Technical Support Specialist I

Primary Responsibilities
Job Summary The Technical Support Specialist I provides firstlevel technical assistance for end users resolving common hardware software and accountrelated 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%) Manage service requests by responding documenting tracking and resolving tickets in a centralized system while ensuring timely communication and accurate updates. 30% 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% 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% Creating or updating documentation for knowledge-base maintenance. 10% 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 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. A paper copy of the report will be provided upon request. If you would like to receive a paper copy you can contact the Office of Student Life located on the Alpine Campus in the Morgan University Center Room 211 or you can request that a copy be mailed to you by calling or emailing