Computer Support Specialist

Texas A&M University System•Texarkana, TX

2d•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 specialist assists faculty, staff, and students in using technology for classroom instruction, office operations, distance education, and research. Working with other Service Desk staff, this role serves as an initial point of contact and helps triage 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 requests when needed. The position supports and troubleshoots computers, software, network connectivity, multimedia technology, and peripherals; maintains accurate support records; and communicates with users to help achieve timely resolution and reliable use of university technology. Support is delivered through the service portal, telephone, email, and in-person interactions. The specialist documents work in TeamDynamix, manages ticket status and follow-up, and follows information security, identity verification, access management, and equipment-handling procedures. The role also assists with user instruction, internal support documentation, and technology deployments, including equipment setup, approved software installation, device replacements, office moves, and user orientation. The expected salary is $15.00 per hour. The position is open until filled; applications submitted by 10/24/2026 receive full consideration.

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 exert up to 50 pounds of force occasionally and/or up to 25 pounds frequently to lift, carry, and transport items.
Ability to stand, sit, walk, bend, kneel, climb, stoop, and crouch to install, troubleshoot, or remove equipment.
Fine motor skills for assembling, repairing, and manipulating small parts or components.
Close vision for reading screens and small print, and color vision for identifying cables or components.
Ability to work in confined, poorly lit spaces or noisy environments.
Ability to use a keyboard and mouse extensively, involving repetitive hand and wrist movement.
Ability to sit, stand, or walk for extended periods while performing computer-based work or on-site support 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 with university-supported applications, productivity tools, and technology services.
Research and troubleshoot computing and connectivity issues; gather relevant information, document findings, and resolve issues within the scope of Tier 1 support.
Escalate issues requiring additional expertise, access, or investigation to the appropriate support team.
Apply university technology standards, documented procedures, and approved support resources when advising users about hardware and software.
Demonstrate software applications and provide training on commonly used and specialized applications.
Create and maintain troubleshooting instructions, support procedures, and knowledge articles for Service Desk staff.
Assist with technology deployments, including equipment setup, approved software installation, device replacements, office moves, and user orientation; verify functionality and record deployment information.
Monitor and triage incoming 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, assess impact and urgency, and categorize, prioritize, and assign tickets according to procedures.
Resolve common incidents and fulfill standard service requests involving account access, computers, peripherals, printing, software, network connectivity, and classroom or meeting-space technology.
Route requests and escalate unresolved issues according to established procedures, providing clear handoff documentation.
Review assigned tickets and shared intake queues throughout the workday; maintain current 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 updates, and confirm resolution or fulfillment as appropriate.
Follow information security, identity verification, access management, and equipment-handling procedures; promptly route suspected security incidents and requests requiring additional authorization.

Benefits

Medical insurance, with employee-only coverage costing $0–$30 per month after the university contribution; the university covers up to 83% of premiums for employee-and-spouse, employee-and-children, and employee-and-family coverage.
Dental and vision coverage.
Life insurance, accidental death and dismemberment insurance, 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.
More than eight hours of paid vacation time off each month.
Eight hours of paid sick leave each month.
Eight hours of paid birthday leave.
12–15 paid holidays each year.
Teacher Retirement System of Texas or Optional Retirement Plan.
Voluntary tax-deferred account/deferred compensation plan.
Professional development via LinkedIn Learning.
Employee Assistance Program.
On-campus wellness opportunities.