IT Professional II

Job Description

Job Title

IT Professional II

Agency

Texas A&M University

Department

Technology Services

Proposed Minimum Salary

Commensurate

Job Location

College Station, Texas

Job Type

Staff

Our Commitment

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.

Who we are

Technology Services provides reliable and accessible IT services to elevate and enhance Texas A&M University. We provide IT leadership to the campus community while enabling the research, education and service mission of Texas A&M. With trusted services and innovative solutions, we are changing the technology landscape on campus. To learn more about IT at Texas A&M University visit us at: https://it.tamu.edu/

What we want

The IT Professional II, under general direction, performs advanced troubleshooting, analysis, and problem-solving for unit-level support in multiple technical fields. If the description sounds interesting to you, we invite you to apply to be considered for this opportunity.

What you need to know

Salary: Commensurate on selected candidate's experience

Other Requirements or Other Factors: May be required to work evenings, weekends, and/or on-call support

Required Education and Experience:

Bachelor's degree and three years of experience in systems administration, service delivery, or hardware/software installation and maintenance

Required Knowledge, Skills and Abilities:

Must be able to work in a collaborative team environment
Ability to multi-task and work cooperatively with others
Must have strong interpersonal skills

Preferred Knowledge, Skills, and Abilities:

Ability to write PowerShell scripts to manage a client/server environment and perform process automation
Ability to perform Windows Server Administration in a domain environment
Ability to use imaging tools to deploy endpoint clients
Ability to create, edit, and manage Group Policy Objects

Responsibilities:

HelpDesk Support

Supports customers as a member of the Helpdesk support team answering support incidents via phone calls, email, or walk-up requests.
Utilizes online ticketing system to record actions and communicate with customers.
Performs remote assistance for customers in order to address software or hardware configuration requests.
Performs desk side or in-person visits when necessary to achieve optimum results.
Assists in analyzing support metrics with admin team.
Participates in managing computing inventory for entire Division.
May direct the efforts of one or more individuals.

Workstation/Server Support

Installs, upgrades, and configures workstation and server software.
Provides technical guidance and support to junior employees on technical issues and procedures.
Investigates, recommends, and assists customers with software and hardware purchases.
Develops system logic and configuration.
Conducts basic performance analyses.
Troubleshoots and repairs hardware and software for servers and workstations.
Troubleshoots routine network problems.

Consulting

Provides training to customers on the use of applications and/or various specialized software applications.
Researches problems and recommends solutions for customers.
Provides technical oversight and training on the development of expertise on software applications.
Provides technical oversight and training in customer problem tracking.
Advises and educates customers on computing security policies and procedures.
Provides technical guidance for the development and maintenance of printed and web-based software application information for customer use.
Surveys complex new technologies and prepare executive summaries.
May provide routine hardware operation and maintenance, and software installation/maintenance on various operating systems.
May develop ad-hoc programs for customers.
Develops IT plans for customers to achieve overall goals.

Application Design, Development, and Testing

Reviews, designs, codes, debugs, and tests complex programs, program modifications, or applications.
Develops specifications based on input from customers.
Creates complex design documents.
Assists the project leader with developing work plan and time schedules for computing projects including outlining phases and identifying personnel and computing equipment requirements.
Evaluates software products and programming languages to determine their applicability to a specific system and/or project.
Confers with users to review project plans and schedules, secure approval of test results, and discusses problems or concerns.
Reviews and analyzes software documentation and production results to facilitate problem resolution.
May coordinate the technical activities of a small project team.
Provides more advanced technical support for the customer.
Assists and mentors other employees in resolving various issues.
Participates with management personnel in planning, direction, and coordinating operational and/or procedural matters to meet goals and objectives.
May produce reports and summaries for management and/or users including status reports, problem reports, progress summaries, and system utilization reports.
Participates in change management and problem tracking.

Database Support

Assists with planning, organizing, and controlling the activities related to database systems in multiplatform environments.
Evaluates software products and programming languages to determine their applicability to a specific system and/or project.
Manages the physical descriptions of database components.
Resolves performance problems and recover from system outages.
Develops and documents security procedures and data standards.
Establishes contacts with vendors for software support and problem resolution.
Monitors the performance of database systems.
Helps resolve performance problems and recover from system outages.
Provides resource estimates and progress reports.
Performs other duties as assigned.

Instructions to Applicants: Applications received by Texas A&M University must either have all job application data entered or a resume attached. Failure to provide all job application data or a complete resume could result in an invalid submission and a rejected application. We encourage all applicants to upload a resume or use a LinkedIn profile to pre-populate the online application.

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.