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.

ResponsibilitiesProvide 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 QualificationsHigh 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 QualificationsBachelor’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 understanding of Group Policy.Experience protecting complex and sensitive user data.Linux support experience.Experience supporting faculty and staff in a higher education IT Support setting.Experience as a system administrator.Experience with specific tools/suites: ServiceNow, Code42, SCCM, Jamf, M365, AppLocker, BeyondTrust (Bomgar), PowerShell, macOS Terminal (Bash/zsh), OneDrive/Sharepoint, Box.com (Enterprise), Zoom, Virtual OS Applications (e.g. VBox, VMware Fusion, Parallels), Solidworks, MATLAB, Mathematica, LabVIEW, CAD software.

Salary Range

$60,000+ depending on qualifications

Working ConditionsStandard office conditions as well as research labs.Repetitive use of computer equipment.Use of manual dexterity.Lifting, moving, installing and transporting equipment.Climbing stairs.

Work ShiftThis position is eligible for a hybrid Flexible Work Arrangement (FWA) (on-campus and remote work).

Required MaterialsResume/CV3 work references with their contact information; at least one reference should be from a supervisorLetter of interest

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume in the first step of the online job application process. Then, any additional Required Materials will be uploaded in the My Experience section; you can multi-select the additional files or click the Upload button for each file. 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.

Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find Jobs. Before you apply though, log-in to Workday, navigate to your Worker Profile, click the Career link in the left-hand navigation menu and then update the sections in your Professional Profile. This information will be pulled into your application. The application is one page, and you will need to click the Upload button multiple times in order to attach your Resume, References and any additional Required Materials noted above.

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Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

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Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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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.

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Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form.  You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States.  Documents need to be presented no later than the third day of employment.  Failure to do so will result in loss of employment at the university.

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E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

E-Verify Poster (English and Spanish) [PDF]Right to Work Poster (English) [PDF]Right to Work Poster (Spanish) [PDF]

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Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.