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Texas A&M University End User Support Specialist I in College Station, Texas

Job Title

End User Support Specialist I

Agency

Texas A&M University

Department

Academic Affairs Recruiting Office

Proposed Minimum Salary

Commensurate

Job Location

College Station, Texas

Job Type

Staff

Job Description

Our Commitment

Texas A&M University is committed to enriching the learning and working environment for all visitors, students, faculty, and staff by promoting a culture that embraces inclusion, diversity, equity, and accountability. Diverse perspectives, talents and identities are vital to accomplishing our mission (https://www.tamu.edu/statements/mission.html) and living our core values (https://www.tamu.edu/about/coreValues.html) .

Who we are

The Office for Academic Innovation is a new initiative within the Office of the Provost, created to centrally support Texas A&M University’s strategic growth in online and hybrid delivery. TAMU currently offers 46 online degrees and 24 online certificates, and we are working in collaborative partnership with the 17 Schools and Colleges, Branch Campuses, and McAllen Higher Education Center to continue to expand the reach of the university. The Office for Academic Innovation is committed to inspiring innovation in line with Texas A&M University’s strategic focus on transformational teaching and learning. We seek to impact student learning by creating: pathways for improved student retention in an era of digitally-native students; pathways for delivery supported by the diverse education technology landscape; and pathways for enrollment that are designed to be accessible to students across the state of Texas, nation and world. Our iterative philosophy allows us to learn our way forward while remaining grounded in Texas A&M University’s traditions of excellence.

The Academic Affairs Recruiting Office assisted with the creation and posting of this job requisition for the Office for Academic Innovation.

What we want

The Office for Academic Innovation is seeking an End User Support Specialist I, who will support the University’s Learning Management System and instructional technology tools. The End User Support Specialist I, under general supervision, performs routine end user support functions. The ideal candidate will have administrator knowledge of the Learning Management Systems, proficient in troubleshooting techniques, customer service support, and can perform testing and analysis for technical issues. We need an individual who can thrive in a team environment, collaborating on projects and issues, and is also resourceful, organized, and dedicated to helping the end-user resolve issues in a timely manner. The ability to communicate effectively and efficiently with the end-users in various ways including phone-support, email, virtual meetings, and help documentation is also ideal. The selected candidate will subscribe to and support our commitment to Inclusion, Diversity, Equity and Accountability (IDEA) as stated above. If this description appeals to you, we encourage you to apply to be considered.

What you need to know

COVID-19 information: Texas A&M University monitors and updates our recruiting, hiring and onboarding processes to align with local, state and federally mandated health guidelines to keep employees, prospective employees, and visitors as safe as possible. Each department has established both remote and in-person procedures for conducting these processes, which include sanitizing common spaces, a mask policy, and maintaining safe physical distancing to the extent possible. Departments will provide the procedures to be followed at each step of the recruiting process.

Required Education and Experrience:

  • Bachelor’s degree or equivalent combination of education and experience

  • Two years of related experience in user IT consulting

Required Knowledge, Skills, and Abilities:

  • Ability to multi-task and work cooperatively with others

  • Ability to work in a fast-paced environment

  • Excellent verbal and written communication skills

  • Effective customer-centric client relation abilities

  • Strong problem-solving skills. Knowledge and ability to utilize a support/problem tracking system

  • Knowledge of learning management systems (LMS)

Other Requirements or Other Factors:

  • Some evening and weekend work may be required

Preferred Education and Experience:

  • Bachelor’s degree in instructional or academic technology, instructional design, distance education or adult education in a higher education setting

  • More than two years working in learning management systems in a higher education setting. Experience providing end-user support and training to faculty and/or students in a higher education setting

  • Experience in customer support through a combination of face-to-face, email (or help ticket), phone, and chat channels

Preferred Knowledge, Skills, and Abilities:

  • Able to work in a fast-paced team environment across multiple offices at a large institution of higher education

  • Strong interpersonal skills and service oriented

  • Skilled in helping maintain documentation

  • Proficiency in Blackboard and Canvas learning management systems

  • Skilled in maintaining help documentation

  • Commitment to serving faculty and students with industry standard practices embedded in a large institution of higher education

Responsibilities:

  • Faculty & Staff Consultation - Assists with providing consultative service and troubleshooting support to faculty and staff using complex software applications for Tier 1 and Tier 2 support using various communication channels (e.g., chat, email, telephone, Zoom, face to face). Escalates Tier 3 issues to appropriate channels. Provides training to Faculty and staff end users. Assists with coordinating, supporting, and administering support services related to TAMU’s centrally-supported Learning Management System, and its associated mobile applications and other educational technologies that support teaching and learning at TAMU. Helps coordinate and monitor the problem management process including backup support. Participates in faculty and staff problem tracking to include the execution of in-depth testing and analysis for software problems as part of the problem management process. Assists with researching problems and developing workarounds and/or resolutions to technical issues presented by faculty and staff using supported software applications. Provides established guidance, recommendations, and solutions in the use or selection of a variety of software products in order to achieve end user’s goals and in remain in accordance with policy requirements. Evaluates and follows through on issues and problems until resolved or escalated.

  • Technical Documentation and Knowledge-base - Assists with creating, maintaining, and gathering technical information to support faculty and staff. Provides resource estimates and progress reports. Assists with constructing documentation for forward-facing sites, including the Office for Academic Innovation knowledge base using step-by-step processes and images to convey areas within the LMS and 3rd party tools. Develops internal documentation for Service Desk staff and Student Technicians regarding processes and procedures. Uses reports and data from Service Desk tickets, calls, and interactions to ensure appropriate documentation is created. Routine curation of documentation both externally and internally to ensure up-to-date information is being shared.

  • Quality Assurance - Participates in ensuring quality assurance in the implementation and support of complex software and services that support teaching and learning at TAMU. Ensures work is accurate and in compliance with departmental and project quality standards. Performs numerous tasks such as help ticket management, system/software documentation, and feature testing. Assists in producing reports and summaries for leadership including status reports, problem reports, progress summaries, and system utilization reports.

  • Software Testing, Analysis and Reporting - Assists end users with new technology deployments. Assists with the evaluation of new technologies to determine their applicability with regards to end user needs. Participates in the research into complex software application problems and recommended solutions for faculty and staff. Maintains up-to-date knowledge of complex software applications. Conducts functional software testing activities on supported software applications as part of the software release and deployment process for the software that support teaching and learning at TAMU. 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.

Equal Opportunity/Affirmative Action/Veterans/Disability Employer committed to diversity.

Howdy and thank you for your interest in a career with Texas A&M University. As the flagship campus of The Texas A&M University System, we are located in College Station, Texas with a student population of more than 64,000 and nearly 9,000 faculty and staff.The Spirit of Aggieland is unmistakable. We are a unique American institution, fostering a culture of friendliness, diversity, compassion and respect for one another. Our unique history and rich traditions make Texas A&M special.From our benefits package and professional development opportunities to our retirement programs, Texas A&M is a great place to work. Your path to a great career starts here!Equal Opportunity/Affirmative Action/Veterans/Disability Employer committed to diversity.

If you need assistance in applying for this job, please contact (979) 845-5154.

Useful Links:

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  • Retirement

  • Cost of Living Calculator (http://www.bestplaces.net/)

  • Employee Discount Program

  • Flexible Spending Accounts (https://www.tamus.edu/business/benefits-administration/flexible-spending-accounts/)

  • University Holidays

  • Legal Statements

  • New Employee Orientation

  • Prospective Employees

  • Safety & Security Notices

  • Training & Development

  • USERRA (https://www.dol.gov/agencies/vets/programs/userra)

  • Nondiscrimination Notice

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