Computer Support Specialist

Job Description:

Computer Support Specialist

Description

Job Title
Computer Support Specialist

Agency
Texas A&M Engineering Extension Service

Department
Network & Information Services

Proposed Minimum Salary
$22.41 hourly

Job Location
College Station, Texas

Job Type
Staff

Job Description

The Computer Support Specialist provides positive customer experiences and solutions while supporting the TEEX Information Technology (IT) Helpdesk operations. This position interacts with customers, enters information into helpdesk software, provides basic IT support, escalates more complex problems and questions to level 2 tech support, follows up with customers, and ensures all requests are handled to the customers' satisfaction.

This position reports to the IT Assistant Director.

Required Qualifications:

• High School Diploma or GED.
  
• Two years of experience in the operation of computer equipment and software.
  

Required Licenses/Certifications:

• Must have a valid motor vehicle operator’s license or ability to obtain within 30 days of employment.
  

Preferred Qualifications:

• Associate’s degree from an accredited college or university or an equivalent combination of education and experience.
  
• Two years of experience in customer service.
  

Physical Requirements:

• Extensive use of telephone and computer/keyboarding.
  
• Must be able to communicate orally and in writing with clients and staff.
  
• Physical conditioning consistent with moving and/or lifting computer equipment up to 30 lbs.
  
• Ability to travel independently by driving and/or flying on commercial airlines.
  

Knowledge, Skills, and Abilities:

• Excellent telephone and customer service skills.
  
• Ability to effectively communicate both orally and in writing.
  
• Knowledge and proficiency in Windows, MS Office and Outlook.
  
• Ability to interact with clients and staff positively and professionally.
  
• Ability to multitask and work cooperatively with others.
  
• Knowledge of advanced IT, intermediate troubleshooting, client relations, formulating and contributing ideas, and knowledge of the Information Technology Interface Library. (ITIL)
  

Equipment:

• Standard office equipment: computer, keyboard, multifunctional printer, telephone and fax machine.
  

Notifications:

• This position is security sensitive.
  
• This position may require up to 10% travel to TEEX sites for computer support.
  
• This position may require work beyond normal office hours and/or work on weekends.
  
• This position requires compliance with state and federal laws/codes and Texas A&M University System/TEEX regulations and procedures.
  
• All tasks and job responsibilities must be performed safely without injury to self or others in compliance with System and Agency safety requirements.
  
• As part of TEEX’s mission of providing training, developing practical solutions, and saving lives; this position could be required, if called upon, to deploy within the State of Texas as directed by this position’s Division Director/HQ Department Head.
  
• Must be a U.S. Citizen due to data security requirements.
  

Essential Duties, Tasks, and Percentages:

NIS Help Desk Administration - 50%:

• Enters problems as tickets into helpdesk tracking system.
  
• Triages urgency of customer requests and takes appropriate action. (phone, email, IM, etc.)
  
• Routes calls and problems to appropriate technician queue.
  
• Tracks ticket queues throughout the day and alerts management to unusual situations.
  
• Conducts customer follow-up by phone or email to monitor and ensure high levels of customer satisfaction.
  
• Monitors Network Operations Center screens, notifies appropriate analyst of problems, and notifies affected users.
  
• Provides reports from the helpdesk software when needed.
  

Computer User Support - 45%:

• Provides positive customer experiences and solutions by being professional and courteous when dealing with customers.
  
• Handles all customer requests in a timely manner.
  
• Resets passwords on all systems.
  
• Answers basic software use questions ("How do I...?") and some troubleshooting.
  
• Answers basic hardware and some troubleshooting.
  
• Researches possible problem resolutions. (history of calls)
  
• Accepts equipment for work requests and issues receipts.
  
• Returns equipment and closes tickets with signed work order.
  

Provide Back-up in Office - 5%:

• Accepts deliveries from shipping companies and ensures the items are processed or delivered to customers in a timely manner.
  
• Checks and reserves loaner equipment.
  

Other Duties:

• Performs additional work duties as assigned.
  

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.