IT Support Specialist II

Position Description

The IT Support Specialist II's scope includes providing technical support and assistance to departments, faculty, staff, and students with the use of software applications, customized applications, and websites, etc.

Major/Essential Functions

• With some supervision by management and/or project leads: Oversee the development, review, maintenance, and governance of organizational knowledge repositories, including the publication of technical documentation, knowledge articles, standard operating procedures, and user-facing content to ensure accuracy, clarity, accessibility, and usability.
• Work with the knowledge management team, ensuring the timely delivery of high-quality content, services, and support.
• Performs technical duties associated with specific specialty software and technical support or area or unit business operations.
• Contributes technical skills and support to customers for software applications, customized applications, websites, etc.
• Technical skillset kept current by reviewing market trends and product development.

Preferred Qualifications

Knowledge Management best practices certifications such as KCS and ITIL.
Outstanding written and oral communications.
Desktop Support certifications
Support Center Certifications

Required Qualifications

Bachelor's degree with coursework in computer science, MIS, IT, or other related area plus one (1) year related full-time paid experience OR a combination of related education and/or experience. Applicants for this Security Sensitive Level II position will be subject to a criminal background check and must pass a drug and alcohol test after a conditional offer of employment has been extended, but before employment can be confirmed.

Safety Information

Adherence to robust safety practices and compliance with all applicable health and safety regulations are responsibilities of all TTU employees.

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.

EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information or status as a protected veteran.

About the University

Founded in 1923, Texas Tech University began with a mission to serve the needs of West Texas, but its impact has always reached far beyond. Today, Texas Tech, located in Lubbock (pop. 300,000+), is home to a vibrant community of more than 42,000 students.Texas Tech's 1,800-acre campus showcases Spanish Renaissance architecture and is home to one of the country's largest public art collections. Its 13 colleges include a prestigious School of Law and a distinguished School of Veterinary Medicine. These programs equip students with the skills and knowledge needed to excel in their respective fields. Built on the values of West Texas - hard work, grit and authenticity - the university graduates students who are deeply engaged in service to their communities and well-positioned to succeed in the world. Texas Tech is committed to achieving research and scholarly accomplishments that compare favorably to the member institutions of the Association of American Universities (AAU). For more than 100 years, Texas Tech has been a premier destination for those seeking a world-class education and a unique, personalized experience as a member of the Red Raider family.

Knowledge, Skills, and Abilities

• Ability to exercise judgment based on an understanding of organizational policies and activities
• Ability to plan and organize effectively, prioritize goals, use time efficiently, and stay on task
• Ability to communicate effectively, both orally and in writing; establish and maintain effective work relationships Intermediate level analytical skills, including process description, logic, problem diagnostics, and problem solving Specific or specialized technical skills, as appropriate to the area and/or team
• Training in software use and support through education or experience

In addition to knowledge, skills and abilities:

• Knowledge of knowledge management principles, methodologies, and best practices
• Content lifecycle management, information architecture, and document governance
• Technical writing standards and documentation development practices
• IT service management frameworks such as ITIL and Knowledge-Centered Service (KCS) methodologies
• Service Desk support methodologies and standards
• Strong technical writing, editing, and proofreading
• Excellent verbal and written communications
• Ability to organize, classify, and structure information for various audiences
• Strong analytical and problem solving skills with the ability to identify knowledge gaps and improvement opportunities
• Work within a team while fostering a culture of knowledge sharing and continuous improvement
• Translate complex technical concepts into clear, concise, user-friendly documentation