End User Support Specialist I

Texas A&M University    Dallas, TX
Job Description

Job Title

End User Support Specialist I


Texas A&M University


Health Science Information Technology

Proposed Minimum Salary


Job Location

Dallas, Texas

Job Type


Job Description

Our Commitment

Texas A&M University is committed to enriching the learning and working environment for all visitors, students, faculty, and staff by promoting a culture that embraces inclusion, diversity, equity, and accountability. Diverse perspectives, talents, and identities are vital to accomplishing our mission and living our core values .

Who we are

The Division of Information Technology provides reliable and accessible IT services to elevate and enhance Texas A&M University. We provide IT leadership to the campus community while serving the mission of Texas A&M. With trusted services and innovative solutions, we are changing the technology landscape on campus. To learn more about IT at Texas A&M University visit us at: https://it.tamu.edu/

What we want

The End User Support Specialist I, under general supervision, performs front line desk-side support functions for campus faculty, researchers, administrative staff and students. We need an individual who subscribes to and supports our commitment as stated above. If this job description sounds interesting to you, we invite you to apply to be considered for this opportunity. Please note: This position is located in Dallas, Texas.

Required Education and Experience:

  • Bachelor’s degree in applicable field or equivalent combination of education and experience. One year of experience may substitute for one year of education
  • Two years of experience in user IT consulting

Required Knowledge, Abilities, and Skills:

  • Working knowledge of troubleshooting both Windows 10 and MacOS platforms, effective customer-centric client relation abilities, ability to be productive working independently or in a team environment, and working knowledge of the Information Technology Infrastructure Library (ITIL) framework
  • Must be able to work in a collaborative team environment
  • Ability to multi-task and work cooperatively with a diverse range of people
  • Must have strong interpersonal skills Must have strong problem-solving skills

Other Requirements or Other Factors:

  • Ability to lift or move heavy equipment required periodically
  • Must have the ability to disconnect & move computers
  • Must be able to maneuver around a building including multiple floors and tight spaces
  • This position is located in Dallas, Texas

Preferred Education and Experience:

  • Degree in Computer or Information Systems Management, Computer Systems Analyst, or Information Technology
  • Two or more years of recent experience providing desk-side support of both Windows and MacOS devices for a higher education institution

Preferred Licenses and Certifications:

  • CompTIA A+, Network +, or Security+ Certification, Dell Certified Systems Expert, Apple Certified Mac Technician,
  • Microsoft Modern Desktop Administrator Associate, ITIL Foundations or higher, HDI Desktop Support Technician

Preferred Knowledge, Abilities, and Skills:

  • Intermediate software troubleshooting and hardware repair experience across both PC and Mac platforms
  • Intermediate Windows 10 and MacOS 10.14+ troubleshooting skills. Advanced HP and Xerox Printer hardware and software experience
  • Experience in a clinical environment application an equipment a plus. Working knowledge of IT Endpoint Security practices


  • Troubleshoot all endpoint computing related issues for Windows, Mac and Mobile devices. Provide front-line hardware and software break-fix, troubleshooting, and issue resolution for faculty, researchers, administrative and executive staff, and students. Support and assist Tier II+ specialists and IT managers, as needed.
  • Follow detailed standard operating procedures, administrative procedures, and departmental guidelines in support of the Division’s mission to deliver focused and innovative services to support the university’s mission of providing the highest quality programs and first-class research.
  • Closely manage assigned incidents and help requests through established response and resolution time SLAs using the Division’s Incident Management platform. Provide timely updates and effective communication methods to keep campus members informed through resolution. Monitor and address assigned work daily.
  • Provide periodic one-on-one and large group training to faculty, staff and students on a variety of IT related tools or topics.
  • Consistently engage campus members in a professional and friendly manner. Promote IT initiatives and establish partnerships within the campus IT community.
  • Participate in training and professional development sessions. Participate in 4+ applicable IT training and professional development activities yearly, as approved by IT leadership. Provide on-call support on nights and weekends as needed. Perform other duties as assigned.

Special Instructions: A cover letter, resume, and contact information for three professional references (to include at least one previous supervisor) are strongly recommended. You may upload all three on the application under CV/Resume or upon answering the questionnaire you may attach the documents.

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.

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.

Thu, 22 Aug 2019 23:08:52 GMT

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