IT Support Specialist I

Edtech.com's Summary

University of Texas at Dallas is hiring an IT Support Specialist I. The role involves providing technical support for Service Desk operations by troubleshooting escalated IT issues, delivering strong customer service, and contributing to training and knowledge sharing. The specialist actively researches complex problems, develops documentation, and incorporates ITIL service management principles to enhance support processes.

Highlights

Provide technical support and troubleshooting for hardware, software, networking, and mobile devices.
Support users via phone, email, and web chat while delivering excellent customer service.
Train, schedule, and mentor student employees; participate in recruiting and hiring Help Desk staff.
Research complex IT problems and maintain internal technical documentation and knowledge base.
Apply ITIL Foundation principles; complete ITIL certification training.
Collaborate with campus IT teams and contribute to continuous service improvements.
Work with Microsoft Windows, Apple macOS, UNIX/Linux, Microsoft Office, SailPoint, PeopleSoft, TCP/IP networking, and mobile OS.
Use ITSM-based ticketing systems; experience in higher education preferred.
Starting salary at $45,618 annually; regular full-time position.
Associate’s degree or equivalent education and experience required; ITIL Foundation certification preferred.

IT Support Specialist I Full Description

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Posting Details

Posting Number	S06628P
Position Title	IT Support Specialist I
Functional Title
Department	Information Technology-Tech Experience & Innovation
Salary Range	Starting at $45,618.00 Annually
Pay Basis	Monthly
Position Status	Regular full-time
Location	Richardson
Position End Date (if temporary)
Posting Open Date	09/19/2025
Posting Close Date
Open Until Filled	Yes
Desired Start Date	10/01/2025
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
Important Message	1) All employees serve as a representative of the University and are expected to display respect, civility, professional courtesy, consideration of others and discretion in all interactions with members of the UT Dallas community and the general public. 2) The University of Texas at Dallas is committed to providing an educational, living, and working environment that is welcoming, respectful, and inclusive of all members of the university community. UT Dallas does not discriminate on the basis of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, national origin, disability, genetic information, or veteran status in its services, programs, activities, employment, and education, including in admission and enrollment. The University is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities. To request reasonable accommodation in the employment application and interview process, contact the *ADA Coordinator. For inquiries regarding nondiscrimination policies, contact the Title IX Coordinator*.

Supplemental Questions

Required fields are indicated with an asterisk (*).

Applicant Documents

Required Documents

Resume
Cover Letter/Letter of Application

Optional Documents

Veteran Employment Preference - Form DD-214

Human Resources,
800 West Campbell Road, AD3.418
Richardson,
TX 75080-3021

972.883.2221

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Original Job Description

Toggle navigation

IT Support Specialist I Bookmark this Posting Print Preview | Apply for this Job

Posting Details

Posting Number	S06628P
Position Title	IT Support Specialist I
Functional Title
Department	Information Technology-Tech Experience & Innovation
Salary Range	Starting at $45,618.00 Annually
Pay Basis	Monthly
Position Status	Regular full-time
Location	Richardson
Position End Date (if temporary)
Posting Open Date	09/19/2025
Posting Close Date
Open Until Filled	Yes
Desired Start Date	10/01/2025
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
Important Message	1) All employees serve as a representative of the University and are expected to display respect, civility, professional courtesy, consideration of others and discretion in all interactions with members of the UT Dallas community and the general public. 2) The University of Texas at Dallas is committed to providing an educational, living, and working environment that is welcoming, respectful, and inclusive of all members of the university community. UT Dallas does not discriminate on the basis of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, national origin, disability, genetic information, or veteran status in its services, programs, activities, employment, and education, including in admission and enrollment. The University is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities. To request reasonable accommodation in the employment application and interview process, contact the *ADA Coordinator. For inquiries regarding nondiscrimination policies, contact the Title IX Coordinator*.

Supplemental Questions

Required fields are indicated with an asterisk (*).

Applicant Documents

Required Documents

Resume
Cover Letter/Letter of Application

Optional Documents

Veteran Employment Preference - Form DD-214

Human Resources,
800 West Campbell Road, AD3.418
Richardson,
TX 75080-3021

972.883.2221

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IT Support Specialist I

Edtech.com's Summary

IT Support Specialist I Full Description

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