IT Operations Support

Texas A&M University - College Station, TX

Full-time - Entry Level

College Station, TX

Educational Services

About the position

The IT Operations Support position at Texas A&M University is a critical role within the Incident and Operations Center (IOC), which operates 24/7/365. This position is primarily responsible for incident management, monitoring, alert management, and providing support services during the 3rd shift, which runs from 12 midnight to 8:30 am. The role requires working on weekends and holidays on a rotating schedule, emphasizing the need for flexibility and commitment to maintaining the operational integrity of IT services. The IT Operations Support professional will monitor and respond to incidents affecting data centers and critical IT services, including campus email and shared enterprise applications. This involves recognizing, researching, and initiating resolutions to minimize risks associated with these services. In addition to incident management, the role offers significant opportunities for career development. Working closely with various IT support and infrastructure teams allows for exposure to diverse technical areas such as systems administration, network engineering, and security. The position demands superb communication and customer service skills, as well as a keen attention to detail and the ability to resolve problems effectively, especially in time-sensitive situations. The ideal candidate will possess a functional knowledge of Windows OS, MS Outlook/Office/365 applications, and networking technologies, including VPN and remote access. Knowledge of ITIL and IT Service Management processes is also essential for success in this role.

Responsibilities

• Recognizes and manages incidents from various sources and levels of severity efficiently to an acceptable resolution or escalation.
• Responds to incoming customer communications via phone, email, and alerts/tickets; logs customer contacts, creates incident tickets, and tracks incident resolution.
• Troubleshoots a variety of end user computing and connectivity issues and provides Tier 1 support, assisting with Tier 2 as needed.
• Serves as a liaison between technical support teams, management, and customers to address situations and communicate technical information effectively.
• Contacts customers or clients as needed to provide excellent customer service and ensure IOC Service Level Objectives & Agreements are met.
• Provides guidance, recommendations, and solutions in the use or selection of hardware and software products to achieve end user's goals.
• Provides basic training to end users on widely used applications and/or specialized software applications.
• Assists in the documentation and improvement of IOC processes, procedures, and resolution information.
• Develops documentation and knowledge base articles for internal use by others in end user support areas.
• Assists in the security, service support, and facilities support of Data Center locations and infrastructure areas.

Requirements

• Bachelor's degree or equivalent combination of education and experience.
• 1 year of related IT experience.
• Previous experience in an IT help desk service or call center preferred but not required.
• Functional knowledge of Windows OS, MS Outlook/Office/365 applications.
• Understanding of networking technology (routing, switching, network management) and VPN/remote access.
• Ability to react effectively in a stressful environment to high profile service issues.
• Knowledge of ITIL and IT Service Management terms and processes.

Nice-to-haves

• Experience with incident management tools and processes.
• Familiarity with data center operations and support.
• Strong problem-solving skills in a technical environment.

Benefits

• Commensurate salary based on experience and qualifications.
• Opportunities for professional development and training.
• Exposure to various technical areas within IT support and infrastructure.