Desktop Support Specialist - Austin, United States - University of Texas at Austin

University of Texas at Austin
University of Texas at Austin
Verified Company
Austin, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Job Posting Title:
Desktop Support Specialist

  • Hiring Department:
College of Fine Arts

  • Position Open To:
All Applicants

  • Weekly Scheduled Hours:
40

  • FLSA Status:
Non-Exempt

  • Earliest Start Date:
Immediately

  • Position Duration:
Expected to Continue

-
Location:


UT MAIN CAMPUS

  • 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.

Purpose


To provide various forms of technical support in a predominantly Mac environment, to the faculty and staff within the College of Fine Arts to meet business, creative, instructional, and research needs.


Responsibilities:

  • Change Management: Assist in facilitating IT asset change management for the Fine Arts IT team processes including: 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: Troubleshoot endpoint device networking issues, patch/map in comm closets, plan small projects and assist on larger projects requiring base networking as assigned.

Required Qualifications

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

  • Providing 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:

  • Demonstrated proficiency with macOS and Windows platforms in a networked environment.
  • Ability to provide effective customer support through incident management ticketing system in a tiered 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.

Required Competencies:

  • Effective Communications
  • Service Excellence
  • Accuracy and Attention to Detail
  • Managing Multiple Priorities/Triage
  • Initiative
  • Teamwork
  • Relevant education and experience may be substituted as appropriate._


Preferred Qualifications- Experience supporting faculty and staff in a college or university setting.- Experience in UT Austin IT environment.- Experience working in a multi-discipline IT team environment (e.g., Help Desk/Networking/Systems/Audio & Visual).- Experience managing multifunction network printers.


Any or combination of the following certifications:

  • CompTIA A+ or other IT industry certifications relevant to skill

Experience with specific tools:

  • Service Now
  • Office 365 Suite
  • Code 42
  • JAMF
  • BeyondTrust (Bomgar) macOS Terminal/Command LineSalary
$55,000, fixed salary


Working Conditions- This position is eligible for a Hybrid Flexible Work Arrangement (remote + on-campus).- Repetitive use of a keyboard and a mouse at a workstation- Prolonged screen time- Use of manual dexterity.- Use of visual and audio tools.- Lifting, moving and transporting equipment.- Climbing stairs.

Required Materials- Resume/CV- 3 work references with their contact information; at least one reference should be from a supervisor- Letter of interest

  • Employment Eligibility:
  • Retirement Plan Eligibility:
  • Background Checks:
A criminal history background check will be required for finalist(s) under consideration for this position.

  • Equal Opportunity Employer:
The University of Texas at Austin, as an

equal opportunity/affirmative action employer

, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

  • Pay Transparency:
The University of Texas a
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