Technical Support Specialist I

Job Details

Job Title: Technical Support Specialist I

Location: Alpine

Department: Office of Informational Technology

Job No.: 998867

Posting Date: 05/26/2026

Until Filled: Yes

Salary: $45,000

Required:

• 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).

Primary Responsibilities:

Job SummaryThe 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

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.