Service Desk Specialist

Job Title

Service Desk Specialist (Part-Time)

Agency

Texas A&M University - Central Texas

Department

Information Technology

Proposed Minimum Salary

$15.00 hourly

Job Location

Killeen, Texas

Job Type

Staff

Job Description

The Service Desk Specialist provides positive customer experiences and solutions while supporting the Texas A&M University – Central Texas IT service desk. This position interacts with customers, provides comprehensive support for user accounts, provides basic IT support, maintains various documentation for the IT Department, escalates more complex problems and questions to Tier 2 and Tier 3 tech support, routes customers to the appropriate department when needed, follows up with customers, and ensures all requests are handled to the customers' satisfaction. This position reports to the IT Manager.

A Presidential Proclamation issued on September 19, 2025, imposes a $100,000 fee on all new H‑1B petitions filed after September 21, 2025, and Texas A&M University–Central Texas will not pay this fee. Additionally, a moratorium issued by Governor Abbott on January 27, 2026, restricts the filing of new H‑1B petitions unless approved by the Texas Workforce Commission. Accordingly, if you will now or in the future require sponsorship for employment visa status this moratorium may affect our ability to employ you should you be selected as the final candidate. Applicants must be authorized to work for any U.S. employer.

Responsibilities:

• Assist with the onboarding of student/staff/faculty accounts and ensure their credentials work on various platforms (i.e. Warrior Web, Canvas, University email, etc)

• Assist with locked accounts and password resets.

• Provide assistance to users for connecting to the eduroam wireless network, configuring email on personal devices (i.e. phones, tablets, laptops, etc), and showing them where to find additional support information on the website.

• Answer phone calls to the service desk, provide account assistance, and/or route to the correct department/person if needed.

• Answer basic hardware and software questions (i.e. “How do I…”) and perform basic troubleshooting on both University and personally owned devices.

• Assist faculty/staff with submitting support tickets for items that require escalation to Tier 2 or Tier 3 support.

• Issue out IT Department equipment as needed.

• Issue ID cards for student/staff/faculty.

• Enter service desk information into local knowledgebase software.

• Keep IT department guides and handouts up to date.

• Keep the IT department knowledge base and support documentation up to date with relevant information.

• Other duties or projects as assigned

Education and Experience:

• High School Diploma or GED

• Two years of related experience in IT.

Preferred Experience:

• Two years of experience in the operation of computer equipment and software.

• One year of experience in customer service.

Knowledge, Skills, and Abilities:

• Excellent customer service and telephone skills.

• MS Windows, MS Office and email proficiency 

• Basic understanding of computers

• Preferred: Mac OSX proficiency, experience with TAMUCT online services (i.e. Canvas, WarriorWeb, myCT, O365, etc)

Registrations, Certifications, and Licenses:

Valid Driver’s License

Other Requirements:

Extensive use of telephone and computer/keyboarding, sitting for long periods of time

Work Location: This is not a remote position. The selected candidate will be required to work on campus.

To Apply

Please apply directly on our Texas A&M University-Central Texas Job Site. Please submit a cover letter, a resume, and the contact information of three professional references when applying for this position.

All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution’s verification of credentials and/or other information required by the institution’s procedures, including the completion of the criminal history check.

Equal Opportunity/Veterans/Disability Employer.