The University of Texas at Austin Job Posting

 
This posting is Closed

Desktop Support Specialist

Hiring department Engineering
Monthly salary $2,791+ depending on qualifications
Hours per week 40.00 Flexible from 700AM to 600PM
Posting number 17-09-07-01-9314
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

None provided

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

Provide high quality, professional IT and customer service support for the Cockrell School of Engineering and its research groups (such as CRWR, FSEL, NASCENT and CTR). Provide remote assistance and on-site support on main campus, Pickle Research campus and other sites.

Essential Functions

Provides Tier 2 technical field support by troubleshooting and maintaining systems and peripherals and communicating and coordinating with customers and colleagues as appropriate to deliver quality customer service. Provides rapid, front-line, on-site knowledgeable assistance in a variety of areas both on and off campus, to include research centers, academic departments and administrative units to faculty, researchers, staff and students. Provides timely assistance on a scheduled or ad hoc basis either in person or via remote-assistance to proactively address or resolve customer IT needs. Effectively handles classroom, phone, web, and in-person customer service requests while accurately notating requests in work order tools to provide professional, courteous and precise communications to customers. Provides hands-on administration of systems including setup, configuration, usage, security and application installation, patching and licensing. Provides trouble-shooting assistance and on-going user support for a broad-spectrum of hardware, software, printers/scanners, VoIP and networking installations (remote or on-site) to include Windows, Apple and LINUX OSes. Develops documentation and provides training as necessary to help deflect future escalations for a broad spectrum of IT challenges (both proactively and reactively). Ensures compliance with all governing policy: Federal, State, UT System, Campus, School and funding agency requirements. Develops relationships with customers, as their advocate, to ensure consistent alignment with their objectives. Works closely with Tier 1 Service Desk Operations, especially students. Works productively and collaboratively along-side student technicians in fulfillment of tickets in time-constrained environment. Instructs and coaches students to be more effective and enterprise-aligned. Escalates and collaborates with other service tiers, as needed, to deliver highest quality customer service. Discerningly engages additional resources to meet customer needs in timely fashion. Identifies common issues and work cooperatively with other IT staff to provide preventative solutions where beneficial. Provides backup support for ITG services, in general, to fill gaps (remotely and on site).

Licenses: Class "C" Operator's Driver's License. Applicant selected must provide a current three year Driving Record from the current state of residence. If not currently a Texas resident, must obtain a Texas Driver's License within 30 days after entering Texas as a new resident.

Marginal/Incidental functions

Other related functions as assigned.

Required qualifications

High School or GED equivalent with two or more years of professional computer support experience. Two years of experience supporting desktop computers running Windows in a domain network environment. Experience with support systems and remote desktop technologies. Demonstrated ability to maintain compliance, documentation, and reporting requirements. Ability to effectively and efficiently troubleshoot computer hardware. Proven ability to follow direction, take initiative, and develop strong interpersonal relationships. Ability to effectively communicate and advise on complex and simple matters with persons on all levels both internal and external to the organization. Ability to work effectively in an atmosphere of multiple projects, shifting priorities, and strict deadline pressures.

Preferred Qualifications

Bachelor's degree. Four or more years of professional computer support experience. Professional experience in a university setting. Prior experience maintaining Active Directory computers and user groups. Limited experience with automated system management software such as SCCM, Absolute Manage, or LANDesk. Prior experience with computer image and application deployment. Prior experience with scripting languages such as PowerShell or VBScript.

Working conditions

May work around standard office conditions May work around electrical and mechanical hazards Repetitive use of a keyboard at a workstation Use of manual dexterity Lifting and moving The working environment includes office and classroom settings as well as research center learning environments at both main and research campuses. Must be able to travel to other university buildings, both on and off campus.

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