Senior Desktop Support Specialist, Office of the Vice President for Research, Scholarship and Creative Endeavors

Job Posting Title:

Senior Desktop Support Specialist, Office of the Vice President for Research, Scholarship and Creative Endeavors

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Hiring Department:

Office of the Vice President for Research, Scholarship and Creative Endeavors

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Non-Exempt

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Earliest Start Date:

Immediately

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Position Duration:

Expected to Continue

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Location:

AUSTIN, TX

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Job Details:

General Notes

UT Austin offers a competitive benefits package that includes: 

• 100% employer-paid basic medical coverage 
• Retirement contributions
• Paid vacation and sick time
• Paid holidays
• Eligible for hybrid work as necessary
• Please visit our Human Resources (HR) website to learn more about the total benefits offered.

Purpose

Responsible for assisting university employees with a wide variety of questions and problems about software, hardware, desktop, network, and systems supported by the Office of the Vice President for Research, Scholarship and Creative Endeavors (OVPR). This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware while ensuring optimal system and network performance.

Responsibilities

• Serve as a primary point of contact for end-user applications and desktop support requests via Service Now from the OVPR user community. Triage, resolve, escalate, and document help desk requests as appropriate. Provide in-person and virtual technical assistance to customers to analyze, troubleshoot, diagnose, document, and resolve a variety of software, hardware, and network problems.
• Prepare, deploy, and manage new PCs and Macs. Utilize JAMF and MECM/SCCM to manage software deployments, packages, and images.
• Use Active Directory to manage computer accounts, user groups and distribution lists. Ensure compliance with university security and device policies.
• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation and conference room audio visual equipment, software, and other products.
• Collect, organize, and maintain accurate information including software/hardware asset inventories, security/risk assessment surveys, instructional guides, training materials, warranties, and other software/hardware documentation.
• Provide in-person after hours and on-call support as needed for events, meetings, webinars, and other official business.
• Conduct office moves and setup of computer equipment, phones, and occasional boxes and/or supplies.
• Assist other technical support staff as needed.
• Other related functions as assigned.

Required Qualifications

Considerable knowledge of computer and peripheral operations, installation, imaging, and troubleshooting. Previous success in providing customer-oriented IT service and support within an IT support group. Excellent interpersonal skills, including verbal, nonverbal, and written communication. Demonstrated success working independently and in a collaborative team-oriented environment that balances multiple projects. Ability to maintain and manage information and documentation in an organized manner. Ability to perform tasks with attention to detail and with discretion for sensitive information. Must be authorized to work in the U.S.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

More than five years’ experience, A+, Microsoft or Apple certifications. Experience using SCCM and Jamf for management of PC and Mac systems.

Salary Range

$60,000 + depending on qualifications

Working Conditions

• Work around standard office equipment.

• May require occasional weekends and evenings.

• Travel to various locations on campus and around Austin may be required.

Required Materials

• Resume/CV

• 5 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.

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