End User Support Specialist I

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…