IT Support Senior Specialist

**38908BR**

**Extended Job Title:**

IT Support Senior Specialist

**Org Level 1:**

Texas Tech Unv Hlth Sci Ctr El Paso

**Position Description:**

The Senior IT Support Specialist has an expert level of technical knowledge and experience in one or more IT-related areas for the organization. This positions scope of responsibility includes providing technical support and assistance to departments, faculty, staff, and students with the use of software applications, customized applications, systems support, and websites, etc. The Senior IT Support Specialist will also manage team members and area or unit IT software projects in support of business operations

**Requisition ID:**

38908BR

**Optional Attachments:**

Transcript

**Travel Required:**

Up to 25%

**Major/Essential Functions:**

+ Oversee the daily activities of Service Desk support by participating on the phone support and ticket rotation. Manage service desk activities by assisting with the monitoring and assigning of incoming tickets by assisting over the phone or in person to customers on main campus or satellite buildings.

+ Serves as a liaison between PC support and other IT related areas when solving issues and/or working on new projects, etc.

+ Manage the distribution of eRaider accounts to staff, faculty and students.

+ Manage Enterprise Software Licenses. Ensure software and hardware comply with information security policies and remediate any problem systems identified.

+ Performs other duties and tasks as assigned from time to time, consistent with established verbal and written policies, procedures, and schedules. Manage special projects as assigned to include; transfer of equipment, computer imagining, surplus process, etc.

+ Participate on-call rotation.

+ Adhere to all TTUHSCEP policies , procedures and processes.

+ Personally demonstrate, display, and act in accordance with TTUHSCEP's values (Service, Respect, Accountability, Integrity, Advancement, and Teamwork).

+ Actively promote and encourage staff across the institution.

+ Perform all other duties as assigned.

+ Helpdesk experience managing and servicing tickets through a service desk portal. Knowledge of processes for providing customer services. This includes customer needs assessment, quality standards for services, and customer evaluation.

+ Advanced knowledge of a wide variety of computer software, hardware, and peripherals. Examples are Windows 10, MAC OS X, MS Office products (Excel, Outlook, Word, Powerpoint), Adobe products, anti-virus, remote and VPN software.

+ Train help desk staff on responsibility, new technology, and support procedures.

+ Provide after-hours support for computer security systems, passwords, and file protection protocols.

+ Monitor help desk activities; respond to inquiries; provide technical troubleshooting; determine the type of request; diagnose and provide solutions; escalate complex problems to appropriate personnel as required; and ensure proper problem notification procedures are followed.

+ Provide after-hours support for computer security systems, passwords, and file protection protocols.

+ Monitor help desk activities; respond to inquiries; provide technical troubleshooting; determine the type of request; diagnose and provide solutions; escalate complex problems to appropriate personnel as required; and ensure proper problem notification procedures are followed.

+ Provide management reports and metrics on help desk operations and issues, including recommendations for areas of service or technology improvements.

**Grant Funded?:**

No

**Minimum Hire Rate:**

Compensation is commensurate upon the qualifications

**Pay Basis:**

Monthly

**Work Location:**

El Paso

**Preferred Qualifications:**

+ CompTIA A+ certification

+ Apple certification

+ Dell Certification

+ Preferred-Texas Driver License

**Campus:**

HSC - El Paso

**Department:**

Information Services Elp

**Required Attachments:**

Cover Letter, Resume / CV

**Job Type:**

Full Time

**Pay Statement:**

Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as, the institutional pay plan. For additional information, please reference the institutional pay plan on the Human Resources webpage.

**Job Group:**

Senior Level IT

**Shift:**

Day

**EEO Statement:**

As an EEO/AA employer, the Texas Tech University System and its components will not discriminate in our employment practices based on an applicant's race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information or status as a protected veteran.

**Required Qualifications:**

+ Bachelor's degree with coursework in computer science, MIS, IT, or other related area

+ Plus seven (7) years related full-time paid experience **OR**

+ A combination of related education and/or experience.

**Does this position work in a research laboratory?:**

No

**Navy Enlisted Classification Code:**

CTT, IT

**Army Military Occupational Specialty Code:**

25B, 255A

**Air Force Specialty Code:**

3D1X1, 3D1X2

**Marine Military Occupational Specialty Code:**

0651, 6694

**Jeanne Clery Act:**

The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act is a federal statute requiring colleges and universities participating in federal financial aid programs to maintain and disclose campus crime statistics and security information. By October 1 of each year, institutions must publish and distribute their Annual Campus Security Policy & Crime Statistics Report (ASR) to current and prospective students and employees. You can locate this report through our website at: https://www.ttuhsc.edu/emergency/clery-report.aspx .