Job Title

End User Support Specialist I

Agency

West Texas A&M University

Department

Chief Information Officer

Proposed Minimum Salary

$17.65 hourly

Job Location

Canyon, Texas

Job Type

Staff

Job Description

The A&M System strives to maintain a competitive, high-quality benefit package to support the health and wellness needs of our workforce. This includes comprehensive health and welfare insurance plans, additional health and lifestyle programs, and optional retirement savings opportunities. Eligible employees will have access to paid leave programs in addition to 13-15 paid holidays each year. For more information regarding the benefit package go to: West Texas A&M University: Human Resources Benefits (https://www.wtamu.edu/business-finance/human-resources/benefits.html)

General Summary

This position reports directly to the IT Technical Support Manager , maintains a strong presence at various onsite locations across the University, and provides the campus with secure end user support services and technology guidance for the division of information technology. Securely delivers day-to-day IT services and collaboratively works with faculty and staff to provide desktop and hardware support, desktop and laptop security, patch and antivirus management, application support, troubleshooting, documentation, training, and interfaces with other IT departments to deliver high quality services and support. Mentors student technologists and provides training and support as needed for the campus. Will occasionally support locations in Amarillo and the Veterinary Education, Research, & Outreach (VERO) building, and must be able to provide support on the weekends/off hours. Works daily to ensure that areas of the Infrastructure Operations and Security (IOS) are in compliance with West Texas A&M University rules and procedures, as well as with the Texas A&M University System, PCI security standards, and/or other standards such as FERPA, copyright laws, and the State of Texas Department of Information Resources (DIR) Texas Administrative Codes (TAC) 202.

Responsibilities:

• Provides day-to-day operational management of desktop patch management systems, desktop antivirus software assurance, vulnerability remediation, and general security compliance of deployed operating systems and applications of campus desktop and laptop computer systems.

• Troubleshoots a variety of end user computing and connectivity issues. Confers with personnel in resolving problems involving procedural and technical matters. Evaluates and follows through on issues and problems until resolved or escalated. Researches problems and recommends solutions.

• Provides established guidance, recommendations, and solutions in the use or selection of a variety of hardware and software products in order to achieve end user’s goals and in remain in accordance with policy requirements. Ensures work is accurate and in compliance with departmental or project quality standards.

• Provides training to end users on the use of widely used applications and various specialized software applications. Serves on committees to develop technical standards and direction. Determines information needs and requirements by meeting with customers and technical staff.

• Assists end users with new technology deployments.

• Assists with the evaluation of new technologies to determine their applicability with regards to end user needs.

• This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. Other duties may be assigned.

Necessary Qualifications:

• Bachelor’s degree in applicable field or equivalent combination of education and experience.

• One (1) year of related experience in Information Technology

• 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 infrastructure library or ITIL.

• Knowledge and experience troubleshooting and repairing computer hardware issues.

• Strong written and oral communication skills. Ability to work as an effective member in a team environment.

• Ability to manage time and multi-task. A strong customer service orientation

• Experience working in a demanding and fast- paced environment.

Preferred Qualifications:

• Master’s degree

• Two (2) years of experience in Information Technology in a professional environment.

• CompTIA A+, CompTIA Networking+, CompTIA Security+

• Advanced experience with Microsoft products and solutions, including Windows 10, and Active Directory.

• Advanced experience with Apple products and solutions including iOS and Mac devices and applications.

• Ability to mentor and motivate entry level technicians such as student technology workers.

• Ability to establish and maintain standard operating procedures and related documentation

Applicant Instructions:

Please include the following with your application:

• Cover letter

• Resume

• Three references

Please attach all documents in the attachment box at the bottom of the “My Experience” page before continuing through the application. Please use the “Upload” button to add each document individually. All revisions must be made prior to application submission. If you need assistance with uploading documents, please contact WTAMU Human Resources at hr@wtamu.edu.

Texas law requires all males age 18 through 25 to be properly registered with the Selective Service System.

Equal Opportunity/Affirmative Action/Veterans/Disability Employer.

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.