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Job Title

End User Support 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 End User Support Specialist II, under general supervision, performs complex and non-routine specialized end user support functions, such as troubleshooting, analysis, research, de-bugging, and problem solving.

Essential Duties and Responsibilities

+ Coordinates the technical activities of a small project team. Troubleshoots a variety of complex end user computing and connectivity issues. Evaluates and follows through on issues and problems until resolved or escalated.

+ Provides technical oversight for the guidance, recommendations, alternative options, and solutions provided to end users. Provides advanced guidance, recommendations, and solutions in the use or selection of hardware and software products in order to achieve end user’s goals.

+ Research unique end user needs. Provides specialized guidance, recommendations, alternative options, and solutions in the use or selection of a variety of hardware and software products in order to achieve end user’s goals and in accordance with policy requirements.

+ Assists and mentors’ employees in resolving issues. Provides training to end users on the advanced use of widely used applications and various specialized software applications. Helps develop end user training.

+ Reviews the accuracy of documentation of end user support methods and procedures. Participates with management in planning, direction, and coordinating operational and procedural matters to meet goals and objectives. Produces reports and summaries for management and users to include status reports, problem reports, progress summaries, and system utilization reports.

+ Collaborates with other technical staff on the implementation of new technology deployments.

+ Implements the evaluation of new technologies to determine their applicability with regards to end user needs. Equips and supports employees to successfully adopt change in order to drive organizational success and outcomes.

+ Collaborates with the project leader to develop work plans and time schedules for projects including outlining phases, identifying personnel, and computing equipment requirements.

This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. Other duties may be assigned.

Additional Responsibilities

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

+ Contribute to improving the team’s efficiency in day-to-day operations and provide guidance to help achieve team goals and complete projects.

+ Maintain a professional work environment.

+ Support improvements to the security posture of desktop endpoints through the use of Microsoft Defender and Intune.

+ Manage Intune upgrades and ensure Autopilot is properly deployed and functioning to enhance desktop deployment efficiency.

Minimum Requirements

Education – Bachelor’s degree in applicable field or equivalent combination of education and experience.

Experience – Three years of related experience in IT.

Knowledge, Skills, and Abilities

Knowledge of – Knowledge of word processing and spreadsheet applications. Knowledge of troubleshooting and problem-solving, client relations skills, requirement assessment and analysis, project management methodology, context and interrelationships, and the Information Technology Interface Library ITIL (ITIL).

Ability to – Ability to multitask and work cooperatively with others.

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.