Entry-Level IT Support Specialist

$47,500 - $47,500/Yr

Texas A&M University - College Station, TX

Full-time - Entry Level

College Station, TX

Educational Services

About the position

Texas A&M University is seeking an Entry-Level IT Support Specialist to join the Technology Services team, specifically supporting the Texas A&M Telehealth Institute (TI). This role is crucial in providing frontline desk-side support to faculty, researchers, administrative and executive staff, and students, ensuring that the IT environment operates smoothly and efficiently. The Telehealth Institute is dedicated to leading interdisciplinary telehealth research, education, and clinical services, and this position plays a vital role in supporting its mission to serve rural and underserved populations. As an End User Support Specialist, you will be responsible for troubleshooting and resolving issues related to Windows, Mac, and mobile devices. You will provide hardware and software support, assist with advanced troubleshooting, and serve as an escalation point for complex problems. This position requires excellent customer service skills, strong interpersonal abilities, and a proactive approach to problem-solving. You will also have the opportunity to engage in professional development and training, contributing to your growth within the role. The position is based in College Station, Texas, and may require on-call support during nights and weekends. The ideal candidate will have a Bachelor's degree or equivalent experience, along with a working knowledge of troubleshooting software and a commitment to providing exceptional service to the Texas A&M community. This role is an excellent opportunity for individuals eager to learn and make a significant impact in the field of IT support.

Responsibilities

• Troubleshoot all endpoint computing related issues for Windows, Mac, and Mobile devices.
• Provide frontline hardware and software break-fix, advanced troubleshooting, and issue resolution for faculty, researchers, administrative and executive staff, and students.
• Support and assist Tier III+ specialists and IT managers, as needed.
• Utilize remote tools to troubleshoot user computers with minimal disruption to clinical care and research initiatives.
• Present effective verbal and written communication skills crucial for explaining technical solutions to non-technical users.
• 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.
• Share knowledge with end users on security best practices to safeguard sensitive data and ensure compliance with organizational policies related to IT security, data privacy, and acceptable use.
• Monitor and address assigned work daily.
• Assist with hardware and software maintenance and management along with asset control for TI.
• Provide periodic tactical reports to leadership.
• Provide periodic one-on-one and large group training to faculty, staff, and students on a variety of IT-related tools or topics.
• Train and develop student technicians and other frontline staff.
• Create documentation with common troubleshooting steps and update as necessary.
• Provide regular, scheduled onboarding information and training to new TI faculty, staff, and students.
• Collaborate with external resource center partners for knowledge transfer and to ensure telehealth data compliance.
• Engage campus members in a professional and friendly manner and promote IT initiatives.

Requirements

• Bachelor's degree or equivalent combination of education and experience.
• Four months (1 semester) of student worker and/or customer service experience in IT consulting.
• Working knowledge of troubleshooting software.
• Excellent customer service skills.
• Strong interpersonal skills.
• Strong problem-solving skills.
• Ability to work independently or in a collaborative team environment.

Nice-to-haves

• Bachelor's degree in Computer or Information Systems Management.
• Two years of experience providing deskside support of both Windows and MacOS devices for a higher education institution.
• Knowledge of networking concepts and protocol and active directory services for user management and authentication.
• Understanding of healthcare technology and IT security, and data privacy.
• 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.
• Working knowledge of IT Endpoint Security practices.

Benefits

• Dental insurance
• Disability insurance
• Paid sick time
• Tuition reimbursement
• Vision insurance