End User Support Specialist II

As an End User Support Specialist II, you will supervise the Student Technicians' training and development and be responsible for hiring and performance evaluation. As a team member in the Service Desk, you will answer calls from customers, document Help Requests and Incidents using an ITIL-based ticketing system, and you will support your customers and colleagues across tiered levels of support.  

This is a fast paced and highly collaborative environment with the opportunity to work cross-functionally with IT teams, business leaders, and vendors to solve complex IT problems and deliver innovative outcomes that directly contribute to student success at Texas A&M!

Work Schedule is Monday-Friday 8-5 pm; may occasionally have to work off hours when there are student events.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience
• Three years of experience in user IT consulting
• A well-qualified candidate will have worked in a help desk environment, using ITIL based ticket systems, and experience with troubleshooting and resolving hardware and software related incidents

Skills

• Customer Service
• Knowledge of ITIL
• Troubleshooting and Problem Solving
• Client Relations
• Knowledge of ITSM Platforms (i.e ServiceNow, Team Dynamix) preferred
• Assessment and Analysis Knowledge preferred
• Project Management preferred

About Texas A&M

Texas A&M University is a prestigious university with strong traditions and 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. Experience all that a big city has to offer but with a reasonable cost of living and no long commutes.

Perks or Benefits

The list below is just a sampling:

• Various insurance programs, including health, dental, vision, life and long-term disability. Texas A&M contributes to employee health and basic life premiums with a free employee health option. This makes protecting your family affordable.
• Texas A&M employees generally receive 12-15 days off for holidays each year.
• Employees working full-time receive eight hours of paid sick leave and at least eight hours of paid vacation each month.
• Automatically enrolled in the Teacher Retirement System of Texas, currently the sixth largest in U.S. pension plans and one of the top 25 in the world. You can also enroll in the Tax-Deferred Account Program and/or the Texa$aver Deferred Compensation Plan.
• Free exercise programs and release time for exercise and wellness.
• We invest in your future with dedicated training budgets for our employees each year. All employees also have access to free LinkedIn Learning training.
• Educational release time and tuition assistance for completing a degree while a Texas A&M employee.

Application Instructions

Applications received by Texas A&M University and TAMHSC, 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.