End User Support Specialist II

End User Support Specialist Ii

Agency: Texas A&M University - Central Texas

Department: Information Technology

Proposed Minimum Salary: $3,750.00 monthly

Job Location: Killeen, Texas

Job Type: Staff

Job Description: The End User Support Specialist II, under general supervision, performs complex and non-routine specialized end user support functions, such as troubleshooting, analysis, research, de-bugging, and problem-solving. The End User Support Specialists II confer with faculty, staff, and students to understand their unique academic, administrative, or research computing needs or issues. Analyze and troubleshoot a variety of computing and connectivity problems. They provide Tier I and Tier II support and escalate more complex problems to other technical support teams and/or outside vendors to resolve Tier III issues. Individuals are responsible for documenting solutions to problems and developing end-user guidelines. The End User Support Specialists II operate as a part of or in support of service desk operations. Work with end users in a variety of settings which may include providing phone or e-mail support remotely from a central location, and which may include providing desk side support. On an ongoing basis, they work to improve customer support processes and practices. Individuals assist in the evaluation of new products and technologies, and the definition of desktop standards.

Responsibilities:

• Troubleshoot a variety of complex end user computing and connectivity issues through use of superior troubleshooting and problem management skills.
• Employ advanced cross-disciplined IT skills in order to work towards resolutions. Provide Tier II and assist with Tier III support. Evaluates and follows through on issues and problems until resolved or escalated.
• May coordinate the technical activities of a small project team; assist and mentor other employees in resolving various issues; participate with management personnel in planning, direction, and coordinating operational and/or procedural matters to meet goals and objectives; participate in change management and problem tracking; performs installations, configurations, and maintenance of desktops, laptops, large high capacity/desktop printers, and associated software packages and operating system applications; and perform all or some of the duties of an End User Support Specialist.
• Research unique end user needs. Provide guidance, recommendations, and alternative options in the use or selection of a variety of hardware and software products in order to achieve the end user's goals and in accordance with all standards. May provide training to end users on the general use of widely used applications and/or various specialized software applications.
• Collaborate with other technical staff with the implementation of new technology deployments.
• Implement the evaluation of new technologies to determine their applicability to end user needs.
• Review the accuracy of documentation of end user support methods and procedures. Be knowledgeable of the documentation about foundation architecture, hardware, and software used by the organization. May produce reports and summaries for management including status reports, problem reports, progress summaries, and system utilization reports.
• Participate in training and professional development.
• Other duties as assigned.

Knowledge, Skills and Abilities:

• Knowledge of word processing and spreadsheet applications.
• Knowledge of troubleshooting and problem-solving, client relations skills, requirement assessment and analysis, project management methodology, context and interrelationships, and the Information Technology Interface Library ITIL (ITIL).
• Ability to multitask and work cooperatively with others.

Minimum Qualifications:

• Bachelor's degree in applicable field or equivalent combination of education and experience.
• Three years of related experience in IT.

Preferred Qualifications:

• Excellent communication and interpersonal skills and ability to multitask.
• Current experience with modern Windows, Mac and Linux operating systems and applications.
• Knowledge of current and emerging IT products, services, and processes.
• Preferred experience working at a public institution of higher education in a related field.
• Applicable IT certifications and knowledge of ITIL.

Salary: $45,000

Hours: Monday - Friday; 8:00 am to 5:00 pm. Occasional evenings or weekends as needed.

Supervision of Others: This position generally does not supervise employees.

Work Location: This is not a remote position. The selected candidate will be required to work on campus.

To Apply: Please apply directly on our Texas A&M University-Central Texas Job Site.

Please submit a cover letter, a resume, and the contact information of three professional references when applying for this position. 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.