End User Computing Support Specialist - IT Solutions

Texas Woman's University - Denton, TX

Full-time - Entry Level

Denton, TX

Educational Services

About the position

The End User Computing Support Specialist is responsible for providing faculty, staff, and students with timely and professional support for computer hardware and software, mobile devices, and other digital workplace technology solutions. This role involves delivering high-quality technical support for technology systems and services through various channels including phone, remote access, and in-person assistance. The Support Specialist will actively analyze problems related to hardware and software, recommend appropriate solutions based on user needs, and direct users to the relevant IT Solutions teams for further support and training. A strong commitment to user success is essential, along with exceptional customer service skills and the ability to prioritize, analyze, and solve problems effectively. As a member of the IT Solutions (ITS) team, the Support Specialist is expected to uphold the division's mission to empower an agile, digital university and elevate technology as a strategic institutional asset. This position contributes positively to a collaborative, human-centered, innovative, accountable, transparent, and inclusive culture within ITS. The role requires maintaining a high level of customer service and ensuring that all requests for assistance are responded to promptly and completed within expected timeframes or service level agreements (SLAs). The Support Specialist will also be involved in the installation, configuration, testing, maintenance, monitoring, and troubleshooting of end-user computing hardware and related software. This includes managing inventory of technical equipment, participating in new hardware and software initiatives, and contributing to the ongoing evaluation and improvement of End User Computing policies and services. Additionally, the role includes maintaining technical documentation and knowledge base articles, as well as providing informal training to users on various technology solutions.

Responsibilities

• Respond promptly to all requests for assistance and prioritize and complete requests with a high level of customer service.
• Perform analysis, diagnosis, and resolution of complex end user computing problems, recommending and implementing corrective solutions.
• Install, configure, test, maintain, monitor, and troubleshoot end-user computing hardware and related software.
• Update and maintain information in the ticketing system, preparing status, activity, and project updates and reports as requested.
• Act as an escalation point for end user computing incidents and problems identified elsewhere within ITS.
• Provide informal hands-on training to users on end user computing devices, software, and related technology solutions.
• Develop and maintain current technical documentation and knowledge base articles.
• Participate in managing inventory of new and used computers, printers, and copiers; software assets and licenses; and other technical equipment or supplies.
• Participate in new hardware and software initiatives, including assisting with research, planning, testing, and implementation.
• Participate in the ongoing evaluation and improvement of End User Computing policies, procedures, processes, and services.

Requirements

• Associate degree required; additional job-related experience may substitute for the required education on a year-for-year basis.
• Three years of relevant experience in desktop computer and/or end user computing support; additional job-related education may substitute for the required experience on a year-for-year basis.
• Knowledge of at least one major desktop operating system (Windows 10 or Mac OS).
• Ability to manage desktop and mobile computing devices, including remote management and deployment solutions.
• Exceptional customer service skills and a commitment to delivering high-quality, timely, and user-centered service and support.
• Strong written and oral communication skills, including the ability to present ideas in user-friendly, business-friendly, and technical language.
• Proven analytical and problem-solving abilities, including the ability to anticipate, identify, and solve critical problems.
• Ability to build effective relationships and a strong commitment to working collegially and collaboratively with constituents at all levels in a diverse and distributed environment.

Nice-to-haves

• Microsoft Certified IT Professional (MCITP) certification.
• Apple Certified Macintosh Technician (ACMT) certification.
• CompTIA A+ certification.
• Knowledge of Microsoft Active Directory.
• Knowledge of networking concepts and server management.
• Skill in Microsoft SCCM and/or JAMF, computer imaging and encryption software, and mobile device management (MDM) systems.