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User Support Jobs in Texas (NOW HIRING)

City of Lubbock

End User Support Technician

Lubbock, TX · On-site

$40K - $66K/yr

Essential Functions Reviews and prioritizes user requests for service and support; schedules work; Installs and tests computers and equipment, peripherals and software. Installs and configures ...

Archer Systems

Manager of End User Support

Houston, TX · On-site

The Manager of End User Support leads ARCHER Systems' end-user support function and ensures a consistent, high-quality support experience across all locations and remote users. This is a player/coach ...

Stewart

End User Support Specialist II

Houston, TX · On-site

Provides a high level of customer service and timely technical support for end-user computer and networking issues to ensure end-user productivity * Responsible for the installation, configuration ...

Stewart

End User Support Specialist II

Houston, TX

Provides a high level of customer service and timely technical support for end-user computer and networking issues to ensure end-user productivity * Responsible for the installation, configuration ...

Central Health

IT User Support Technician II

Austin, TX · On-site

Overview The IT User Support Technician II is responsible for providing user support for workstation, application, peripheral, hardware, and service issues through telephone and email communication.

New

Tamus

End User Support Specialist I

Corpus Christi, TX · On-site

Job Title End User Support Specialist I Agency Texas A&M University - Corpus Christi Department User Support Services Proposed Minimum Salary Commensurate Job Location Corpus Christi, Texas Job Type ...

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User Support information

What are some common challenges faced in a User Support role and how are they typically handled?

One common challenge in User Support is managing a high volume of inquiries while ensuring each user receives timely and personalized assistance. This often requires strong organizational skills and the ability to prioritize tasks efficiently. Additionally, support professionals frequently encounter users with varying technical backgrounds, so clear communication and empathy are crucial for resolving issues effectively. Many teams address these challenges by utilizing ticketing systems, knowledge bases, and regular training sessions to stay updated on products and best practices.

What are the key skills and qualifications needed to thrive as a User Support specialist, and why are they important?

To thrive as a User Support specialist, you need strong problem-solving abilities, technical troubleshooting skills, and a solid understanding of the supported products or services, often backed by relevant certifications or training. Familiarity with help desk software, ticketing systems, and remote desktop tools is typically required. Excellent communication, patience, and active listening make someone stand out in this role. These skills ensure efficient resolution of user issues, high customer satisfaction, and effective support operations.

What is the difference between User Support vs Technical Support?

AspectUser SupportTechnical Support
Required CredentialsHigh school diploma or equivalent; certifications like CompTIA A+High school diploma or equivalent; certifications like CompTIA A+ or Network+
Work EnvironmentHelp desks, customer service centers, remote supportCall centers, on-site troubleshooting, remote diagnostics
Employer & Industry UsageIT companies, tech support firms, software providersIT departments, hardware vendors, telecom companies

While both User Support and Technical Support involve assisting users with technology issues, User Support generally focuses on customer service and basic troubleshooting, whereas Technical Support often involves more in-depth technical diagnostics and problem resolution. The roles overlap but differ mainly in complexity and technical depth.

What are User Support specialists?

User Support specialists are professionals who assist customers or end-users with troubleshooting, technical problems, and general inquiries related to a company's products or services. They may provide help via phone, email, chat, or in-person, aiming to resolve issues quickly and ensure customer satisfaction. User Support specialists play a crucial role in maintaining positive customer relationships and often act as a bridge between users and technical teams.
What are popular job titles related to User Support jobs in Texas? For User Support jobs in Texas, the most frequently searched job titles are:
What job categories do people searching User Support jobs in Texas look for? The top searched job categories for User Support jobs in Texas are:
User Support jobs near you
User Support Specialist - Journeyman

User Support Specialist - Journeyman

ASM Research

San Antonio, TX • On-site

Full-time

Posted 13 days ago

ASM Research rating

8.6

Company rating: 8.6 out of 10

Based on 14 frontline employees who took The Breakroom Quiz

27th of 210 rated it services

Job description

The User Support Specialist - Journeyman provides tiered technical support to end users in a mission-critical enterprise environment, resolving hardware, software, and network issues while maintaining high levels of customer service and system availability. The role focuses on managing support requests through IT service management tools, ensuring timely resolution, accurate documentation, and adherence to service level agreements for "Basic Support" tier services. The specialist also supports user onboarding, access management, training, and knowledge base development to improve user experience and overall support quality.
Key Responsibilities
  • Troubleshoot hardware, software, and network issues using structured diagnostic methodologies, resolving problems within defined scope and escalating complex issues to specialized teams as appropriate.
  • Manage incidents and service requests using ITSM tools such as ServiceNow or Jira, ensuring all interactions are logged, tracked, and updated with clear status and resolution details.
  • Provide multi-channel support to users (phone, email, chat, and in-person), delivering clear, professional communication and maintaining a strong customer service orientation.
  • Handle user account provisioning, password resets, and basic access control in secure environments, following established access management and DoD 8140 compliance procedures.
  • Contribute to the creation and maintenance of knowledge base content, including support articles and FAQs, based on resolved tickets and recurring issues.
  • Monitor ticket queues to meet established service level agreements (SLAs) for response and resolution times, performing trend analysis on recurring issues to inform process improvements.
  • Participate in user training and adoption activities for enterprise systems and tools, helping users understand common procedures, best practices, and self-service options.
  • Collect and report user feedback related to support interactions, using this information to recommend improvements to support processes and documentation.

Required Qualifications
  • Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience.
  • 4-7 years of experience providing end-user support or help desk services in technical environments, ideally within enterprise or government IT settings.
  • Demonstrated ability to perform basic to intermediate troubleshooting of hardware, software, and network connectivity issues and to resolve standard user requests.
  • Experience using ticketing systems (e.g., ServiceNow, Jira) to document, track, and close incidents and service requests in accordance with SLAs and support standards.
  • Proficiency in multi-channel communication, including phone, email, chat, and in-person interactions, with strong customer service and documentation skills.
  • Experience with user account management, password resets, and basic access control in secure environments, with the ability to follow established security and compliance procedures.
  • Must meet DoD 8140 requirements and hold an active Secret clearance, and must be a U.S. citizen eligible to work in a federal IT environment.

Preferred Qualifications
  • Familiarity with ITIL service management frameworks and best practices for incident, request, and knowledge management.
  • Experience supporting enterprise or government IT systems, including remote and distributed user bases.
  • Professional certification such as CompTIA A+, Network+, Security+, or ITIL Foundation.

Experience identifying recurring issues from ticket data and contributing to continuous improvement initiatives in support operations
Compensation Ranges
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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