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Client Technologies Analyst III

Employer
Texas A&M University Corpus Christi
Location
Texas, United States
Salary
Salary Not specified
Posted Date
Sep 7, 2022

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Position Type
Faculty Positions, Science, Technology & Mathematics, Computer Sciences & Technology
Employment Level
Administrative
Employment Type
Full Time
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Job Title
Client Technologies Analyst III

Agency
Texas A&M University - Corpus Christi

Department
User Support Services

Proposed Minimum Salary
Commensurate

Job Location
Corpus Christi, Texas

Job Type
Staff

Job Description

Description:

At Texas A&M University - Corpus Christi, our Technology Support team have incredible opportunities to work on systems that impact faculty, staff, student, and researchers from around the world. TAMU-CC is a vibrant, Hispanic Serving Doctoral Research Institution that combines a heritage of teaching excellence with innovation in research and community engagement. We look for people who have new ideas and are driven while having fun along the way. Our team plays an important role in the unparalleled commitment to student success.

The Client Technologies Analyst III, under direction, serves as technical lead for client technology projects or services. Provides technical oversight for the application of and compliance with technical standards. Coordinates the technical activities of a client technology support team. Completes reports and summaries for management and users, including project status reports, problem reports, and progress summaries.

Program/Project Management: 40%
  • Track and facilitate in the coordination of equipment repair work order assignments and provide detailed work records, which outlines the history of tests, performance problems, and repairs for each piece of equipment.
  • Assist in the training and coordination of tasks for technicians.
  • Coordinate multi-department and special programs or projects (such as the Technology Management Program) to deliver service excellent, empower teaching and learning, and enhance research.
  • Manage the life cycle of university endpoints (including hardware and software). Facilitate endpoint technology related purchases. Serve on committees to develop technical standards and direction. Meet with customers and technical staff to determine information needs and requirements. Assist with new technology deployments and system integration testing.
  • Anticipate and complete reports and summaries for management and users, including incident/service requests reports, program/project status reports, problem reports, and progress summaries.
  • Provide input or assist in the planning and budget process.


Service and Process Management: 30%
  • Champion the implementation, management, ‎‎and use of ITIL processes and principles including Incident Management, ‎Change Management, Problem Management, ‎‎and Configuration Management. Support organizational and operational policies, procedures, and goals. Support and implement a comprehensive ‎service ‎‎support response to technology needs of the University. Collaborate/coordinate with functional and technical clients/team to continuously improve service delivery.
  • Monitor and maintain system security. Provide protection and recovery support for client data.
  • Manage, implement and administer Service Level Agreements to ‎ensure compliance and ‎satisfaction of all agreed upon commitments. Develop policies, procedures, reports and metrics ‎for measurement against services being provided to ascertain compliance with service level agreement.


Communication and Documentation:15%
  • Create and maintain service documentation with clear and simple guidance.
  • Develop communications for service enhancements and disruptions, while engaging with clients regarding daily support activities and projects.
  • Represent the institution while attending campus meetings and external conferences.


Supervision:10%
  • Provide work direction and/or supervise staff such as subordinates, contractors, vendors, students, etc.
  • Manage in the administrative processes for human resource ‎‎‎actions (hiring, professional development, promotions, ‎terminations, disciplinary procedures, and salary adjustments) to ‎‎‎maintain a skilled technical and customer service oriented ‎staff
  • Provide timely communications to staff.‎


Other duties as assigned: 5%
  • Maintain an understanding of technology trends within the computer industry. Special projects and other duties as assigned. Act as an internal consultant, advocate, mentor, and change agent.


Qualifications:
  • Bachelor's degree.
  • Five (5) years of related experience.
  • Additional experience may substitute for the minimum education requirement: Associates degree and seven (7) years of related experience.
  • Intermediate skills in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
  • Ability to multitask and work cooperatively with others.
  • Excellent written communication, analytical, interpersonal, and organizational skills.


Preferred Qualifications:
  • Degree in IT-related discipline.
  • Knowledge of project management, mentoring, negotiation skills, basic vendor relations, advanced client relations skills, proposal writing, business acumen, persuasive communication, adaptability to change, team leadership skills, and quality assurance methodologies.
  • Knowledge of computer networks and remote troubleshooting techniques.
  • Experience with the installation, configuration and support of Microsoft Windows and Mac OS clients in a Windows domain environment using software such as Jamf, MS SCCM, or MS Intune.
  • Experience in supporting mobile devices such as Apple iPads and Microsoft Surface Tablets in a business or educational setting.
  • Experience in developing documentation and delivering training on the usage of computing and technology resources.
  • Desire to continuously improve both technical and interpersonal skills.
  • Ability to learn job related skills through on the job training, including observation, written and oral instruction and formal training sessions.
  • Understanding of information security best practices and regulatory compliance areas such as FERPA and PCI, and how they affect the configuration, use and support of information technology resources.


NOTE:
  • Due to the nature of this position, remote work is not available at this time.


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.


To apply, visit https://tamus.wd1.myworkdayjobs.com/en-US/TAMUCC_External/job/Corpus-Christi-TX/Client-Technologies-Analyst-III_R-053289



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