IT Support Tech, Automation

Job Details

Commitment to Mission
This job carries with it the obligation to uphold the Mission of Lone Star College (LSC) in carrying out the duties of the position. A commitment to positive interpersonal behaviors, professional communication, integrity, leadership, stewardship, respect and accountability to LSC students and employees is essential.

Cultural Beliefs

• One LSC
• Student Focused
• Own It
• Foster Belonging
• Cultivate Community
• Choose Learning

Campus Marketing Statement
Lone Star College-System Office, University Park
Lone Star College offers high-quality, low-cost academic transfer and career training education to 80,000+ students each semester. LSC has been named a 2023 Great Colleges to Work For® institution by the Chronicle of Higher Education.
LSC consists of eight colleges, seven centers, eight Workforce Centers of Excellence and Lone Star Corporate College.
Lone Star College-System Office employees are based at one of two System Office locations; The Woodlands and University Park. Both are the site for multiple administrative departments and system-wide training programs.
Location address is 20515 SH 249 (SH 249 and Louetta Road) Houston, Texas 77070-2607.

Job Description

PURPOSE AND SCOPE:

The IT Support Technician, Automation assists in maintaining and improving automation and knowledge management systems used by the Service Desk. This role focuses on updating knowledge base content, monitoring automation tools, and supporting self-service systems to improve user experience and reduce manual workload. The analyst works closely with senior staff to implement and document automation improvements under guidance.

ESSENTIAL JOB FUNCTIONS:

1. Maintains and updates knowledge base articles using Knowledge-Centered Service (KCS) methodology
2. Supports and monitors automation tools (e.g., ServiceNow Virtual Agent, Power Automate)
3. Documents automation workflows and assists with basic configuration changes
4. Tracks and reports key Service Desk metrics such as ticket trends, automation performance, and knowledge base usage
5. Provides first-level technical support for end users, including troubleshooting hardware, software, and enterprise applications
6. Collaborates with senior analysts to identify process improvement opportunities within Service Desk operations
7. Participates in testing and validation of new automations before deployment
8. Assists in developing user guides, training materials, and support documentation related to automation processes
9. Responsible for other reasonable, related duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES:

• Basic understanding of automation or workflow tools
• Familiarity with ServiceNow or similar ITSM platforms
• Strong documentation, communication, and customer service skills
• Basic data reporting using Excel or other reporting tools
• Actively seeks help in gathering resources, soliciting input, and using a variety of techniques to reach a solution
• Ability to participate in the development of improvements and help implement change
• Ability to work collaboratively in a team environment
• Ability to establish and lead project timelines or short-term goals
• Interest in developing automation and analytics skills
• Understands and follows standard operating procedures
• Familiarity with knowledge base management and workflow tools
• Strong written and verbal communication skills
• Knowledge of ITIL best practices for incident, problem, and change management

PHYSICAL ABILITIES:
The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items, such as papers, books, or small parts; or driving an automobile. No special physical demands are required to perform the work.

WORK SCHEDULE AND CONDITIONS:

• Equipment used includes, PC workstation running on a LAN in a Microsoft Windows environment, calculator, phone, and other general office equipment
• Interface with internal and external contacts as needed to carry out the functions of the position
• Work is performed in a climate-controlled office with minimal exposure to safety hazards
• May regularly travel to different LSC locations
• May be fully reassigned to other LSC locations if necessary
• May need to work weekends and outside of core business hours if necessary

REQUIRED QUALIFICATIONS:

• Associate Degree or higher and at least 3 years of related work experience, or equivalent combination of education and experience
• Experience should include at least 1 year in IT or application support
• Experience in technical support or IT Service Desk

PREFERRED QUALIFICATIONS:

• Bachelor's degree in Information Technology, Computer Science, or a related field
• Experience within automation tools such as Power Automate or ServiceNow Flow Designer
• Experience working in higher education
• CompTIA A+ or ITIL Foundation certification

Salary
Hiring salary range is $42,861 to $49,290
Lone Star College provides a hiring salary range for all posted full-time non-faculty positions. Where your salary offer would fall in that range is determined by your related experience and education. Should you receive an offer of employment from Lone Star College, the resume submitted in the application process will be utilized to calculate your salary offer. The information outlined below will provide the Office of Human Resources everything needed to determine an accurate starting salary.
Your resume should provide a complete picture of your work experience. The resume should include the following information for each position listed:
1. Length of time (specific months and years) of employment
2. If the position was full time or part time
3. If the position was paid or unpaid
4. Level of degree completed including date earned.
5. Unofficial transcript for highest earned degree
Additionally, any certifications listed as required or preferred in the Lone Star College job description should be included in the resume submitted.

Benefits Marketing Statement
By joining our top-notch institution, you will enjoy being a part of an organization that offers a supportive, collegial work environment and excellent work/life balance. This includes a full comprehensive and competitive benefits package, a generous number of paid holidays and vacation days, wellness programs, tuition waiver, professional development opportunities and more.

Special Instructions
Go to the Job Search page, click on ‘My Activities’ at the top of the page. Under My Cover Letters and Attachments you will click on ‘Add Attachment.’ Please be sure to put the Job ID# in the title once you name your file for cover letters only, unless you attached your cover letter with your resume.
If you are applying for an Instructional position (i.e. Faculty, Adjunct Faculty, Instructor), please ensure you include the following to be considered: Resume/CV, Cover Letter, Teaching Philosophy, and unofficial transcripts.
You must limit your file name for any attachment to 40 characters or less.

How to Apply
ALL APPLICANTS MUST APPLY ONLINE ONLY
We will not accept application material received via fax, email, mail, or hand delivered.
Postings for part-time and adjunct positions are active for the academic year. By selecting the option to receive notifications on your profile, you will begin receiving electronic communication regarding new opportunities with Lone Star College (LSC).
If selected for an interview, a recruiter will contact you by phone, or email to schedule an interview.
Lone Star College participates in the E-Verify program, under which Lone Star College provides the federal government with information from each new employee's Form I-9 to confirm that the employee is authorized to work in the United States.
More information on the E-Verify program is available at www.dhs.gov/E-Verify.
Lone Star College is an EEO Employer. All positions are subject to a criminal background check.