End User Support Specialist I A&M System Member : Texas A&M University Department : Division Of Student Affairs It Support Job Category : Other or Not Specified Job Type : Staff Location : College Station/Bryan Proposed Minimum Salary : $3,220.59 monthly Job Requisition Number : R-001549 Security Sensitive? : Yes Job Title End User Support Specialist I Agency Texas A&M University Department Division Of Student Affairs It Support Proposed Minimum Salary $3,220.59 monthly Job Location College Station, Texas Job Type Staff Job Description The End User Support Specialist I, under general supervision, performs routine end user support functions, assists with technical support for various IT projects of work groups. Assists with the technical support to customers. The End User Support Specialist I for the Service Desk in the Department of Information Technology is responsible for assisting in the supervision, coordination, and organization of the work for the Department of IT, Student Affairs Service Desk student technician team, consisting of student employees, responsible for supporting computer and network services. Required Education and Experience: * Bachelors degree or equivalent combination of education and experience. * Two years of related experience in user IT consulting. Required Special Knowledge, Skills, and Abilities: * 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 Interface Library (ITIL). * Must be able to work in a collaborative team environment across departmental divisions. Ability to multi-task and work cooperatively with others. Preferred Special Knowledge, Skills, and Abilities: * ITIL Foundation * Ability to manage and direct student staff and associated workload. Responsibilities: * Assist for hiring, planning, organizing, and directing the operations of an information technology team consisting of student employees. Responsible for student employee supervision, mentoring, and training. Responsible coordination of student employee work schedules, correspondence, time keeping, evaluation, and assists with student employee assessment. Develops and updates training materials, plans and delivers training sessions and workshops for student employees. Provides technical guidance and support to student employees on procedures. Assist with ensuring equipment is operating correctly and reports all problems and works with staff to resolve. Maintains inventory and supplies. Participates in creating team long and short term goals and plans. * Provides established guidance, recommendations, and solutions in the use or selection of a variety of hardware and software products in order to achieve end users goals and in remain in accordance with policy requirements. Confers with personnel in resolving problems involving procedural and technical matters. Troubleshoots a variety of end user computing and connectivity issues. 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 technical support for various IT projects or work groups. Assists with the technical support to customers. Serves on committees to develop technical standards and direction. Ensures work is accurate and in compliance with departmental or project quality standards. * Works with customers to resolve incidents and fulfill requests and improves level of service. Meets with customers and technical staff to determine information needs and requirements. Provides training to end users on the use of widely used applications and various specialized software applications. Becomes familiar with general customers needs to perform the job duties successfully. Development and maintenance of good vendor relations. Evaluates and follows through on issues and problems until resolved or escalated. Learns how to follow vendor warranty procedures. Assists other technical staff with supporting customers. Develops in-depth knowledge of desktop software applications. Determines information needs and requirements by meeting with customers and technical staff Assists other technical staff with demonstrations of desktop software application to customers. Applies quality standards and ensures all work is accurate and in compliance with departmental or project quality standards. * Utilizes departmental inventory control procedures; Serves as the departmental liaison for the annual inventory certification for various supported customers; maintains records of non-inventoried items (other hardware, software). * Provides resource estimates and progress reports. Serves on committees to develop technical standards and direction; Ensures that all work is accurate and in compliance with departmental or project quality standards. Provides on-call support on nights and weekends as needed. Participates in training and professional development sessions. * Produces reports and summaries for management and/or users including status reports, problem reports, progress summaries, utilization reports and a variety of ad hoc requests. Develops and writes protocols and procedures related to service desk operations and end user applications. * Supports the success and objectives of the Department of IT. Maintains a positive relationship with other departments and personnel that will assist in the development, funding, promotion, and/or public relations of the Department of IT. Serves on University, Division, or Departmental committees as assigned or nominated. Performs other related duties as assigned. Instructions to Applicants: Applications received by Texas A&M University must either have all job application data entered or a resume attached. Failure to provide all job application data or a complete resume could result in an invalid submission and a rejected application. We encourage all applicants to upload a resume or use a LinkedIn profile to pre-populate the online application. Equal Opportunity/Affirmative Action/Veterans/Disability Employer committed to diversity.