PRC Senior Desktop Support Specialist

Job Posting Title:

PRC Senior Desktop Support Specialist

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Hiring Department:

Population Research Center

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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:

Nov 01, 2022

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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

This position is expected to be available full-time at the UT Austin main campus upon hire. The work schedule will be 40 hours per week, Monday through Friday, between 8:00 a.m. and 5:00 p.m., to be coordinated with the supervisor. 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. Start date is as soon as possible.

What benefits do I receive with UT?  The university offers an impressive benefits package. For more details on benefits, please see: https://hr.utexas.edu/prospective/benefits and https://hr.utexas.edu/current/services/my-total-rewards .

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.  The remote location must have a reliable internet connection to support working remotely. UT policies on Flexible Work Arrangements are available at https://hr.utexas.edu/current/fwa .

 For more information about the College of Liberal Arts, please visit: https://liberalarts.utexas.edu/ .  

 

Our college seeks to build a supportive, growth-minded community and cultivate outstanding and courageous leaders. For more information on the college staff leadership academy, please visit:

https://liberalarts.utexas.edu/resources-for-faculty-staff/staff-leadership-academy/ .

 For more information on college staff professional development, please visit:

https://wikis.utexas.edu/display/larc/Staff+Professional+Development+Fund .

Purpose

To provide advanced desktop management, end-user support, and central IT services support to faculty and staff affiliated with the Population Research Center.

Responsibilities

• Provide customer-focused remote and onsite end-user support for computers, peripherals, software, and central IT services. Troubleshooting hardware, software, network, and central IT services used at the University, including UTBox, OneDrive, UTBackup, Zoom, MS Teams, Office 365, UTmail, and research statistical and analytical applications across Windows and Mac operating systems.

• Set up, install, repair, and upgrade computer hardware, operating systems, software, and peripheral equipment. Maintain hardware and software documentation. Manage IT inventory, including tagging, tracking, reporting, auditing, and processing equipment for surplus.

• Troubleshooting computer network access, access to data storage services, and central IT services.

• Assist the Senior Systems Administrator with IT projects, desktop security auditing, security patching, and other assigned projects.

• Interact and communicate with peers and customers in a professional, client-focused manner while working both in a team setting and independently with limited direction. Coordinate customer needs for computer equipment and software with the PRC Computing Team.

Required Qualifications

• Three or more years installing, deploying, maintaining, and troubleshooting Windows and Mac operating systems, including system drivers and firmware.

• Three or more years troubleshooting computer hardware, peripherals, software, and network connectivity.

• Two or more years installing and upgrading software; and security patch management of software applications.

• Two or more years of advanced problem-solving and troubleshooting using operational and diagnostic procedures, and critical thinking skills.

• Two years’ experience working directly with customers, providing desk-side/in-person support and remote.

• Core understanding of information security best practices and networking fundamentals.

• Excellent communication and customer service with the ability to work with minimal supervision with accuracy and attention to detail.

• Experience with Jamf, SCCM, Code42, BeyondTrust, and ServiceNow.

• Experience working with Microsoft 365, cloud storage services, Zoom, and other productivity applications.

• Experience with managing and supporting BitLocker and FileVault.

• Knowledge of domain services and local computer workgroups.

• Knowledge of active directory services, client management systems, and remote access support tools.

Preferred Qualifications

• CompTIA Security+ and Microsoft 365 Certified: Desktop Administrator or Apple Certified Support Professional; other IT industry certifications. Relevant education and experience may substitute for one or both of these certifications.

• Degree in Information Technology field; equivalent technological training.

• Four or more years installing, deploying, maintaining, and troubleshooting Windows and Mac computers and peripherals in an academic research computing environment or a University environment, including computer systems storing and processing confidential data.

• Three or more years installing, upgrading, and patching statistical and analytical applications and packages such as SAS, SPSS, Stata, RStudio and R.

• Three or more years configuring computers with strong system security and system hardening for handling confidential data.

• Familiar with UT Austin security policies and procedures.

• Excellent written, verbal, and interpersonal communication skills with a demonstrated ability to tailor technical information to non-technical customers.

Salary Range

$55,000 + depending on qualifications

Working Conditions

• May work around standard office conditions

• Repetitive use of a keyboard at a workstation

• Use of manual dexterity

• Climbing of stairs

• Lifting and moving

• Employee will be required to lift and move computing equipment.

• Work performed on multiple concurrent projects under pressure of rigid deadlines and/or time limitations. May require occasional extended work hours.

Required Materials

• Resume (required for all applicants)

• Letter of interest

• 3 work reference names (with contact information)

Important for applicants that 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: Before you apply, 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. As a current university employee or contingent worker, you MUST apply within Workday by searching for Find Jobs. 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) [PDF]
• E-Verify Poster (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 2021 report here or obtain a copy at University Compliance Services, 1616 Guadalupe, Suite UTA 2.206, Austin, TX 78701.