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Computer Support Specialist

Company: Texas A&M Engineering Extension Service
Location: College Station
Posted on: January 6, 2022

Job Description:

Job TitleComputer Support SpecialistAgencyTexas A Engineering Extension ServiceDepartmentNetwork & Information ServicesProposed Minimum Salary$14.15 hourlyJob LocationCollege Station, TexasJob TypeStaffJob DescriptionThe 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' experience in the operation of computer equipment and softwareRequired Licenses/Certifications:+ Valid Driver's License Preferred Qualifications:+ Associate's Degree from an accredited college or university+ Two years of experience in customer servicePhysical 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+ Ability to travel independently by driving and/or flying on commercial airlinesKnowledge, 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 professionallyEquipment:+ Standard office equipment: computer, keyboard, multifunctional printer, telephoneNotifications:+ 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 TAMUS/TEEX Policies 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.+ In accordance with the federal contractor vaccination mandate, successful applicants for this position must be fully vaccinated against COVID-19 as a condition of employment unless an approved medical or religious accommodation is in place.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 neededComputer 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 orderProvide 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 equipmentOther Duties:+ Performs additional work duties as assigned+ As part of the 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 HeadAll 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 committed to diversity. The Texas A Engineering Extension Service (TEEX) is an internationally recognized leader in the delivery of emergency response, homeland security, workforce training and exercises, technical assistance, and economic development. Last year, TEEX served more than 178,000 people from every U.S. state and territory and 133 countries worldwide. TEEX operates a comprehensive emergency preparedness campus, which includes some of the world's top training facilities in the Brayton Fire Training Field, Disaster City-- and the Emergency Operations Training Center, as well as state-of-the-art facilities for public utilities, law enforcement, and unexploded ordnance training. As part of the National Domestic Preparedness Consortium and home to the National Emergency Response and Rescue Training Center, TEEX has been a leader in homeland security training since 1998. The agency also sponsors the state's elite urban search and rescue team, Texas Task Force 1, standing ready to respond at a moment's notice in times of disaster. Texas A Engineering Extension Service is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer.If you need assistance in applying for this job, please contact by either:Phone: (979) 458-6801Email: employment@teex.tamu.edu (Employment@teex.edu) Useful Links:+ Applicant FAQ (https://teex.org/about-us/careers/) + About TEEX+ Bryan/College Station Area (https://visit.cstx.gov/) + Workplace Notices

Keywords: Texas A&M Engineering Extension Service, College Station , Computer Support Specialist, IT / Software / Systems , College Station, Texas

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