Computer Support Specialist

Computer Support SpecialistThe 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.Essential Duties & ResponsibilitiesAssists 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 TeamDynamix 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 established escalation procedures and service expectations. Provides clear handoff documentation, including the reported issue, affected users or equipment, troubleshooting performed, results, and relevant urgency.Actively reviews assigned tickets and shared intake queues throughout the workday. Maintains current ticket statuses, documents next steps, follows up on outstanding items, and identifies stalled work or barriers requiring assistance.Communicates professionally with users throughout the support process, including acknowledging requests, gathering information, explaining next steps, and providing status updates. Confirms resolution or fulfillment, as appropriate, before closing tickets.Follows established information security, identity verification, access management, and equipment-handling procedures. Recognizes and promptly routes suspected security incidents or requests requiring additional authorization.Knowledge, Skills & AbilitiesMinimum QualificationsHigh School Diploma or GED.Two years of related experience in IT.Knowledge of word processing and spreadsheet applications.Knowledge of advanced IT, intermediate troubleshooting, client relations, formulating and contributing ideas, and knowledge of the Information Technology Interface Library (ITIL).Ability to multitask and work cooperatively with othersPreferred Qualifications2-4 years technical hands-on experience with Windows based environments, Mac OS environments, networking, or audio/visual equipment.Experience with wireless devices such as smartphones, tablets, notebooks, and iPads.Experience with workstations, printers, and peripherals maintenance experience.Other RequirementsStrong communication skills, both verbal and written.Ability to maintain confidentiality.Ability to work beyond normal office hours, including weekends.Physical RequirementsExerting up to 50 pounds of force occasionally, and/or up to 25 pounds of force frequently to lift, carry and transport items.Standing, sitting, walking, bending, kneeling, climbing, stooping, and crouching to install, troubleshoot, or remove equipment.Fine motor skills for assembling, repairing, and manipulating small parts or components.Close vision for reading screens and small print; color vision for identifying cables or components.Ability to work in confined, poorly lit spaces (under desks) or noisy environments.Extensive use of keyboard and mouse, requiring repetitive hand/wrist movement.Ability to sit, stand or walk for extended periods of time while performing computer-based work or on-site support activities.OPEN UNTIL FILLED. To ensure full consideration, applications must be submitted by 10/24/2026To apply: Upload your cover letter, CV/resume, and 3 professional reference's contact information with one reference being a supervisor/manager in the questionnaire section of your application.Please remember once you submit your application you will not be able to "revise" or upload any documents. If you have any questions about uploading or a revision to your application, you may contact View email address on click.appcast.io (rules, policies, eligibility apply ):From our generous benefits package and professional development opportunities to our retirement programs and our commitment to service excellence, A&M-Texarkana is an engaging and rewarding place to work.Insurance:Medical$0 - $30 per month for Employee Only coverage after university contribution ($920 value)Up to 83% of premium covered by the university: Employee and Spouse Employee and Children Employee and Family coverageDental & VisionLife Insurance, Accidental D&D, Long Term Disability, Flexible Spending Account and Day Care Spending AccountTuition Benefits:• Public Service Loan Forgiveness Program• 75% waiver of tuition and fees for full-time employees, their spouses and childrenTime 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 yearRetirement:• Teacher Retirement System of Texas (TRS) or Optional Retirement Plan (ORP)• Voluntary Tax Deferred Account/Deferred Compensation PlanProfessional Development via LinkedIn LearningEmployee Assistance ProgramOn Campus Wellness OpportunitiesAll 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.