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User Support Jobs in Texas (NOW HIRING)

Donatech

User Tech Support Specialist Sr

Fort Worth, TX · On-site

Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases • Provide accurate and timely logging of ...

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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
Lead CSC Manager - Computer User Support Specialist

Lead CSC Manager - Computer User Support Specialist

EPS Corporation

San Antonio, TX

Full-time

Posted 26 days ago

Job description

EPS Corporation is looking for a Lead CSC Manager - Computer User Support Specialist to effectively manage all tickets and tasks while communicating with the Government CSC lead to ensure proper assignment. The Lead CSC Manager ensures the CSC section is appropriately staffed during required hours and maintains a strong understanding of ITIL best practices.Responsibilities: Provide daily oversight to task order personnel assigned to the CSC. Ensure the CSC section is manned appropriately

Address any scheduling conflicts. Coordinate CSC personnel across five help desk locations. Provide comprehensive Help Desk support for various IT-related needs, including assisting with creation, management, and troubleshooting of network accounts.

Support common software applications including web browsing (Microsoft Edge), email (Microsoft Outlook), word processing (Microsoft Word), spreadsheets (Microsoft Excel), presentations (Microsoft PowerPoint), databases (Microsoft Access), photo editing tools, desktop publishing software, and scanning tools. Assist with telephone voicemail services and troubleshoot/resolve issues related to IT equipment and hardware. Support writing to appropriate media (USB drives, CDs, DVDs).

Ensure all service requests, including trouble tickets, are prioritized. Escalate problems to the appropriate organization or process when issues cannot be resolved within designated timeframes or require specialized expertise. Maintain clear communication with users throughout the resolution process, ensuring timely updates on status and progress of service requests.

Prioritize and escalate service requests as needed, maintain user communication, and deliver weekly performance metrics with process improvement recommendations. Oversee imaging, configuration, deployment, and compliance of IT equipment in accordance with ESHB, ECO/USLM approvals, and security directives (IAVA/IAVB/TCNO). Support Moves, Adds, and Changes (MAC), specialized network devices, and classified/unclassified systems.

Maintain documentation, patch compliance, workload reduction initiatives, and the SharePoint help desk site with current standards and guidance. Experience: Senior-level experience in client support and help desk operations. Proficiency in Windows Operating Systems and Microsoft Office Products.

Proficiency in Microsoft Active Directory, Microsoft Server 2008 or higher, VMWare 5.1 or higher, and vSphere Administration. Experience with Air Force IT Service Desk support, Air Force Standard Desktop Configuration, and Air Force Remedy Ticketing System. Experience with Remote Desktop Support and overall technical assistance of Air Force IT systems

Experience supporting information systems on Government and Intel networks such as NIPRNet, SIPRNet, JWICS, NSANet, and Tier 1 networks. Strong understanding of ITIL best practices Education: Bachelor's Degree in IT-related field, OR minimum 6 years of relevant experience Certifications: DoD 8140 (or 8570.01-M) approved and registered IAT Level II baseline certification (Security+ CE preferred). Proficiency in Windows Operating Systems and Microsoft Office Products

Proficiency in Microsoft Active Directory; Microsoft Server 2008, or higher; proficiency in VMWare 5.1or higher and vSphere Administration.Responsibilities: Provide daily oversight to task order personnel assigned to the CSC. Ensure the CSC section is manned appropriately. Address any scheduling conflicts

Coordinate CSC personnel across five help desk locations. Provide comprehensive Help Desk support for various IT-related needs, including assisting with creation, management, and troubleshooting of network accounts. Support common software applications including web browsing (Microsoft Edge), email (Microsoft Outlook), word processing (Microsoft Word), spreadsheets (Microsoft Excel), presentations (Microsoft PowerPoint), databases (Microsoft Access), photo editing tools, desktop publishing software, and scanning tools.

Assist with telephone voicemail services and troubleshoot/resolve issues related to IT equipment and hardware. Support writing to appropriate media (USB drives, CDs, DVDs). Ensure all service requests, including trouble tickets, are prioritized.

Escalate problems to the appropriate organization or process when issues cannot be resolved within designated timeframes or require specialized expertise. Maintain clear communication with users throughout the resolution process, ensuring timely updates on status and progress of service requests. Prioritize and escalate service requests as needed, maintain user communication, and deliver weekly performance metrics with process improvement recommendations.

Oversee imaging, configuration, deployment, and compliance of IT equipment in accordance with ESHB, ECO/USLM approvals, and security directives (IAVA/IAVB/TCNO). Support Moves, Adds, and Changes (MAC), specialized network devices, and classified/unclassified systems. Maintain documentation, patch compliance, workload reduction initiatives, and the SharePoint help desk site with current standards and guidance.

Experience: Senior-level experience in client support and help desk operations. Proficiency in Windows Operating Systems and Microsoft Office Products. Proficiency in Microsoft Active Directory, Microsoft Server 2008 or higher, VMWare 5.1 or higher, and vSphere Administration

Experience with Air Force IT Service Desk support, Air Force Standard Desktop Configuration, and Air Force Remedy Ticketing System. Experience with Remote Desktop Support and overall technical assistance of Air Force IT systems. Experience supporting information systems on Government and Intel networks such as NIPRNet, SIPRNet, JWICS, NSANet, and Tier 1 networks.

Strong understanding of ITIL best practices Education: Bachelor's Degree in IT-related field, OR minimum 6 years of relevant experience Certifications: DoD 8140 (or 8570.01-M) approved and registered IAT Level II baseline certification (Security+ CE preferred). Proficiency in Windows Operating Systems and Microsoft Office Products. Proficiency in Microsoft Active Directory; Microsoft Server 2008, or higher; proficiency in VMWare 5.1or higher and vSphere Administration.

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