Technical Support Specialist I

Sul Ross State University • Del Rio, TX

2d • Onsite

About The Position

The Technical Support Specialist I provides first-level technical assistance for end users, resolving common hardware, software, and account-related issues. This role serves as the primary point of contact for OIT support requests and focuses on customer service, accurate documentation, and escalation of more complex issues. The position is ideal for individuals building a career in information technology and customer support. Expectation of Quality: Employee will support the mission of Sul Ross State University by providing high-quality, professional services, timely responses, and solutions to customer requests.

Requirements

• Experience supporting both Windows and macOS environments
• Familiarity with higher education or enterprise IT environments
• Basic understanding of networking concepts, endpoint security practices, and data privacy requirements
• Customer support/call center

Responsibilities

• Manage service requests by responding, documenting, tracking, and resolving tickets in a centralized system while ensuring timely communication and accurate updates.
• Provide Tier 1 technical support for computers, mobile devices, printers, scanners, audiovisual/classroom technology, phones, and peripherals — handling setup, troubleshooting, and user assistance. This includes phone and in-person support.
• Install, configure, maintain, and support operating systems, hardware, and institutionally approved software, including user training and issue resolution — While supporting IT operations and lifecycle management, including equipment deployment.
• Creating or updating documentation for knowledge-base maintenance.
• Collaborate and ensure compliance by working with OIT teams on escalations and initiatives, following IT/security policies, supporting cybersecurity practices, and maintaining professional/technical development.
• Other duties may be assigned to this position on a regular or occasional basis to respond to the needs of the university.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed