IT OPERATIONS SUPPORT - Texas A&M University : Job Details

Job Title

IT Operations Support

Agency

Texas A&M University

Department

Technology Services - IT Enterprise Operations

Proposed Minimum Salary

Commensurate

Job Location

College Station, Texas

Job Type

Staff

Job Description

Glimpse of the IT Operations Support Job

We are hiring an IT Operation Support professional at the Incident and Operations Center (IOC) which is staffed 24/7/365. You will provide incident management, monitoring, alert management, and support services for the 3rd shift which is from 12 midnight to 8:30 am and includes working weekends and holidays on a rotating schedule.

This involves monitoring, recognizing, researching, and initiating resolution to avoid or minimize risk for data centers, critical IT services such as campus email, critical shared enterprise level applications, multiple campus network locations and web resources.

Career Development

Working closely with integral IT support and infrastructure teams provides exposure to an array of technical areas (systems administration, network engineering, security) from which you can learn and expand your IT professional knowledge and development.

Superb communication, customer service, attention to detail and problem determination/resolution skills are a must. The ability to respond effectively in time-sensitive situations is a must!

Qualifications

* Bachelor's degree and four months of related experience.

* Previous experience in an IT help desk service or call center preferred but not required

* Export Control requires US Citizenship

Skills

* Functional knowledge of Windows OS, MS Outlook/Office/365 applications

* Networking technology understanding (routing, switching, network management) and VPN/remote access

* Being able to react effectively in a stressful environment to high profile service issues

* Knowledge of ITIL and IT Service Management terms and processes

Responsibilities

* Incident and Problem Management: Recognize and manage incidents from various sources and levels of severity with efficiency to an acceptable resolution or escalation. Using the IT Service Management tool and additional Response and Communication tools: Respond to incoming customer communications via phone, email, and alerts/tickets. Log customer contacts, create incident tickets, and track incident resolution. Escalate tickets to Tier 2 and Tier 3 support groups as needed. Troubleshoot a variety of end user computing and connectivity issues and when appropriate, provide Tier 1 support and assist with Tier 2 support as needed. Understand the relationship between Incident and problem escalation and creation. Research reported Incidents and follow Incident management procedures. Assist with problem management procedures. Help research problems and recommend solutions.

* Departmental Support: This role serves as a central point of contact for departmental technical support, bridging communication gaps between technical support teams, management, and end-users. Acts as a client advocate, ensuring exceptional customer service through the following activities: Effective Communication: Translate technical information into clear and concise language for all audiences. Facilitate efficient resolutions and timely escalations when needed. Proactively contact clients via phone, email, or incident management tools to address concerns and ensure adherence to established Service Level Objectives (SLOs) and Agreements (SLAs).Knowledge Catalyst: Leverage expertise to provide established guidance, recommendations, and solutions for hardware and software products, ensuring alignment with departmental policies. Empower end-users by offering basic training on widely used and specialized software applications, fostering a knowledgeable and self-sufficient user base. By combining these skills, this role plays a critical role in streamlining departmental operations, resolving client issues efficiently, and promoting user independence through knowledge transfer.

* Staff Engagement, Training, and Documentation: This responsibility involves supporting staff through training and documentation: Training: Provides instruction and guidance on using hardware, software, applications, equipment, and safety protocols. Documentation: Assists in creating and improving procedures, processes, and troubleshooting resources. Knowledge Sharing: Modifies internal documentation and knowledge base articles for staff use.

* Common Duties: Confer with other personnel in resolving problems involving procedural and technical matters; research problems and recommend solutions; ensure all work is accurate and in compliance with departmental or project quality standards; apply team's quality standards; conduct safety, security, and operational walk through and support; work with facilities staff to ensure proper and safe operations of IT and building facilities equipment as needed; provides on-call support on nights and weekends as needed; provide resource estimates and progress reports; share ideas to develop technical standards and direction and communicate with customers and technical staff to help determine information needs and requirement.

* Data Center and Facilities Support and Operation: Assist in the security, service support, facilities support, and location status of the data center locations, organization office locations, and facilities infrastructure areas. Assist in the maintenance of mechanical and electrical infrastructure per manufacturer recommendation, Operations Group specifications, and following TAMU safety guidelines. Perform and execute necessary rounds such as security and/or facilities rounds through the data center and around the property as directed to ensure the integrity of the site and its operation. Conduct daily shift inspections of all data center infrastructure equipment as required. Also monitor building management and alert systems and other automated tools and applications to ensure operational efficiencies. Provide oversite of contractors, service providers, and customers in secure locations and the data center as appropriate.

* New Technology Deployment and System Integration Testing:Collaborates with other technical staff with the implementation of new technology deployments. Provides evaluation of new technologies to determine their applicability to end user needs and offers feedback and recommendations as well as reports any known issues. Seek training and process enhancement utilizing new tools, applications, or resources as improvements are made to the ITOC.

* Professional Development: Participates in training and professional development sessions

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.

Equal Opportunity/Affirmative Action/Veterans/Disability Employer.