End User Support Specialist I

About this role

Job Title End User Support Specialist I

Agency Texas A&M University - Texarkana

Department Division Of Technology And Distance Education

Proposed Minimum Salary $3,333.33 monthly

Job Location Texarkana, Texas

Job Type Staff

Job Description 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.

Salary information: The expected salary for this position is $40,000.00 annually.

Eligibility to work in the U.S. is required at the time of hire. No pre-employment sponsorship is authorized for this position.

ESSENTIAL DUTIES & 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 completed accurately, professionally, and in compliance with departmental standards, project requirements, university policies, security expectations, and applicable quality standards.

KNOWLEDGE, SKILLS & ABILITIES: Minimum Qualifications • 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.

Preferred Qualifications • 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

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