Technical Support Specialist I

Job SummaryThe Technical Support Specialist I provides first‑level technical assistance for end users, resolving common hardware, software, and account‑related issues. This role serves as the primary point of contact for OIT support requests and focuses on customer service, accurate documentation, and escalation of more complex issues. The position is ideal for individuals building a career in information technology and customer support. Expectation of Quality: Employee will support the mission of Sul Ross State University by providing high-quality, professional services, timely responses, and solutions to customer requests. Essential Job Functions (Order from most to least performed duties. Percentage of time allocation should equal 100%)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. This includes phone and in-person support. 25%Install, configure, maintain, and support operating systems, hardware, and institutionally approved software, including user training and issue resolution — While supporting IT operations and lifecycle management, including equipment deployment. 25%Creating or updating documentation for knowledge-base maintenance. 10%Collaborate and ensure compliance by working 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.Security Sensitive: 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. Key Competencies: (Knowledge Skills and Abilities)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.Customer support/call center.Working Conditions:Position is designated as security sensitive.Standard office and classroom environments with frequent computer use.Lifting of IT equipment (up to 45lbs).Climbing and working on ladders (up to 15ft).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.Reports to: Manager of OIT Client Services. Supervises: May supervise student employees.Any qualifications to be considered as equivalents, in lieu of stated minimums, require the prior approval of the Human Resources Director.