Computer Support Specialist

Texas A&M - Texarkana•Texarkana, TX

1d•Onsite

About The Position

The Computer Support Specialist provides Tier 1 technical support through the Office of Information Technology Service Desk at Texas A&M University–Texarkana. The role assists faculty, staff, and students with technology used for classroom instruction, office operations, distance education, and research. Working with other Service Desk staff, the specialist is an initial point of contact and shares responsibility for triaging a high volume of incidents and service requests. The specialist gathers information, assesses impact and urgency, resolves issues within established procedures and access permissions, and routes or escalates matters when needed. The position supports and troubleshoots computers, software, network connectivity, multimedia technology, and peripherals. It also maintains accurate support records and communicates with users to help ensure timely resolution and reliable use of university technology. The expected salary is $15.00 per hour. The specialist provides support for university applications and services, researches and evaluates problems, and gives users clear instruction and established guidance. The role also assists with technology deployments, including equipment setup, approved software installation, device replacements, office moves, and user orientation. It maintains troubleshooting instructions and knowledge articles, works with tickets in TeamDynamix, follows established security and equipment-handling procedures, and promptly routes suspected security incidents or requests requiring additional authorization.

Requirements

High school diploma or GED.
Two years of related IT experience.
Knowledge of word processing and spreadsheet applications.
Knowledge of advanced IT, intermediate troubleshooting, client relations, formulating and contributing ideas, and the Information Technology Infrastructure Library (ITIL).
Ability to multitask and work cooperatively with others.
Strong verbal and written communication skills.
Ability to maintain confidentiality.
Ability to work beyond normal office hours, including weekends.
Ability to meet the stated physical demands, including lifting and transporting equipment and performing installation and troubleshooting activities.

Nice To Haves

Two to four years of hands-on technical experience with Windows-based environments, Mac OS environments, networking, or audio/visual equipment.
Experience with wireless devices such as smartphones, tablets, notebooks, and iPads.
Experience maintaining workstations, printers, and peripherals.

Responsibilities

Provide Tier 1 assistance to faculty, staff, and students using university-supported applications, productivity tools, and technology services.
Research, evaluate, and troubleshoot computing and connectivity issues, performing initial troubleshooting and resolving issues within the scope of Tier 1 support.
Gather relevant information, document findings, and escalate issues requiring additional expertise, access, or investigation to the appropriate support team.
Provide established guidance, recommendations, and solutions for the use or selection of hardware and software products, following university standards and documented procedures.
Assist with demonstrations and provide training or clear instruction on commonly used and specialized software applications.
Develop and maintain internal troubleshooting instructions, support procedures, and knowledge articles.
Assist with technology deployments, including equipment setup, approved software installation, device replacements, office moves, and user orientation; verify functionality and record relevant information.
Monitor and triage incidents and service requests received through the service portal, telephone, email, and in-person interactions.
Create or update TeamDynamix records, review tickets for completeness, clarify user needs, identify affected services, and assess impact and urgency.
Categorize, prioritize, and assign tickets according to established procedures, with appropriate attention to service disruptions and time-sensitive instructional or operational needs.
Resolve common incidents and fulfill standard requests involving account access, computers, peripherals, printing, software, network connectivity, and classroom or meeting-space technology.
Route requests to appropriate teams and escalate unresolved issues using established procedures and service expectations; provide clear handoff documentation.
Review assigned tickets and shared intake queues throughout the workday, maintain current ticket statuses, document next steps, follow up on outstanding items, and identify stalled work or barriers.
Communicate professionally with users, acknowledge requests, gather information, explain next steps, provide status updates, and confirm resolution or fulfillment as appropriate before closing tickets.
Follow information security, identity verification, access management, and equipment-handling procedures; promptly route suspected security incidents or requests requiring additional authorization.

Benefits

Medical insurance, with employee-only coverage costing $0–$30 per month after the university contribution and up to 83% of premiums covered for other listed coverage tiers.
Dental and vision insurance.
Life insurance, accidental death and dismemberment coverage, and long-term disability coverage.
Flexible Spending Account and Day Care Spending Account.
Public Service Loan Forgiveness Program.
75% waiver of tuition and fees for full-time employees, their spouses, and children.
At least 8 hours of paid vacation time off each month.
8 hours of paid sick leave each month.
8 hours of paid birthday leave.
12–15 paid holidays each year.
Teacher Retirement System of Texas or Optional Retirement Plan.
Voluntary tax-deferred account or deferred compensation plan.
Professional development via LinkedIn Learning.
Employee Assistance Program.
On-campus wellness opportunities.