IT Professional I

Texas A&M • Bryan, TX

1d • Hybrid

About The Position

The IT Professional I is part of a professional IT Service Desk team that provides assistance in resolving hardware and software problems with vendor technical support. The position will also provide Tier I and Tier II support for hardware and software problems and assist with the installation and maintenance of both critical and non-critical software. This position meets the needs of the TTI IT Service Desk, with specific areas of expertise in systems, applications, and/or database management. Documentation of tasks and solutions required. The position will also be the primary purchasing agent for the NIS group which will include all equipment purchases for the agency. Continued employment in this position is contingent upon availability of funding and satisfactory performance.

Requirements

• Bachelor’s degree in applicable field or equivalent combination of education and experience.
• Four months of related experience

Nice To Haves

• ITMS knowledge, with ticket system management used to manage IT operations, service requests, incidents, and assets.
• ITIL experience with Incident, Change, Problem, Request, and Configuration Management.
• Ability to multi-task and work cooperatively with others.

Responsibilities

• Support all hardware/software for agency endpoints, including troubleshooting, installation, upgrades and new setups.
• Assist NIS System Team with endpoint Patch management, MS Group Policy application, endpoint and LAN security, as well as VOIP and Printing services.
• Troubleshoot Network issues in LAN. Verify NIC operation, IP address, VLAN membership. Entry level Cisco Switch configuration.
• Documentation of effort: Using current TTI Service Desk software (and other task lists and reports) to keep track of tasks and document efforts and resolution.
• Provide incident and service requests guidance and resolution steps for the TTI Service Desk.
• Clearly communicates with IT and non-IT professionals to ensure effective use of services.
• Research problems and recommend solutions for customers while providing Tier 1 and Tier II training and support for agency systems (hardware and software).
• Provide customer support, including answering staff inquiries into the TTI Service Desk, as well as traveling to office locations on campus and in TTI Urban offices.
• Provides on-call support on nights and weekends as needed/scheduled (Server Admin, Endpoints).
• Primary Administrator of all machine purchases (endpoints) for agency staff.
• Provide guidance to agency staff on all machine equipment purchases, to provide them with the correct IT tools to complete their researcher and support functions.
• Research and update current service catalog with updated equipment from primary vendor.
• Patches, upgrades, and configures server virtual machines, operating systems, and software.
• Assists with the design and implementation of services.
• Assists with new technology deployments and system integration testing.
• Monitors and maintains systems’ current patch levels, security configuration, and availability.
• Monitors and maintains client data security protections, backups, and recovery support.
• Provide conference room and AV support at all TTI offices.
• Builds and maintains a positive relationship with other agency units and personnel.
• Maintains positive relationships with external partners that assist in the development, funding, public relations, and overall success of TTI and NIS.
• Develops and leads projects in support of Division goals.
• Completes reports and summaries for management and users including project status reports, problem reports, and progress summaries.
• Participates in training and professional development sessions.
• Supports the success and objectives of TTI and NIS.
• Serves on committees inside and outside of NIS and TTI to develop technical standards and direction.
• Ensures that work is documented and in compliance with agency, departmental, and project management standards.
• Directs the efforts of one or more individuals (NIS student technicians and interns).
• Performs other duties as assigned.

Benefits

• TTI employees can choose from several health coverage options offered by The Texas A&M University System for themselves and their families, as well as numerous other benefit programs.
• Tuition reimbursement program (if eligible)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level