IT Specialist II

Job Title

IT Specialist II

Agency

Texas A&M University - Kingsville

Department

Information Technology Services

Proposed Minimum Salary

Commensurate

Job Location

Kingsville, Texas

Job Type

Staff

Job Description

The IT Specialist II, under general supervision, provides advanced technical support and oversees daily helpdesk operations to ensure efficient and effective IT service delivery. This position serves as a primary escalation point for technical issues, coordinates workload distribution among helpdesk staff, and ensures timely resolution of user requests. The IT Specialist II exercises independent judgment, mentors team members, and contributes to process improvements that enhance user satisfaction and operational efficiency.

Essential Duties and Responsibilities

• Leads daily helpdesk operations, ensuring timely response and resolution of technical issues across hardware, software, and network connectivity.

• Serves as the primary escalation point for complex support requests and provides advanced troubleshooting to resolve user issues.

• Monitors helpdesk ticket queues, prioritizes workloads, and assigns tasks to ensure balanced distribution and efficient service delivery.

• Provides technical guidance, training, and mentorship to helpdesk staff/Student workers, fostering professional growth and team development.

• Maintains accurate documentation of support activities, including ticket updates, inventory records, and knowledge base articles.

• Collaborates with other IT teams to escalate and resolve complex technical issues, ensuring minimal disruption to end users.

• Evaluates recurring technical issues and recommends process improvements, updated documentation, or user training to prevent reoccurrence.

• Assists with inventory management and ensures adequate stock of replacement equipment and spare parts.

• Performs duties expected of an IT Specialist I when needed to support operational goals.

• Participates in professional development and ongoing technical training to stay current with emerging technologies and best practices.

• Researches unique end-user needs and provides specialized guidance, recommendations, and alternative solutions in line with policy requirements.

• Assists and mentors’ employees in resolving issues; provides end-user training on advanced use of applications and specialized software; Via Phone.

• Reviews documentation of end-user support methods and procedures for accuracy; assists management with planning, direction, and coordination of operational and procedural matters.

• Produces reports and summaries for management and users, including status reports, problem reports, progress summaries, and system utilization reports.

• Performs all duties expected of an IT Specialist I, as needed.

Additional Responsibilities

Under the direction of the IT Manager:

• Manages the Help Desk ticket queues.

• Supervises Help Desk employees.

• Assist in the creation and documentation of new Standard Operating Procedures (SOPs).

• Contribute to improving team efficiency in daily operations and provide guidance to support team goals and projects.

• Maintain a professional and collaborative work environment.

• Support improvements to the security posture of desktop endpoints using Microsoft Defender and Intune.

Minimum Requirements

Education-Bachelor’s degree or equivalent combination of education and experience

Experience-Two years of related experience

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/Veterans/Disability Employer.