Technical Support Specialist I

Job Summary The 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%)

1. Manage service requests by responding, documenting, tracking, and resolving tickets in a centralized system while ensuring timely communication and accurate updates. 30%
2. 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%
3. 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%
4. Creating or updating documentation for knowledge-base maintenance. 10%
5. 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. Other Information An Equal Opportunity/Affirmative Action Employer It is the policy of Sul Ross State University to provide equal employment opportunity for all persons in accordance with their individual, job related qualifications and without consideration of race, creed, color, sex, religion, age, national origin, disability, sexual orientation, gender identity, veteran status and ancestry. Equal employment opportunities shall be afforded in all personnel actions or decisions including, but not necessarily limited to, recruitment, hiring, training, upgrading, promotion, demotion, termination and salary. Retaliation is prohibited against a person who opposes a discriminatory practice, files a charge, testifies, assists or participates in an investigative proceeding or hearing.

Notice of Availability of the Annual Security & Fire Safety Report The Annual Security & Fire Safety Report is available online at https://srinfo.sulross.edu/udps/ The report contains information regarding campus safety and security including topics such as: campus law enforcement authority; crime reporting policies; campus alerts (Timely Warnings and Emergency Notifications); fire safety policies and procedures; programs to prevent dating violence, domestic violence, sexual assault and stalking; the procedures the University will follow when one of these crimes is reported; and other matters of importance related to security on campus. The report also contains information about crime statistics for the three most recent calendar years concerning reported crimes that occurred on campus; in On-Campus Student Housing Facilities; in Non-campus buildings or property owned or controlled by the University or a recognized student organization; and on public property within, or immediately adjacent to and accessible from, the campus. The report also contains fire statistics for any fires occurring in an On-Campus Student Housing Facility during the three most recent calendar years.

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and relevant experience.
• Working knowledge of computer systems, operating systems, and software applications in a professional support environment.
• Experience providing customer service and technical support to end users.
• Strong written and verbal communication skills.
• Good phone etiquette.
• Ability to document technical issues clearly and accurately in a ticketing or service management system.

Preferred

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Relevant IT certifications (e.g., CompTIA A+, ITF+, Microsoft, Apple, or equivalent).

1. Letter of Recommendation (1)
2. Letter of Recommendation (2)
3. Letter of Recommendation (3)
4. Transcript 2
5. Transcript 3
6. Transcript 4

Supplemental Questions

Required fields are indicated with an asterisk (*).

1. Are you legally authorized to work in the U.S.?

• Yes
• No

2. Will you now or in the future require Sul Ross State University to provide employment visa sponsorship to obtain or maintain your employment eligibility in the U.S.?

• Yes
• No

3. If yes, please indicate the type of employment authorization or visa sponsorship you anticipate needing. (Open Ended Question)

About SRSU Our campuses span a fascinating part of Texas-Alpine, in the heart of the beautiful Big Bend area, and Del Rio, Eagle Pass and Uvalde along the vibrant, bicultural Texas/Mexico border. What you've heard is true - there is something very special about the areas we serve in our great State, and Sul Ross State University is vital to the continued growth and progress of our students and the communities we serve. Sul Ross State provides students with the education they need to translate their passions into a fulfilling career. This life-changing experience has a multi-generational impact, transforming the lives of our students, their families and positively impacting the communities in which they reside. We value learning and strive to provide high quality education in a welcoming, supportive environment. We take pride in the fact that we serve a diverse population including many first-generation college students as well as non-traditional students, international students, student-athletes and graduate students. From teaching, coaching and law enforcement, to science, ranch management and the Fine Arts, SRSU offers more than 60 undergraduate and graduate degree programs. Known as the Frontier University of Texas, Sul Ross encourages each student to explore their own frontiers and to exceed their educational, personal and professional goals., A Member of the Texas State University System. All rights reserved. Copyright © Sul Ross State University. Proudly designated as a Hispanic Serving Institution since 1999 To ensure the security of your data, you will be logged out due to inactivity in 3 minutes at .