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End User Support Specialist II

Company: Texas A&M University Central Texas
Location: Killeen
Posted on: May 16, 2019

Job Description:

Job location: Killeen TAMUCT Employment Type: Full-time Posted data: 2019-05-07 Req: R-019564 Job Title End User Support Specialist II Agency Texas A&M University - Central Tx Department Information Technology Proposed Minimum Salary $3,365.50 monthly Job Location Killeen, 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 troubleshooting, analysis, research, de-bugging, and problem-solving. The End User Support Specialists II confer with faculty, staff and students to understand their unique academic, administrative, or research computing needs or issues. Analyze and troubleshoot a variety of computing and connectivity problems. They provide Tier I and Tier II support and escalate more complex problems to other technical support teams and/or outside vendors to resolve Tier III issues. Individuals are responsible for documenting solutions to problems and developing end-user guidelines. The End User Support Specialists II operate as a part of or in support of service desk operations. Work with end users in a variety of settings which may include providing phone or e-mail support remotely from a central location, and which may include providing desk side support. On an ongoing basis, they work to improve customer support processes and practices. Individuals assist in the evaluation of new products and technologies, and the definition of desktop standards. Responsibilities: -Troubleshoot a variety of complex end user computing and connectivity issues through use of superior troubleshooting and problem management skills. Employ advanced cross-disciplined IT skills in order to work towards to resolutions. Provide Tier II and assist with Tier III support. Evaluates and follows through on issues and problems until resolved or escalated. -May coordinate the technical activities of a small project team; assist and mentor other employees in resolving various issues; participate with management personnel in planning, direction, and coordinating operational and/or procedural matters to meet goals and objectives; participate in change management and problem tracking; performs installations, configurations, and maintenance of desktops, laptops, large high capacity/desktop printers, and associated software packages and operating system applications; and perform all or some of the duties of an End User Support Specialist. -Research unique end user needs. Provide guidance, recommendations, and alternative options in the use or selection of a variety of hardware and software products in order to achieve the end user?s goals and in accordance with all standards. May provide training to end users on the general use of widely used applications and/or various specialized software applications. -Collaborate with other technical staff with the implementation of new technology deployments. -Implement the evaluation of new technologies to determine their applicability to end user needs. -Review the accuracy of documentation of end user support methods and procedures. Be knowledgeable of the documentation about foundation architecture, hardware, and software used by the organization. May produce reports and summaries for management including status reports, problem reports, progress summaries, and system utilization reports. -Participate in training and professional development REQUIRED QUALIFICATIONS: Bachelor's degree in related field or equivalent combination of education and experience. 3 years of relevant experience. PREFERRED QUALIFICATIONS: Excellent communication and interpersonal skills and ability to multitask Current experience with modern Windows, Mac and Linux operating systems and applications. Knowledge of current and emerging IT products, services, and processes. Preferred experience working at a public institution of higher education in a related field. Applicable IT certifications and knowledge of ITIL. Hours : Mon-Fri 8a - 5pm with occasional evenings/weekends. Salary : $40,386 Closes 5/20/2019 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.

Keywords: Texas A&M University Central Texas, Killeen , End User Support Specialist II, Other , Killeen, Texas

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