Technology Support Analyst I - DEPDC Technology Support Analyst I

Associate’s degree in information technology, instructional technology, computer science, business, or a related field required. Bachelor’s degree preferred. Two years of experience in technical support, call center operations, customer service, IT help desk support, instructional technology support, or related areas required. Experience supporting users in a help desk or call center environment, including use of ticketing systems, remote support tools, or customer service platforms, is preferred. Experience supporting distance learning platforms, digital tools, or educational technology systems is desirable. A combination of education, experience, and training that produces the required knowledge and abilities may be considered. Nature & Purpose of Position Provides front-line technical assistance and customer support services within the Distance Education Professional Development Center (DEPDC), a statewide initiative supported through the Texas Workforce Commission (TWC). Serves adult learners and Adult Education and Literacy (AEL) providers, including individuals with varying levels of digital literacy, limited English proficiency, interrupted educational backgrounds, and various cultural and linguistic needs.

This is a full-time, temporary, benefits-eligible, grant funded position expected to end on or before 5/31/2027. Continuation of this position is contingent upon continued funding. Primary Responsibilities Responds to incoming technical support requests via phone, email, chat, or ticketing system, providing timely and professional assistance to users. Troubleshoots and resolves basic technical issues related to hardware, software, learning platforms, and digital tools. Documents all support interactions, troubleshooting steps, and resolutions within the designated ticketing system. Escalates complex, unresolved, or high-impact issues to senior analysts or the Technology Support Operations Coordinator as appropriate. Provides clear, step-by-step guidance to users with varying levels of digital literacy and technology experience. Assists users in navigating online learning platforms, virtual training tools, and digital resources. Maintains knowledge of Distance Education Professional Development Center (DEPDC)-supported systems, tools, and services to ensure accurate and consistent support. Participates in training and professional development to improve technical knowledge and customer service skills. Supports DEPDC webinars, virtual trainings, and statewide events by providing real-time technical assistance as assigned. Contributes to the development and maintenance of knowledge base articles, FAQs, and user support documentation. Follows established standard operating procedures (SOPs), workflows, and service standards to ensure consistency in service delivery. Assists in identifying recurring issues and providing feedback to improve support services and user experience. Performs other duties as assigned. Other Specifications

Demands strong interpersonal skills and the ability to explain technical concepts clearly and patiently to users with varying levels of digital literacy and technology experience. Must operate effectively in a fast-paced support environment, demonstrating adaptability, responsiveness, and a commitment to high-quality customer service. Requires strong organizational skills, attention to detail, and the ability to manage multiple support requests in a fast-paced, service-oriented environment. Demonstrated ability to work effectively with adult learners from various educational backgrounds is essential. Ability to communicate fluently in English; proficiency in a second language (e.g., Spanish, Vietnamese, Haitian Creole, or French) is preferred. The DEPDC initiative supports flexible, technology-enabled work environments. Periodic participation in training events, conference support, and statewide initiatives may be required.

Named after Texas’ legendary hero, General Sam Houston, the university boasts a rich historical legacy that resonates with the spirit of Texas, which provides a balance between a peaceful, natural setting and proximity to urban amenities. With a student population of over 21,000, SHSU offers a vibrant and dynamic community. SHSU has a small town feel with large scale opportunities. Located in the Piney Woods region of East Texas and just an hour drive north of Houston, Huntsville provides area residents with a sense of community and belonging.

SHSU offers compelling options for individuals seeking a fulfilling and impactful career including a superior benefit package, competitive salaries and a flexible work environment fostering work/life balance. SHSU offers programs that support a healthy work-life balance, contributing to employee well-being and job satisfaction, as well as, professional development opportunities with our educational assistance and dependent assistance programs. Posting Information