End User Support Specialist I

Job Title End User Support Specialist I Agency Texas A&M University - Corpus Christi Department User Support Services Proposed Minimum Salary Commensurate Job Location Corpus Christi, Texas Job Type Staff Job Description TAMU-CC is a dynamic university designated as both a Hispanic-Serving Institution (HSI) and Minority-Serving Institution (MSI) with approximately 11,000 students from 47 states and 54 foreign nations. We employ over 1,400 full-time and 2,000 part-time Islanders (including students/GAs). The University attracts highly talented faculty and staff and offers an array of undergraduate and graduate degrees, including doctoral programs. As a member of the Texas A&M University System, TAMU-CC benefits from a range of resources, increased visibility and influence, and opportunities to collaborate in mutually beneficial ways with peers across member institutions and associated agencies. TAMU-CC\'s beautiful campus is located on a 240-acre island on Corpus Christi Bay and was ranked #1 College by the Sea by Best College Reviews. Our natural setting is enhanced by its modern, attractive, and state-of-the-art classroom buildings and support facilities. PURPOSE The End User Support Specialist I is responsible for providing IT Service Desk support to the University community including faculty, staff, students, alumni, prospective students and visitors. Additionally, processing requests and issues from the University community within IT using the IT Service Management tool along with effective communications using established processes and procedures. RESPONSIBILITIES OPERATIONS - 75% Provide direct IT (tier1 and 2) phone support to the University community. Use troubleshooting/training skills to resolve computer-related issues by phone, onsite (designated departments), or remote desktop for both Windows and Macintosh platforms. This includes resolving basic to intermediate issues related to software, hardware, networking, printing, account/password issues, installation, and all other computer related issues supported by Information Technology. Escalate issues as appropriate. Utilize customer service skills over the telephone and when visiting departments directly. Monitor the ITSM tool and process requests. Ability to analyze multiple incoming issues for the same thing and coordinate problem management and escalation processes defined. Create or update tickets with meaningful and required information for every call received ensuring completion within the defined SLA. Utilize professionalism and customer service skills over the telephone and when working face-to-face with clients. Ability to learn new software and/or IT services and develop instructions on how to use the software or service following templates provided. Develop/update knowledge base articles (FAQs). Monitor and respond to questions for help from all staff as needed. Recommend process improvements or work efficiencies to Team Lead or IT Service Desk Manager. Assist with answering questions for clients and Service Desk staff on the use of widely used applications and various specialized software applications. Assist with the development of client and Service Desk knowledge base articles. Ensure knowledge articles and training documents are reviewed/updated at least annually. Assist in the evaluation of new technologies including timelines and communication/training plans. Make recommendations based on the evaluation of new technologies for their applicability to the needs of the client. Other duties as assigned. ADMINISTRATIVE - 25% Provide backup support and assistance to other full-time staff and student workers. Monitor the email account and ticketing queues and respond in a timely manner to requests for help. Monitor and report on active problems with IT services. Assist with projects or testing of new applications at the IT Service Desk. Serve as backup to full-time staff as needed. QUALIFICATIONS Bachelor\'s degree in applicable field. Four (4) months of related experience in Customer Service or Information Technology. Intermediate to advanced skills in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook). Knowledge of intermediate to advanced troubleshooting, client relations, formulating and contributing ideas, and knowledge of the Information Technology Interface Library (ITIL). Ability to multitask and work cooperatively with others. Excellent written communication, analytical, interpersonal, customer service and organizational skills. PREFERRED QUALIFICATIONS Course credit or certifications in Information Technology. ITIL, HDI, Microsoft, or other IT industry certificate(s). University or IT experience. NOTE Employment may be impacted by the Presidential proclamation issued on September 19, 2025 and the moratorium issued by Texas Governor Abbott on January 27, 2026. BENEFITS From our generous benefits package and professional development opportunities, to our retirement programs and our commitment to service excellence, the Island University is an engaging and rewarding place to work. Insurance Medical Dental & Vision Life Insurance, Accidental D&D, Long Term Disability, Flexible Spending Account and Day Care Spending Account On-campus wellness opportunities Work Life Solutions: Counseling, Work Life Assistance, Financial Resources, and Legal Resources Tuition Benefits: Public Loan Forgiveness Book scholarships 100% tuition coverage for up to 18 credit hours per fiscal year (other rules may apply). Retirement Teacher Retirement System of Texas (TRS) or Optional Retirement Plan (ORP) Voluntary Tax Deferred Account/Deferred Compensation Plan Time Off: 8+ hours of vacation paid time off every month. 8 hours of sick leave time off every month. 8 hours of paid time off for Birthday leave. 12-15 paid holidays each year. All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution\'s verification of credentials and/or other information required by the institution\'s procedures, including the completion of the criminal history check. Equal Opportunity/Veterans/Disability Employer. jeid-f5a2f28f8dfb9448b036d570d372ddcc #J-18808-Ljbffr