IT Support Senior Specialist

IT Support Senior Specialist

The Senior IT Support Specialist has an expert level of technical knowledge and experience in one or more IT-related areas for the organization. This position's scope of responsibility includes providing technical support and assistance to departments, faculty, staff, and students with the use of software applications, customized applications, systems support, and websites, etc. The Senior IT Support Specialist will also manage team members and area or unit IT software projects in support of business operations.

Travel Required: Up to 25%

Major/Essential Functions:

• Oversee the daily activities of Service Desk support
• Manage service desk activities
• Internal I.T. Department Liaison between PC support and other IT areas for escalation purposes
• Manage the distribution of eRaider accounts to staff, faculty, and students
• Manage Enterprise Software Licenses
• Ensure software and hardware comply with information security policies and remediate any problem systems identified
• Create KPI measurements for the IT Help Desk functions
• Manage special projects as assigned
• Performs other duties and tasks as assigned from time to time, consistent with established verbal and written policies, procedures, and schedules
• Participate on-call rotation and after hours as needed
• Remains current with all licensure, certifications, and mandatory compliances and trainings required of this position
• Adhere to all policies, procedures, and practices (Regents Rules, TTUS, HSECEP OPs, etc.)
• Personally demonstrate, display, and act in accordance with TTUHSC EP's Values (Service, Respect, Accountability, Integrity, Advancement, and Teamwork). Serve as a Values' leader while actively promoting and encouraging staff across the institution.
• Perform all other duties as assigned

Grant Funded? No

Minimum Hire Rate: Compensation is commensurate upon the qualifications of the individual selected

Pay Basis: Monthly

Work Location: El Paso

Preferred Qualifications:

• CompTIA A+ certification
• Apple certification
• Dell Certification
• Helpdesk experience managing and servicing tickets through a service desk portal
• Knowledge of processes for providing customer services
• Advanced knowledge in a wide variety of computer software, hardware, and peripherals
• Train help desk staff on areas of responsibility, new technology, and support procedures
• Knowledge of printers, scanners, and external storage
• Must be detail-oriented and possess excellent verbal, written, and interpersonal communication skills
• Provide after-hour support
• Computer security systems, password, and file protection protocol
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Monitor help desk activities, respond to inquiries; provide technical troubleshooting, determine the type of request, diagnose and provide solutions; escalate complex problems to appropriate personnel as required, and ensure proper problem notification procedures are being followed
• Provide management reports and metrics on help desk operations and issues, including recommendations for areas of service or technology improvements

Campus: HSC - El Paso

Department: Information Services El Paso

Required Attachments: Cover Letter, Resume / CV, Transcript

Job Type: Full Time

Pay Statement: Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as, the institutional pay plan. For additional information, please reference the institutional pay plan on the Human Resources webpage.

Job Group: Senior Level IT

Shift: Day

EEO Statement: All qualified applicants will be considered for employment without regard to sex, race, color, national origin, religion, age, disability, protected veteran status, or genetic information.

Required Qualifications: Bachelor's degree with coursework in computer science, MIS, IT, or other related area plus seven (7) years related full-time paid experience OR a combination of related education and/or experience.

Does this position work in a research laboratory? No

Navy Enlisted Classification Code: CTT, IT

Army Military Occupational Specialty Code: 25B, 255A

Air Force Specialty Code: 3D1X1, 3D1X2

Marine Military Occupational Specialty Code: 0651, 6694

Jeanne Clery Act: The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act is a federal statute requiring colleges and universities participating in federal financial aid programs to maintain and disclose campus crime statistics and security information. By October 1 of each year, institutions must publish and distribute their Annual Campus Security Policy & Crime Statistics Report (ASR) to current and prospective students and employees. You can locate this report through our website at: https://www.ttuhsc.edu/emergency/clery-report.aspx