Senior Desktop Support Specialist (Austin)

Senior Desktop Support Specialist

This position will oversee student workers and deliver advanced desktop support services to users within the College of Natural Sciences.

Responsibilities

Ensure all requests via phone, email or ticketing system are addressed in a timely manner. Assists with diagnosis of all computers and printer hardware, software and equipment to ensure optimal workstation performance.

Assist with the management of schedules and training of student employees.

Manage the incident ticketing system and ensure all tickets are being triaged.

Provide desktop, network, printer, and application support to end user devices.

Provide support on ad hoc projects and other related duties.

Work with deployment team and endpoint management team to improve / design support workflows and ensure they are documented in appropriate resources.

Other related responsibilities, duties and projects as assigned.

Required Qualifications

Two years of experience in an IT technical support position providing hands on troubleshooting support of computing hardware. Knowledge of computer and peripheral operations, installation, and troubleshooting. Knowledge of device / endpoint management tools or technologies. Basic understanding of network technologies and topologies. Knowledge of directory services and remote access tools. Demonstrated experience providing full support for Apple / Windows hardware and software. Ability to keep up with new technologies that are applicable to the needs of the College. Ability to work with minimal supervision. Demonstrated ability to effectively communicate via oral and written methods. Experience managing tasks via a ticketing system.

Preferred Qualifications

Bachelor's degree or higher. Three years' experience in a higher education IT Support setting. Proficient in Apple / Windows products including mobile devices. Linux support experience. Apple certified. Microsoft Windows and Office certified. A+ Certified. Two years of networking experience. Strong understanding of deployment methodologies and best practices. Familiarity with University-level desktop security requirements. Knowledge of University environments and available IT resources. Ability to work on multi-project timelines. Certification in ITIL.

Salary Range

$55,000 + depending on qualifications

Working Conditions

May work around standard office conditions. Repetitive use of computer equipment. Use of manual dexterity. Reasonable lifting and moving. Wear appropriate office attire. Work as a team member as well as independently. Accept supervision. Occasional evening and weekend work may be required.

Required Materials

• Resume / CV
• 3 work references with their contact information; at least one reference should be from a supervisor
• Letter of interest

Important for applicants who are NOT current university employees or contingent workers : You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers : As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

Employment Eligibility : Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion / transfer eligible may apply for positions without supervisor approval.

Retirement Plan Eligibility : The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

Background Checks : A criminal history background check will be required for finalist(s) under consideration for this position.

Equal Opportunity Employer : The University of Texas at Austin, as an equal opportunity / affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

Pay Transparency : The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Employment Eligibility Verification : If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.

E-Verify : The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university's company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following :

Compliance : Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031. The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.