End User Support Specialist I

Proposed minimum salary: $3,333.33 monthly. Location: Texarkana, Texas. This is a full-time staff position.

About the Role

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. The role involves documenting, prioritizing, updating, resolving, and escalating Service Desk tickets in accordance with departmental procedures and service expectations. The Specialist assists with endpoint deployments, software installations, classroom and lab technology support, user training, knowledge base documentation, and technology refresh initiatives.

Responsibilities

• Provides front-line technical support and resolves routine to moderately complex end-user technology issues for Apple, Windows, mobile, classroom, lab, and other supported computing environments.
• Troubleshoots 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, ensuring accurate logging, categorization, and clear troubleshooting notes.
• Evaluates Tier 2 support issues and follows them through to resolution or appropriate escalation, performing initial diagnosis and researching known issues.
• Provides timely, professional, and customer-focused support to faculty, staff, students, and other campus users, communicating issue status, next steps, and resolution outcomes.
• Installs, configures, deploys, and supports end-user hardware and software, including desktops, laptops, classroom computers, lab computers, printers, peripherals, and standard or specialized software.
• Assists with new technology deployments, computer replacements, software rollouts, device setup, and post-deployment support.
• Provides guidance on the appropriate use, selection, and operation of supported hardware, software, and technology resources in compliance with university policies, standards, and security requirements.
• Supports classroom, lab, conference room, and distance learning technology, including equipment setup, routine checks, preventative maintenance, and troubleshooting.
• Provides training and assistance 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, FAQs, troubleshooting guides, and support procedures.
• Assists in identifying recurring issues, service gaps, documentation needs, and opportunities for process improvement, providing status updates and progress reports as requested.
• Provides technical input and recommendations for planning, acquisition, configuration, and implementation of new hardware, software, and technology solutions.
• Participates in departmental projects, technology refreshes, campus initiatives, committees, and working groups.
• Ensures assigned work is completed accurately, professionally, and in compliance with departmental standards, university policies, and security expectations.

Requirements

• Bachelor’s degree in an 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, and ITIL (Information Technology Interface Library).
• 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 support requests in an IT service management or ticketing system.
• Knowledge of desktop computing security procedures, including password security, multi-factor authentication, software compliance, data protection, and safe handling of university-owned technology assets.
• Experience installing, configuring, deploying, or supporting computers, software applications, printers, peripherals, classroom computers, or lab technology.
• Experience creating or maintaining technical documentation, knowledge base articles, FAQs, or internal support procedures.
• Familiarity with higher education technology environments, instructional technology, classroom support, distance learning technology, or academic lab support.
• Relevant technical certification or training, such as CompTIA A+, Network+, ITIL Foundation, Microsoft, Apple, Google, or other related technology support certification.

Other Requirements

• Excellent written and verbal communication, analytical, interpersonal, organizational, and customer service skills.
• Ability to occasionally work outside normal business hours, including evenings or weekends, to support system maintenance, technology deployments, campus events, semester startup activities, emergency response, or other operational needs.

Physical Requirements:

• Exerting up to 30 pounds of force occasionally, and/or up to 15 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
• Ability to frequently move about campus facilities, including traversing stairs, navigating multiple floors, and traveling between buildings to provide on-site technical support.
• Bending and crouching around and under objects to check, adjust, maintain, install, or repair equipment.

Pay

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

Benefits

• Insurance:
  • Medical: $0 - $30 per month for Employee Only coverage after university contribution ($920 value). Up to 83% of premium covered by the university for Employee and Spouse, Employee and Children, or Employee and Family coverage.
  • Dental & Vision.
  • Life Insurance, Accidental Death & Dismemberment (D&D), Long Term Disability, Flexible Spending Account, and Day Care Spending Account.
• Tuition Benefits: 75% waiver of tuition and fees for full-time employees, their spouses, and children.
• Public Service Loan Forgiveness Program.
• Time Off:
  • 8+ hours of vacation paid time off every month.
  • 8 hours of sick leave paid time off every month.
  • 8 hours of paid time off for birthday leave.
  • 12-15 paid holidays each year.
• Retirement:
  • Teacher Retirement System of Texas (TRS) or Optional Retirement Plan (ORP).
  • Voluntary Tax Deferred Account/Deferred Compensation Plan.
• Professional Development: Access to LinkedIn Learning.
• Employee Assistance Program.
• On-Campus Wellness Opportunities.