Technician - Endpoint Services

Title

Technician I - Endpoint Services

Non-Exempt

This position is a pay grade
9. Please see Pay Grade Table at:
Pay Grade Table

S

Technical/Para-Professional

Endpoint Services

Information Technology

02/20/2026

Yes

Associates degree in a related field. One year of experience in a related field. Working technical knowledge of current network protocols, operating systems and standards, including Windows, Mac OS, Mobile OS, Microsoft office, printers, basic multimedia systems and e‑mail applications is required. Certifications may be required by the department. A combination of education, experience, and training that would produce the required knowledge and abilities could be considered.

Supports and maintains desktops, mobile devices, and peripherals. Performs installations, diagnostics, repairs, maintenance, and upgrades of all minor hardware and equipment while ensuring optimal workstation performance. Troubleshoots level one and two issues and minor problem areas in a timely and accurate fashion.

Responsible for level one and two support of endpoint devices including computer systems. Works as part of a technical support team providing support and consultation pertaining to the configuration, setup, networking, preventative maintenance, security, troubleshooting, inventorying, and repair of endpoint technologies. Accurately identifies and escalates large‑scale problems to the proper group(s) for resolution. Helps maintain an inventory of computers and related equipment.

Documents instances of hardware failure, repair, installation, and removal. Maintains customized configurations based on various platforms and operating systems. Provides in‑person, over‑the‑phone, email, and/or remote support. Configures equipment for employee use, performs and/or ensures proper installation of cables, operating systems, or appropriate software. Re‑installs damaged or deleted software; troubleshoots errors in system operations and initiates repairs. Performs software and hardware modifications and configures media components.

Carries out a broad range of service requests by providing information to fulfill requests or enable resolution. Investigates support incidents/requests to provide diagnosis, promotes end‑user satisfaction, and escalates unresolved issues as appropriate. Contributes to creation and updating of system documentation & knowledge articles. Performs other related duties as assigned.

Ability to identify computer components and physically install computer is required. Performs independent research and apply critical reasoning skills to solve technical issues. Knowledge of basic trouble shooting techniques. May participate in larger, long‑term projects, such as executing the computer replacement cycle for both faculty/staff and labs/classrooms and/or activities related to enterprise software management. Assists other departments in planning and implementing new applications, software, and/or hardware.

Assists in the training/mentoring of student employees. Ability to interact and work effectively in a team environment. Proven customer service skills and the ability to work with a various constituency. Ability to multitask and self‑manage assigned projects and daily tasks in an environment with shifting priorities.

During emergencies, operational failures, and peak use periods, employees may be called in when off shift to work an extended shift. Special procedures sometimes require extended hours. Some travel is required.

May require driving and operating a university vehicle; therefore, a valid Texas driver’s license and acceptable driving record is required by the University’s insurance carrier. Must be able to lift up‑to 50 pounds on a regular basis throughout a normal workday. Performs related duties based on departmental need. Ability to gain and maintain Criminal Justice Information Services (CJIS) certification is required.

Full Time

Sam Houston State University is an Equal Employment Opportunity Employer and Smoke/Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, creed, ancestry, marital status, citizenship, color, national origin, sex, religion, age, disability, or protected veteran status. The University takes seriously the initiative to ensure equal opportunity in the workforce and to comply with Title VII as interpreted by the U.S. Supreme Court.

Sam Houston State University is an “at will” employer. Employees with a contract will have additional terms and conditions. Security-sensitive positions at SHSU require background checks in accordance with Education Code

• 51.215.

Annual Security and Fire Safety Report