Computer Support Specialist

The Computer Support Specialist provides Tier 1 technical support within the Office of Information Technology Service Desk at Texas A&M University–Texarkana. This position assists faculty, staff, and students with the effective use of technology supporting classroom instruction, office operations, distance education, and research.

Working alongside other Service Desk staff, the specialist serves as an initial point of contact for support and shares responsibility for triaging a high volume of incoming incidents and service requests. The position gathers information, assesses impact and urgency, resolves issues within established procedures and access permissions, and escalates or routes requests to the appropriate support team when needed.

The specialist supports and troubleshoots computers, software, network connectivity, multimedia technology, and peripherals; maintains accurate support records; and communicates clearly with users to support timely resolution and reliable use of university technology.

Salary information: The expected salary for this position is $15.00 an hour.

• Assists technical staff with consultative services and support using desktop software applications. Provides Tier 1 assistance to faculty, staff, and students using university-supported applications, productivity tools, and technology services.
• Assists technical staff in researching problems. Troubleshoots a variety of computing and connectivity issues. Provides support. Assist staff in evaluating issues and problems. Performs initial troubleshooting, gathers relevant information, documents findings, and resolves issues within the scope of Tier 1 support. Escalates issues requiring additional expertise, access, or investigation to the appropriate support team.
• Provides established guidance, recommendations, and solutions in the use or selection of a variety of hardware and software products. Applies university technology standards, documented procedures, and approved support resources when assisting users.
• Assist staff with demonstrations of software applications. May provide training on the use of widely used applications and various specialized software applications. Provides clear, accessible instruction to help users complete common tasks and use university technology effectively.
• Assists in developing documentation for internal use. Creates and maintains troubleshooting instructions, support procedures, and knowledge articles to promote consistent service and effective knowledge sharing among Service Desk staff.
• Assists users with new technology deployments. Supports equipment setup, installation of approved software, device replacements, office moves, and user orientation as assigned. Verifies functionality and records relevant deployment and equipment information.
• Shares responsibility for monitoring and triaging incoming Service Desk incidents and service requests received through the service portal, telephone, email, and in-person interactions. Creates or updates records in Team Dynamix to ensure support activity is accurately documented.
• Reviews incoming tickets for completeness, clarifies user needs, identifies affected services, and assesses impact and urgency. Categorizes, prioritizes, and assigns tickets according to established procedures, giving appropriate attention to service disruptions and time-sensitive instructional or operational needs.
• Resolves common incidents and fulfills standard service requests using approved procedures and available knowledge resources. Support areas may include account access, computers, peripherals, printing, software, network connectivity, and classroom or meeting-space technology.
• Routes requests to the appropriate team and escalates unresolved issues according to…