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End User Support Specialist I

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Posting Details

Position Information

Posting Number S350PO
Position Title End User Support Specialist I
Job Description

The start date for this position is September 1, 2017 or later.

This position reports directly to the IT Service Center manager, maintains a strong presence at various onsite locations across the University, and provides the campus with end user support services and technology guidance for the Division of Information Technology. Delivers day-to-day IT services and collaboratively works with faculty and staff to provide desktop and hardware support, application support, troubleshooting, documentation, training, and interfaces with other IT departments to deliver high quality services and support. Mentors student technologists and provides training and support as needed for the campus. Will occasionally support locations in Amarillo and must be able to provide support on the weekends/off hours. Works daily to ensure that areas of the Information Technology Service Center (ITSC) are in compliance with West Texas A&M University rules and procedures, as well as with the Texas A&M University System, PCI security standards, and/or other standards such as FERPA, copyright laws, and the State of Texas Department of Information Resources (DIR) Texas Administrative Codes (TAC) 202.

Troubleshoots a variety of end user computing and connectivity issues. 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 in order to achieve end user’s goals while remaining 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 direction. Determines information needs and requirements by meeting with customers and technical staff.

Develops documentation for internal use by others in end user support areas. Provides resource estimates and progress reports. May provide input for the planning and budget process.

Assists end users with new technology deployments.

Assists with the evaluation of new technologies to determine their applicability with regards
to end user needs.

Other duties as assigned.

Necessary Qualifications

Bachelor’s degree in applicable field or equivalent combination of education and experience.

Two years of related experience in Information Technology.

Knowledge of word processing and spreadsheet applications. Knowledge of advanced IT, intermediate troubleshooting, client relations, formulating and contributing ideas, and knowledge of the Information Technology Infrastructure Library or ITIL.

Ability to multitask and work cooperatively with others.

Strong written and oral communication skills. Ability to work as an effective member in a team environment.

Ability to manage time and multi-task. A strong customer service orientation.

Minimum Skills Required No Minimum Skills Test Required
Preferred Qualifications

Advanced experience with Microsoft products and solutions.

Proven experience working in a demanding and fast-paced environment.

Proven ability to mentor and motivate entry level technicians such as student technology workers.

Proven ability to establish and maintain standard operating procedures and related documentation.

Special Instructions to Applicants

Applicants must upload cover letter and resume when applying.

A criminal history report will be obtained on position finalists.

Texas law requires that males age 18 through 25 be properly registered with the Selective Service System in order to be eligible for employment.

West Texas A&M University is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer.

Pay Rate $36,714.43
Pay Basis Annually
Job Category Professional
Job Type Full-Time

Posting Detail Information

Open Date 07/05/2017
Close Date
Open Until Filled

Supplemental Questions

Required fields are indicated with an asterisk (*).

Applicant Documents

Required Documents
  1. Cover Letter
  2. Resume
Optional Documents