Job description

Job Title
End User Support Specialist II

Agency
Texas A&M University - Kingsville

Department
I Tech

Proposed Minimum Salary
Commensurate

Job Location
Kingsville, Texas

Job Type
Staff

Job Description

Job Summary

The End User Support Specialist II, under general supervision, performs complex and non-routine specialized end user support functions, such as taking incoming technical calls, troubleshooting, analysis, research, and problem solving.

Essential Duties and Responsibilities

Coordinates the technical activities of a small project team. Troubleshoots a variety of complex end user computing and connectivity issues in-person and over the phone. Evaluates and follows through on issues and problems until resolved or escalated.

Researches unique end user needs. Provides specialized guidance, recommendations, alternative options, 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 accordance with policy requirements.

Assists and mentors employees in resolving issues. Provides training to end users on the advanced use of widely used applications and various specialized software applications. Helps develop end user training.

Reviews the accuracy of documentation of end user support methods and procedures. Participates with management in planning, direction, and coordinating operational and procedural matters to meet goals and objectives. Produces reports and summaries for management and users to include status reports, problem reports, progress summaries, and system utilization reports.

Collaborates with other technical staff on the implementation of new technology deployments.

Implements the evaluation of new technologies to determine their applicability with regards to end user needs. Equips and supports employees to successfully adopt change in order to drive organizational success and outcomes.

Assists project leader with developing work plans and time schedules for projects including outlining phases, identifying personnel, and computing equipment requirements.

The above 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.

Additional Responsibilities

Software Deployment - Utilize MDM solutions to create and deploy software application packages to devices.

Supervision and Training - Supervise and provide technical and departmental training to student workers.

Inventory - Maintain and distribute department inventory using best practices.

Security - Maintain and support the security posture of university systems.

Travel - This position may require minimal travel to external sites.

Minimum Requirements

Education -Bachelor's degree in applicable field or equivalent combination of education and experience.

Experience - Three years of related experience in IT.

Knowledge of - Knowledge of word processing and spreadsheet applications. Knowledge of troubleshooting and problem-solving, client relations skills, requirement assessment and analysis, project management methodology, context and interrelationships, and the Information Technology Interface Library ITIL (ITIL).

Ability to - Ability to multitask and work cooperatively with others.

Preferred Knowledge, Skills, and Abilities

Hardware and software troubleshooting

Computer imaging

Remote support

Basic network troubleshooting

Microsoft 365

Intune or other MDM solutions

Customer Service

MFA management

Communication skills

Ability to multi-task and work cooperatively with others

Preferred Licenses and Certifications

CompTIA A+, Network +, Security +, Apple Certified Mac Technician, Microsoft 365: Modern Desktop Administrator Associate

Supervision of Others

This position may supervise employees.

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.

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