Service Desk and Field Services Technician

Job Posting Title:

Service Desk and Field Services Technician

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Hiring Department:

Cockrell School of Engineering

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

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

As a top-10 engineering school with the No. 1 program in Texas, the Cockrell School of Engineering at The University of Texas at Austin has been a global leader in technology innovation and engineering education for over a century. The Center for Transportation Research (CTR) is a multidisciplinary and multimodal research institute situated within the Cockrell School. With 11 undergraduate and 13 graduate programs, over 20 research centers and a faculty community that boasts one of the highest number of National Academy of Engineering members among U.S. universities, Texas Engineering has launched some of the nation's most accomplished leaders and pioneered world-changing solutions in virtually every industry, from space exploration to energy to health care. Situated in the heart of Austin - named "America's Coolest City" by Expedia and "The Best Place to Live in the U.S." by U.S. News and World Report - the Cockrell School embodies the city's innovative spirit. Major companies with Austin campuses, such as Dell, National Instruments, Apple, IBM, Samsung, Google, and many others, continue to recruit Cockrell School students at a remarkable rate, launching thousands of successful careers and developing Texas Engineers into industry leaders.

UT Austin, recognized by Forbes as one of America’s Best Large Employers, provides outstanding employee benefits and total rewards 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 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

Purpose

Share responsibility for sustaining the daily operations of Service Desk & Field Service. Responsible for desktop, laptop, printer and peripheral support. Devotes significant percentage of work schedule to providing technical support on Main campus; as well as at PRC and WPR locations.

Responsibilities

• Effective handling of Service Desk phone support, web client requests, and in-person customer service requests while accurately notating requests in work order tools to provide professional, courteous, and precise communications to customers.

• Daily hands-on troubleshooting/resolution support of WindowOS, MacOS, networking, printers, peripherals, software, and underlying infrastructure (via remote assistance or on-site).

• Provide rapid front-line knowledgeable assistance in a variety of IT areas (Research Centers, Academic Departments, and Administrative Units to faculty, researchers, staff, and students).

• Direct administration of systems, including setup, configuration, operation, network connectivity, VoIP, security and application installation, update, patching and licensing.

• Help ensure compliance with all governing policy: Federal, State, UT System, Campus, School and funding agency requirements.

Required Qualifications

• Knowledge of a broad spectrum of hardware, software, and networking IT components, from system administration to installation, operations, and troubleshooting with MS Windows, Apple, domains, directory and account services, application configuration, user accounts, security systems, protocol layering and much, much more.

• Knowledge of active directory, imaging tools, and remote support tools.

• Excellent customer service and interpersonal skills.

• Effective communications with both technical and non-technical employees.

• Ability to work as part of a team and independently.