty and staff to facilitate use of distance education technology.
+ Provides support for classroom technology to faculty and staff
+ Assists end users with new technology deployments.This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. Other duties may be assigned.
• Bachelor’s degree in applicable field or equivalent combination of education and experience.• Two years of related experience in IT. • Knowledge of word processing and spreadsheet applications. • Knowledge of advanced IT, intermediate troubleshooting, client relations, formulating and contributing ideas• Ability to multitask and work cooperatively with others.
• Operational/technical knowledge of disparate computer systems and software (Macintosh and IBM platforms, Mac OSX, and Windows). • Knowledge of desktop computing security procedures and protocol.• MCITP: Enterprise Desktop Support Technician on Windows 7 certification• Demonstrated knowledge of mobile device operating systems and integration with desktop computing. • Knowledge of the Information Technology Interface Library (ITIL). • Experience providing quality customer service to medium or large customer populations
Other Requirements• Excellent written communication, analytical, interpersonal, and organizational skills.
This position is open until filled, however, applications received by September 3, 2021 will receive first priority.
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 committed to diversity.
As a member of The Texas A&M University System, Texas A&M University-Texarkana is a comprehensive regional university that provides students with academically challenging, engaging, and rewarding educational experiences through quality teaching, scholarship, student support services, co-curricular programming, research, and service.Through the personal attention of our faculty and staff, students are afforded the opportunity to acquire the knowledge, abilities, and skills to become leaders in their chosen professions and to prepare for the opportunities of serving in a global environment.A&M-Texarkana began in 1971 as part of East Texas State University and joined The Texas A&M University System in 1996. Our 375-acre campus, which opened in 2008, is near beautiful Bringle Lake in Texarkana, Texas, in a region known as the Ark-La-Tex.With a commitment to academic excellence, student success, and community leadership, A&M-Texarkana is comprised of three academic colleges: education and liberal arts; business; and science, technology, engineering, and mathematics (STEM). The university accommodates students by offering flexible class schedules, web-based courses, and online degree programs.A&M-Texarkana is a member of the National Association of Intercollegiate Athletics (NAIA) Red River Athletic Conference, with men’s and women’s soccer, men’s and women’s tennis, baseball, and softball programs.The Texas A&M University System is one of the largest systems of higher education in the nation, with a statewide network of eleven universities, seven state agencies and a comprehensive health science center. The A&M System is committed to providing an educational and work environment that is conducive to the personal and professional development of each individual employee. Equal opportunity and access will be provided throughout the A&M System to all students, employees, and prospective employees. Employment opportunities for all A&M System members and locations are updated daily and posted on this searchable website. The Texas A&M System is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer committed to diversity.
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