Senior Desktop Support Specialist

Job Posting Title:

Senior Desktop Support Specialist

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Hiring Department:

Walker Department of Mechanical Engineering

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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

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. With 11 undergraduate and 13 graduate programs, over 20 research centers and a faculty community that boasts one of the highest numbers 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.

Purpose

Provide advanced-level IT support for the Walker Department of Mechanical Engineering to meet academic, administrative, and research needs for the Walker Department of Mechanical Engineering.

Responsibilities

• Provide end-user support and IT services by installing, monitoring, diagnosing, repairing, maintaining, securing and upgrading desktop hardware, software, and peripheral equipment to ensure optimal workstation performance. Support mainstream as well as specialized software applications.
• Provide customer-focused desktop support for faculty and staff using strong interpersonal and customer service skills. Coordinate customer needs with existing central IT service offerings.
• Utilize system management tools to maintain computer fleet, manage life cycle processes, develop hardware specifications, ensure adherence to security policies and procedures, and handle administrative tasks as needed.
• Coordinate customer needs for computer equipment including vetting desktop technology for procurement. Manage inventory, preparation, deployment and process equipment for surplus.
• Maintain and update accurate information across several systems including inventory records and knowledge base. Record and track support requests using ServiceNow.
• Troubleshoot endpoint device networking issues, patch/map network ports, plan small projects and assist on larger projects requiring base networking skills as assigned.
• Manage, lead, and participate in IT projects as assigned.

Required Qualifications

• High School diploma or GED.
• Two years of experience providing desktop and related IT equipment support in a business/enterprise environment including Windows and macOS.
• Proficiency with the full spectrum of desktop support from procurement, break/fit issues with hardware and software, to end-of-life processes.
• Basic understanding of network technologies and topologies.
• Experience with common fleet management tools including knowledge of managing Active Directory users, groups and systems sand remote access tools.
• Experience supporting common applications and suites. (e.g., Microsoft Office 365)
• Excellent communication and customer service with the ability to work with minimal supervision in a fast-paced environment with accuracy and attention to detail with sound decision making, problem solving and critical thinking skills. Effective communication with both technical and non-technical employees. Show initiative to solve problems, manage multiple priorities, handle stress with composure and professionalism, and work well on a team.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

• Bachelor’s degree.
• Three or more years of the required experience.
• Relevant certifications and professional development education.
• Experience with triaging help desk incidents and requests in a central ticketing system in a multi-tier IT support environment.
• Strong understanding of deployment methodologies and best practices.
• Active Directory object management and an unde