IT Operations Support I

A Glimpse of the job: 

The IT Professional I provides first‑level monitoring, alert triage, incident documentation, and service‑health support in a 24/7 IT Operations Center. The role monitors enterprise systems, responds to customer and stakeholder communications, maintains accurate tickets, follows ITSM procedures, and escalates issues to technical teams. It supports enterprise operations, networks, IT support services, facilities, and data center activities through clear communication, situational awareness, and precise documentation. This entry‑level role focuses on learning operational workflows, building institutional knowledge, and delivering customer‑focused technical support across multiple technical areas.

• Assists with monitoring enterprise systems and platforms for service health.
• Identify, document, and escalate alerts and incidents per ITSM procedures.
• Assists with maintaining accurate incident records and escalate to Tier 2/3 as needed.
• Assists with monitoring and maintain system security.
• Provide observations supporting root‑cause analysis and problem management.
• Train and supervise departmental student workers.
• Investigates, troubleshoots, and resolves IT issues.

• Provide centralized technical support for campus and regional locations.
• Research, recommend, and resolve technical and procedural issues.
• Respond to customer and stakeholder communications through approved channels.
• Provide estimates, progress updates, and operational context.
• Work with staff to define departmental technology needs.
• Recommend improvements to enhance efficiency and service reliability.
• Ensure work accuracy and compliance with departmental standards.
• Serve as liaison between technical teams, management, and end users.
• Participate in shift handoffs to ensure continuity.

• Assists management with operational and procedural planning.
• Maintain documentation, troubleshooting guides, and knowledge‑base content.
• Provide feedback on process gaps and documentation needs.
• Promote user and staff independence through clear documentation.

• Conduct operational walkthroughs and support IT and facilities activities.
• Support data center operations including security, access, and infrastructure monitoring.
• Monitor facility indicators and escalate concerns.
• Assist with contractor oversight in secure areas.
• Contribute to technical standards and process improvements.

• Assist with deployment and adoption of new technologies and monitoring tools.
• Provide feedback on usability, workflow integration, and operational impact.
• Participate in required training and professional development.
• Demonstrate stewardship, and positive team orientation.
• Participate in training, debriefs, and knowledge‑transfer activities.

What you need to know

• Bachelor's degree or equivalent combination of education and experience.
• Four months (one semester) of student worker and/or customer service experience.

• Degree in Information Technology related field.
• One or more years of Network Operations Center (NOC), Help Desk, IT Call Center, IT Service Support Center, technical support, or equivalent experience.
• CompTIA A+, Network+, Security+, ITIL Foundation or higher, or training in operational communication or process improvement.
• Basic networking, monitoring, incident coordination, customer service, report writing, collaborative communication, and troubleshooting experience.

• Ability to lift and/or move up to 50 lb objects.
• Must be able to walk and stand for extended periods of time.

• Ability to maintain the security and integrity of critical infrastructure, which may include communications systems, computer networks and systems, cybersecurity systems, electrical grid, hazardous waste treatment system, or water treatment system.
• This position is security sensitive.
• Hiring restrictions in compliance with System Policy 15.02 Export Controls: must be a United States citizen, permanent resident, or a person granted asylum or refugee status in accordance with applicable federal regulations.
• This position requires compliance with state and federal laws/codes and Texas A&M University System/TAMU policies, regulations, rules, and procedures.
• All tasks and job responsibilities must be performed safely without injury to self or others in compliance with System and University safety requirements.

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/Veterans/Disability Employer.

• Ability to multitask and work cooperatively with others in a collaborative team environment.
• Customer service orientation and ability to communicate clearly, calmly, and professionally with colleagues, stakeholders, and end users.
• Foundational knowledge of monitoring tools, ITSM/ticketing systems, basic system and network concepts, and routine troubleshooting practices.
• Ability to follow standard triage procedures, escalate uncertainty, and document incidents accurately.
• Knowledge of word processing and spreadsheet applications.
• Excellent written communication, analytical, interpersonal, and organizational skills.
• Ability to identify simple problems, ask effective questions, contribute observations, and provide feedback for continual improvement.
• Ability to maintain disciplined shift handoffs, support operational knowledge transfer, and contribute to shared understanding across a 24/7 environment.

• 24/7 shift-based, multi-monitor, fast-paced operations center environment with high coordination expectations.
• Must be able to work a non-standard shift schedule, including swing shift, night shift, evenings, weekends, holidays, and outside normal shift hours as needed to complete tasks, projects, or job duties.
• May be required to provide on-call support on nights and weekends as needed.