Desktop Support Specialist, Department of Aerospace Engineering and Engineering Mechanics

Job Details

General Notes

As a top-10 engineering school, the at The University of Texas at Austin has been a global leader in technology innovation and engineering education for over a century.

As the new space age emerges, the Department of Aerospace Engineering and Engineering Mechanics at The University of Texas at Austin continues its long history of being a world leader across a breadth of disciplines.

Teaching and research activities take place in the areas of space engineering / science, aviation, robotics, computation, mechanics and more.

At UT Aerospace, where our academic programs rank among the top 10 in the nation, the sky is not the limit!

UT Austin provides outstanding and packages that include :

Competitive health benefits (employee premiums covered at 100%, family premiums at 50%)

Voluntary Vision, Dental, Life, and Disability insurance options

Generous paid vacation, sick time, and holidays

Teachers Retirement System of Texas, a defined benefit retirement plan, with 8.25% employer matching funds

Additional Voluntary Retirement Programs : Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b)

Flexible spending account options for medical and childcare expenses

Robust free training access through LinkedIn Learning plus professional conference opportunities

Tuition assistance

Expansive employee discount program including athletic tickets

Free access to UT Austin's libraries and museums with staff ID card

Free rides on all UT Shuttle and Austin CapMetro buses with staff ID card

Purpose

The Desktop Support Specialist is an essential member of the Aerospace Engineering and Engineering Mechanics team which provides technical expertise and assistance to faculty, staff, researchers, and students in support of highly computational and interdisciplinary cutting-edge research.

The Specialist supports and maintains department computer hardware and peripherals, including installing, diagnosing, repairing, maintaining, and upgrading all desktop hardware while ensuring optimal system and network performance.

The Specialist will provide critical customer support by troubleshooting problem areas in a timely and accurate fashion and providing end-user assistance to the faculty, staff, and students of the department.

Responsibilities

Provide in-person user support and troubleshooting for software applications on laptops and desktops running Linux, macOS, and Windows.

Provide skilled technical work related to the installation and maintenance of software and hardware in a personal computer environment.

Maintain and update customer support interactions and resolutions using established ticketing system.

Help define, implement, and support network solutions for the department’s printing facilities.

Responsible for assisting with inventory management and the performance of annual equipment inventory.

Participate in other system related activities including purchasing supplies, networking, and other position functions as assigned.

Assist users and troubleshoot audio-visual issues in the ASE classrooms, conference rooms and meeting spaces.

Conduct office moves and setup of computer equipment, phones, and occasional boxes and / or supplies.

Other related functions as assigned.

Required Qualifications

1-3 years of experience with computer and peripheral operations, installation, and troubleshooting.

Experience using directory services and remote access tools.

1-3 years of demonstrated experience in IT customer service and / or help desk environment.

Experience with email clients, setup and support of email services in a personal computer environment.

Experience providing support for Microsoft Outlook, calendaring, and Office 365.

Familiarity with Linux, Mac, and Windows operating systems.

Excellent written and oral communication skills, a strong command of the English language and the ability to effectively communicate with both technical and non-technical users.

Demonstrated customer service mindset with the ability to work with minimal supervision in a fast-paced environment with accuracy and attention to detail using sound decision making, problem solving and critical thinking skills.

Ability to work independently and with team members.

Demonstrated ability to show initiative to solve problems and manage multiple priorities.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

Bachelor’s degree in Computer Science or equivalent.

Three (3) or more years’ experience in IT customer service and / or help desk environment working closely with faculty, staff, research staff, and students.

Experience with triaging help desk incidents and requests in a central ticketing system in a multi-tier IT support environment.

Experience in a higher education IT support setting.

Familiarity with university-level desktop security requirements and IT resources.

Familiar with the following tools : MECM, Jamf, Office 365 Suite, macOS Terminal (Bash / Zsh), OneDrive / SharePoint, Box.

com (Enterprise), Zoom, Virtual OS Applications (e.g., VBox, VMware Fusion, Parallels, WSL).

Equivalent combination of relevant education and experience may be substituted as appropriate.

Salary Range

$55,000 + depending on qualifications

Working Conditions

Repetitive use of a keyboard at a workstation.

Climbing of stairs.

Lifting and moving.

Work Shift

Monday Friday, 8am - 12pm; 1pm - 5pm

Position is eligible for flexible work schedule

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 in the first step of the online job application process.

Then, any additional Required Materials will be uploaded in the My Experience section; you can multi-select the additional files or click the Upload button for each file.

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 Jobs.

Before you apply though, 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.

This information will be pulled in to your application. The application is one page and you will need to click the Upload button multiple times in order to attach your Resume, References and any additional Required Materials 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.