Job Summary
The IT Support Specialist I provides essential technical support for Service Desk operations, working collaboratively with both student employees and full-time staff to address and resolve complex IT issues. This hands-on role focuses on troubleshooting escalated technical tasks, delivering excellent customer service, and actively contributing to quality, training, and knowledge-sharing initiatives.

The IT Support Specialist I conducts research on challenging IT-related problems, assists in developing internal documentation, and promotes continuous improvement within the Service Desk. Familiarity with ITIL service management principles is integrated into daily operations to ensure effective, standardized support practices. Other duties may be assigned as needed to support the evolving needs of the campus community and provide opportunities to develop new skills and expand our support capacity.
Minimum Education and Experience
Associate’s degree or an equivalent combination of relevant education and experience may be considered.
Preferred Education and Experience
Exceptional organizational abilities, strong oral and written communication skills, and demonstrated commitment to customer service.
Hands-on technical support experience with Microsoft Windows and Apple macOS operating systems, UNIX/Linux environments, Microsoft Office suite, unified communications platforms, SailPoint, PeopleSoft, TCP/IP networking and device configuration. Familiarity with mobile operating systems (Apple iOS, Google Android).
Experience in higher education environments and proficiency with ITSM-based ticketing systems preferred.
ITIL Foundation certification or formal training.
Other Qualifications
To the extent this position requires the holder to research, work on, or have access to critical infrastructure as defined in Section 117.001(2) of the Texas Business and Commerce Code, the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.
Essential Duties and Responsibilities
Deliver outstanding customer service and technical support to end-users, including providing support via phone, email, and or web chat.
Participate in scheduling, coaching, and conducting training for student employees as needed.
Participate in a rotating on-call schedule to promptly address outages and major incidents outside of regular business hours.
Diagnose and troubleshoot hardware and software issues; resolve basic networking and connectivity problems for desktops, laptops, and mobile devices.
Research and resolve complex or unique IT issues; author and update internal knowledge base articles and technical documentation.
Facilitate clear communication among end-users, Service Desk staff, departmental IT, and technical support teams.
Identify and report campus-wide IT incidents and technical trends; assist in crisis response and information updates for staff and user documentation.
Contribute ideas to improve Service Desk processes, training materials, and service quality.
Complete ITIL Foundation training and certification and apply ITIL principles to Service Desk operations.
Recruit, interview, and select new student employees for the Help Desk team.
Collaborate with other IT teams on cross-functional projects and service improvements.
Attend meetings and complete other duties as required.
Physical Demands and Working Conditions
Physical Activities
Working Conditions
Additional Information
Additional Information
The typical work schedule for this position is Monday–Friday, 8:00 am to 5:00 pm. With supervisor approval, alternate work hours may be arranged to support Service Desk operations. Occasional evening or weekend shifts may be required, as well as participation in a rotating on-call schedule. This is a hybrid role, requiring onsite work at the campus 2–3 days each week. Please note, this position does not offer international sponsorship.

Remote Work Eligibility Statement
Hybrid Remote Work Available for Texas Residents
Special Instructions Summary