IT Professional II

Glimpse of Job and Opportunity to Contribute 

As the IT Professional II you will report to the IT Manager and be the technical lead for end-user support services at the university-wide service desk. This dynamic position provides opportunities to contribute to project management, process improvement, documentation, and mentoring of student workers. Here are some key aspects of this position: 

Technical Lead for End-User Support Services 

• As an IT Professional II, you serve as a technical lead, guiding and assisting in end-user support services. This involves resolving complex technical issues through various channels such as phone, email, in-person interactions, or remote access. 

• You play a critical role in ensuring smooth operations for end-users by addressing their IT-related concerns promptly and effectively 

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Project Management and Process Development 

• You contribute to project management efforts within the service desk. This includes participating in process development and implementation. 

• By evaluating reports and summaries, you help track progress, find areas for improvement, and ensure efficient service delivery. 

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Mentoring and Coaching 

• As part of the Service Desk team, you can mentor student technicians. Providing feedback and coaching helps them enhance their skills and contribute effectively. 

• Your guidance contributes to a supportive learning environment and ensures high-quality service for end-users. 

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Participation in IT Projects and Initiatives 

• Beyond day-to-day support, you lead and actively take part in IT projects and initiatives. These could involve system upgrades, process enhancements, or security measures. 

• Your expertise contributes to the overall success of IT operations within the organization. 

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Qualifications 

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

• 3+ years of experience of related experience in IT 

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Required Knowledge, Skills, and Abilities 

• Advanced knowledge troubleshooting Windows, Mac OS, and mobile devices 

• Excellent customer-centric client relation abilities 

• Exceptional attention to detail and ability to lead a small team 

• Must have strong interpersonal, collaborative, and strategic-thinking skills 

• Excellent communication, problem-solving, and customer service skills, ability to explain technical concepts in a simple and clear way 

• Demonstrated ability to create and use technical documentation 

• Ability to work independently and as part of a team, with a high degree of initiative and accountability 

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Preferred Qualifications 

• 3+ years of experience providing IT support in a service desk or call center environment, preferably in a higher education setting 

• Familiarity with ITSM tools (TDx, ServiceNow) 

• Experience in conflict resolution and using effective communication strategies to deescalate and achieve common goals 

• ITIL (Information Technology Interface Library) Foundations certification 

• HDI Customer Service Representative, Support Center Analyst, or Desktop Advanced Support Technician certification 

Why Texas A&M University?  

Texas A&M University is committed to enriching the learning and working environment by promoting a culture that respects all perspectives, talents & lived experiences.  Embracing varying opinions and perspectives strengthens our core values which are: Respect, Excellence, Leadership, Loyalty, Integrity, and Selfless Service. 

We are a prestigious university with strong traditions, Core Values, and a community of caring and collaboration.  Amenities associated with a major university, such as sporting and cultural events, state-of-the-art recreation facilities, the Bush Library and Museum, and much more await you.  Experience all that a big city has to offer but with a reasonable cost-of-living and no long commutes.  

• Health, dental, vision, life and long-term disability insurance with Texas A&M contributing to employee health and basic life premiums 

• 12-15 days of annual paid holidays  

• Up to eight hours of paid sick leave and at least eight hours of paid vacation each month 

• Automatically enrollment in the Teacher Retirement System of Texas  

• Health and Wellness: Free exercise programs and release time 

• Professional Development: All employees have access to free LinkedIn Learning training, webinars, and limited financial support to attend conferences, workshops, and more  

• Employee Tuition Assistance and Educational Release time  for completing a degree while a Texas A&M employee