End User Support Specialist I

Texas A&M University System • Texarkana, TX

5d • Onsite

About The Position

The End User Support Specialist I, under general supervision, provides Tier 2 end-user technology support to faculty, staff, students, and other campus users to ensure the efficient, reliable, and secure use of university technology resources. This position troubleshoots and resolves routine to moderately complex hardware, software, account access, connectivity, classroom technology, lab technology, printing, and peripheral support issues across supported Windows, Apple, mobile, and other computing environments.
This position is responsible for documenting, prioritizing, updating, resolving, and escalating Service Desk tickets in accordance with departmental procedures and service expectations. The End User Support Specialist I assists with endpoint deployments, software installations, classroom and lab technology support, user training, knowledge base documentation, and technology refresh initiatives. This position also provides professional customer service, follows established technical standards, supports compliance with university policies, and contributes to the continuous improvement of Service Desk operations.

Requirements

• Bachelor’s degree in applicable field or equivalent combination of education and experience.
• Four months of related experience.
• Knowledge of word processing and spreadsheet applications.
• Knowledge of advanced IT, intermediate troubleshooting, client relations, formulating and contributing ideas, and knowledge of the Information Technology Interface Library (ITIL).
• Ability to multitask and work cooperatively with others.
• Excellent written and verbal communication, analytical, interpersonal, organizational, and customer service skills.
• Ability to occasionally work outside normal business hours, including evenings or weekends, to support system maintenance, technology deployments, campus events, semester startup activities, emergency response, or other operational needs.

Nice To Haves

• Two years of related experience providing technical support in an IT Service Desk, help desk, desktop support, classroom technology, or end-user support environment.
• Operational knowledge of Windows, macOS, mobile operating systems, and commonly used desktop computing hardware and software.
• Experience troubleshooting end-user hardware, software, account access, printing, network connectivity, peripheral, classroom technology, or lab technology issues.
• Experience documenting, updating, and resolving support requests in an IT service management or ticketing system.
• Knowledge of desktop computing security procedures, including password security, multi-factor authentication, software compliance, data protection, and safe handling of university-owned technology assets.
• Experience installing, configuring, deploying, or supporting computers, software applications, printers, peripherals, classroom computers, or lab technology.
• Experience creating or maintaining technical documentation, knowledge base articles, frequently asked questions, or internal support procedures.
• Familiarity with higher education technology environments, instructional technology, classroom support, distance learning technology, or academic lab support.
• Relevant technical certification or training, such as CompTIA A+, Network+, ITIL Foundation, Microsoft, Apple, Google, or other related technology support certification.

Responsibilities

• Provides front-line technical support and resolves routine to moderately complex end-user technology issues for end users across Apple, Windows, mobile, classroom, lab, and other supported computing environments. Troubleshoots a variety of hardware, software, account access, printing, network connectivity, classroom technology, and peripheral issues.
• Receives, documents, prioritizes, updates, and resolves Service Desk tickets in the designated IT service management system. Ensures that all Service Desk interactions are accurately logged, categorized, and updated with clear troubleshooting notes, resolution details, and customer communication.
• Evaluates Tier 2 support issues and follows them through to resolution or appropriate escalation. Performs initial diagnosis, researches known issues, applies documented solutions, and escalates tickets when additional technical expertise, system access, or vendor support is required.
• Provides timely, professional, and customer-focused support to faculty, staff, students, and other campus users. Communicates clearly with customers regarding issue status, next steps, expected timelines, and resolution outcomes.
• Installs, configures, deploys, and supports end-user hardware and software, including desktops, laptops, classroom computers, lab computers, printers, peripherals, standard campus applications, and approved specialized software. Assists with new technology deployments, computer replacements, software rollouts, device setup, and post-deployment support.
• Provides guidance and recommendations to end users regarding the appropriate use, selection, and operation of supported hardware, software, and technology resources in accordance with university policies, standards, accessibility requirements, security requirements, and departmental procedures.
• Supports classroom, lab, conference room, and distance learning technology, including equipment setup, routine checks, preventative maintenance, troubleshooting, and coordination with faculty and staff to facilitate instructional use of technology.
• Provides training and assistance to end users on widely used campus applications, specialized software, classroom technology, collaboration tools, and standard IT services.
• Develops, updates, and maintains internal documentation, user-facing knowledge base articles, frequently asked questions, troubleshooting guides, and support procedures related to end-user computing and Service Desk operations.
• Assists in identifying recurring issues, service gaps, documentation needs, and opportunities for process improvement. Provides status updates, resource estimates, and progress reports as requested.
• Provides technical input and recommendations for the planning, acquisition, configuration, and implementation of new computer hardware, software, classroom technology, and end-user technology solutions.
• Participates in departmental projects, technology refreshes, campus initiatives, committees, and working groups as assigned. Provides support for technical standards, service procedures, deployment planning, and operational readiness.
• Ensures assigned work is accurately, professionally, and in compliance with departmental standards, project requirements, university policies, security expectations, and applicable quality standards.

Benefits

• Medical ($0 - $30 per month for Employee Only coverage after university contribution)
• Up to 83% of premium covered by the university for Employee and Spouse, Employee and Children, Employee and Family coverage
• Dental & Vision
• Life Insurance, Accidental D&D, Long Term Disability, 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
• 8+ hours of vacation paid time off every month
• 8 hours of sick leave paid time off every month
• 8 hours of paid time off for birthday leave
• 12-15 paid holidays each year
• Teacher Retirement System of Texas (TRS) or Optional Retirement Plan (ORP)
• Voluntary Tax Deferred Account/Deferred Compensation Plan
• Professional Development via LinkedIn Learning
• Employee Assistance Program
• On Campus Wellness Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level