Technical Support Specialist

Job Description

Purpose :

This position will provide technical assistance in support of a telehealth platform deployed across the State of Texas (with future plans to deploy nationally).

This individual is expected to combine technical expertise with customer service to advise and troubleshoot technology-related issues.

This will include providing technical assistance, solving customer service queries, and troubleshooting hardware and software issues.

This individual will also assist with conducting regular maintenance and testing of deployed systems, helping with planning, preparation and fielding of new systems, and updating technical documentation and reference materials.

Some travel will be required for on-site fielding of new systems.

Candidates must be able to work independently as well as part of a team, assemble hardware, install and setup technology devices, and effectively communicate and coordinate with outside entities.

Those who are self-motivated, curious, adaptive, and exercise independent thought and judgment are the primary candidates for this opportunity.

Candidates should have a desire to stay abreast of changes in technology as it relates to their work, and must be able to identify and evaluate new technologies to support job related activities.

Responsibilities :

• Providing on-call technical assistance, solving customer service queries, and troubleshooting hardware and software issues (through phone and email submission). (25%)
• Due to the nature of the systems support, some instances of on-call support may require emergency technical assistance outside of traditional work hours.
• Conducting regular maintenance and testing of deployed systems. (25%)
• Helping with planning, preparation, and fielding of new systems. (25%)
• Updating technical documentation and reference materials. (15%)
• Other duties as assigned. (10%)

What we need :

• Bachelor’s degree in Engineering, Business, or applicable field or equivalent combination of education and experience.
• Two years of related experience.

What is helpful :

• Bachelor of Science degree in Computer Science or Management Information Systems (or equivalent experience).
• Proven background in providing IT-related customer support.
• Strong problem-solving skills.
• Hardware and network troubleshooting.
• Strong communication and coordination skills.
• Ability to learn and understand new concepts quickly.
• Familiarity with the following technologies : Ubuntu Linux, Secure Shell (SSH), Microsoft Windows Server IIS, Microsoft SQL Server.
• Administration and support of Linux systems, especially from the command-line.
• Software troubleshooting and debugging, and coordination with software developers to identify and resolve problems.

Work Location :

RELLIS Campus Bryan, TX.

About the Texas Center for Applied Technology

The Texas A&M Center for Applied Technology (TCAT) provides high quality, applied research and development of pragmatic solutions to address the unique and critical needs of its customers.

TCAT’s primary mission is the development, delivery, and insertion of technology to solve targeted problems, engaging the entire continuum of research from basic to applied.

The TCAT team encompasses a wide array of expertise ranging from software and systems engineering, to user experience and visual / graphical design.

Through utilization of a unique mix of knowledge and skills, TCAT can span interdisciplinary boundaries and couple its research strengths with proven capabilities and capacity to accomplish targeted challenges.

Texas A&M Engineering provides an outstanding benefits package including but not limited to :

• Competitive health benefits.
• Generous paid vacation, sick time, and holidays.
• Vision, Dental, Life, and Long-Term Disability insurance options.
• Teachers Retirement System of Texas (TRS), a defined benefit retirement plan with 8% employer contribution.
• Additional Voluntary Retirement Programs : Tax Deferred Account (b) and a Deferred Compensation Program (b).
• Flexible spending account options for medical and childcare expenses
• Robust free training access through LinkedIn Learning plus professional development opportunities.
• Tuition assistance program release time offered to employees to promote work / life balance.

Helpful Applicant Information

Required Materials for Application :

• Resume / CV
• Three work references with their contact information; at least one reference should be from a supervisor / former supervisor.
• Letter of interest

Compensation Philosophy :

• Recruit and retain high-performing workforce through competitive compensation and career development including career pathing, coaching and skills development.
• Offer total rewards, flexible benefits, professional development, performance recognition and work-life balance.
• Ensure resources are readily available and utilized to attract and retain the highest quality researchers, faculty, and staff.

Employment Eligibility Verification

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States.

Documents need to be presented no later than the third day of employment. Failure to do so will result in delay of start date.