Technical Support Specialist

Job Title

Technical Support Specialist I

Alpine

Office of Informational Technology

$45,000

• Manage service requests by responding, documenting, tracking, and resolving tickets in a centralized system while ensuring timely communication and accurate updates. 30%
• Provide Tier 1 technical support for computers, mobile devices, printers, scanners, audiovisual/classroom technology, phones, and peripherals — handling setup, troubleshooting, and user assistance, both by phone and in person. 25%
• Install, configure, maintain, and support operating systems, hardware, and institutionally approved software, including user training and issue resolution; support IT operations and lifecycle management, including equipment deployment. 25%
• Create or update documentation for knowledge‑base maintenance. 10%
• Collaborate with OIT teams on escalations and initiatives, following IT/security policies, supporting cybersecurity practices, and maintaining professional/technical development. 10%

Other duties may be assigned to this position on a regular or occasional basis to respond to the needs of the university.

• Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and relevant experience.
• Working knowledge of computer systems, operating systems, and software applications in a professional support environment.
• Experience providing customer service and technical support to end users.
• Strong written and verbal communication skills.
• Ability to document technical issues clearly and accurately in a ticketing or service management system.

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Relevant IT certifications (e.g., CompTIA A+, ITF+, Microsoft, Apple, or equivalent).

• 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

• Position is designated as security sensitive
• Standard office and classroom environments with frequent computer use
• Lifting of IT equipment (up to 45 lbs)
• Climbing and working on ladders (up to 15 ft)
• Will require occasional work outside of normal business hours, including on‑call or after‑hours support, as operational needs arise
• Standing and/or sitting for extended time periods
• Travel to other campuses may be required

Manager of OIT Client Services

May supervise student employees.

This position is designated as a critical infrastructure role and is subject to Cyber Intelligence Review in accordance with Executive Order GA‑48. Additionally, this position is classified as security‑sensitive and is thereby subject to the provisions of Texas Education Code §51.215, which authorizes the employer to obtain and review criminal history record information.

It is the policy of Sul Ross State University to provide equal employment opportunity for all persons in accordance with their individual, job related qualifications and without consideration of race, creed, color, sex, religion, age, national origin, disability, sexual orientation, gender identity, veteran status and ancestry. Equal employment opportunities shall be afforded in all personnel actions or decisions including, but not necessarily limited to, recruitment, hiring, training, upgrading, promotion, demotion, termination and salary.

Retaliation is prohibited against a person who opposes a discriminatory practice, files a charge, testifies, assists or participates in an investigative proceeding or hearing.