The University of Texas at Austin Job Posting

 
This posting is Closed

Help Desk Specialist

Hiring department ITS Customer Support
Monthly salary $3,500+ depending on qualifications
Hours per week 40.00 Standard from 800AM to 500PM
Posting number 17-08-24-01-9311
Job Status Closed
FLSA status Non-exempt
Earliest Start Date Immediately
Position Duration Funding expected to continue
Position open to all applicants
Location Austin (main campus)
Number of vacancies 1
General Notes

Must be authorized to work in the United States on a full-time basis for any employer.

Required Application Materials

  • A Resume is required in order to apply
  • A Letter of Interest is required in order to apply.
  • A List of 3 References is required in order to apply.

Additional Information

Purpose

Responsible for assisting university employees, faculty and students with a wide variety of questions and requests related to enterprise services, business processes, software, hardware, desktop, network and systems supported by schools, colleges, or campus units.

Essential Functions

Addresses and manages service questions, requests, incidents and monitors their status through resolution. Identifies opportunities to enhance service quality; suggests process improvements and their movement to appropriate service tiers; collaborates with team, support partners, service owners, and system administrators to achieve high quality service delivery and customer support. Participates in project work and customer liaison program as assigned. Creates, edits and modifies internal and external facing knowledge as required to meet operational goals. Works with multiple formats including standard office files, wikis and other knowledge base platforms. Reviews existing knowledge base articles, evaluates content for revision, retirement, archiving or migration. Mentors less experienced staff and student workers; supports daily operations including gathering, reporting and analysis of service metrics.

Marginal/Incidental functions

Other related functions as assigned.

Required qualifications

Ability to work successfully within a tiered team of support staff and provide excellent customer service; ability to initiate work independently and develop new technical skills as technology evolves. Demonstrated ability to interact in a professional manner with all levels of faculty, staff, students and external customers. Experience explaining computer, software and business operations to technical and non-technical audiences. Experience troubleshooting issues relevant to enterprise technology systems, software, identity management, infrastructure and business processes associated with or independent of technology systems. Experience using incident and request tracking software systems. ITIL v3 level certification. Equivalent combination of relevant education and experience may be substituted as appropriate.

Preferred Qualifications

Bachelor's degree or higher. Three or more years of experience supporting customers with technology and business service needs. One to two years of experience providing tier 2 support at UT Austin or an equivalent peer institution of higher education.

Working conditions

May work around standard office conditions Repetitive use of a keyboard at a workstation Use of manual dexterity

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