Senior Desktop Support Specialist, College of Fine Arts

Job Posting Title:

Senior Desktop Support Specialist, College of Fine Arts

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Hiring Department:

College of Fine Arts

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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:

UT MAIN CAMPUS

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Job Details:

General Notes

The College of Fine Arts is the college of creativity at The University of Texas at Austin—a home for artists, performers, designers, scholars, educators, makers and creatives ready to change the world. 

 

The College of Fine Arts is looking for a talented and motivated individual to join our team as a Senior Desktop Support Specialist. The ideal candidate will be responsible for providing various forms of technical support in a predominantly Mac environment, to the faculty and staff in order to help meet business, creative, instructional, and research needs.  

This job description may not contain all assigned duties, responsibilities, or aspects of the job described. Even if you don't qualify or have specific experience in every facet of this role, we encourage you to apply for any role you're personally interested in and excited to drive positive change at the College of Fine Arts.

This position is eligible for a hybrid Flexible Work Arrangement (FWA) (on-campus and remote work). FWA arrangements are subject to manager approval and may shift due to changes in business needs. 

Responsibilities

• Customer-Focused Support: Provide customer focused Tier 1, 2 and 3 remote and onsite end-user support for computers, peripherals, and IT services by installing, monitoring, diagnosing, repairing, maintaining, imaging and upgrading computer hardware, software, and peripheral equipment to ensure optimal workstation performance and data backup. Support mainstream as well as specialized software applications. Coordinate customer needs with existing external IT service offerings.

• Change Management: Facilitate IT asset change management for the Fine Arts IT team processes including: Vet desktop technology for procurement, inventory, preparation, deployment and process equipment for end of life.

• Computer Lab Support: Provide computer lab and other kiosk-based device support including imaging, incident resolution and change management.

• System Maintenance: Maintain and update accurate information efficiently across several systems, including but not limited to: support issues, procurement and inventory management. Record and track support requests using incident and request management systems.

• Projects as Assigned: Manage small, medium and large-scoped projects, assist on other projects as assigned

• Operational Network Planning and Support: Trouble shoot endpoint device networking issues, plan small projects requiring base networking and assist on larger projects requiring base networking as assigned.

• Manage Hourly Employees: Assign scheduling, manage work load and assess performance for COFA IT student employees.

Required Qualifications

Minimum of three years of work experience in the following areas: 

• Providing Tier 1, 2 and 3 macOS and Windows desktop support in an IT Help Desk environment to end users by responding to customers, diagnosing, assessing, recommending and delivering solutions. 

• Performing thorough troubleshooting, maintenance, upgrades, installations, and configurations on hardware, software, and peripherals on computers that contain critical organizational data, perform vital workflow and connect to a variety of secure servers and cloud-based services. 

• Protecting complex and sensitive user data on enterprise computers in storage and in transit as an IT custodian. 

• Triaging help desk incidents and requests in a central ticketing system 

• Using phone, in-person and remote support contact methods. 

Industry Technical Skills:

• Knowledge and Experience in supporting common applications and suites. (e.g., Microsoft Office 365). 

• Demonstrated proficiency with macOS and Windows platforms in a networked environment. 

• Demonstrated proficiency with Active Directory object management. 

• Ability to provide effective customer support through incident management ticketing system in a tiered 1, 2 and 3 support model. 

• Skills to execute information security best practices for machine hardening (OS and software layer) with user data and workflows.

• Ability to follow technical support procedures and policies.  <