Senior Technical Support Specialist / Technical Support Specialist

Senior Technical Support Specialist / Technical Support Specialist

This position is for either a Senior Technical Support Specialist or a Technical Support Specialist depending on the selected candidate's qualifications and UHD business needs. This position will be required to work on campus.

Purpose: These Technical Support positions are one of the first points of contact for technology support and solutions within University Housing and Dining (UHD). Provides computer desktop end-user support and audio-visual support by leveraging technical abilities to problem solve and assist the day-to-day operations of UHD. Assures computer operating problems are responded to and resolved in a timely manner. This includes installing, monitoring, diagnosing, repairing, maintaining, and upgrading all hardware, software, and audio-visual equipment to ensure optimal performance.

Responsibilities:

• Provide timely computer desktop and technology support, various IT services, knowledge, and solutions to UHD end-users. Understand technology issues by listening, asking follow-up questions, taking detailed notes, and using resources to research and solve problems. Always provide excellent customer service.
• Operate and test the functionality of all AV and integrated conference rooms. Perform routine testing and problem diagnosis for projectors, microphones, speakers, amplifiers, and displays. Perform preventative maintenance to resolve problems or identify resolutions to appropriate vendors or manufacturers.
• Perform installation, configuration, repair, maintenance, and upgrades on Windows/Mac hardware (main focus of Windows), related equipment, and various university applications. Related equipment includes but is not limited to desktops, laptops, iPads, Surfaces, printers, and other peripherals.
• Participate in UHD Initiatives. Attend regularly scheduled meetings. Perform special projects and tasks. Perform other duties as assigned.
• Assist with IT inventory.

Required Qualifications

Senior Technical Support Specialist

• High School Degree / GED.
• Three years' experience in installing and configuring Microsoft products, including but not limited to Windows Desktop Operating Systems and Microsoft Office.
• Three years of work experience in IT customer service and/or help desk environment.
• Knowledge of directory services and remote access tools.
• Knowledge of computer and peripheral operations, installation, and troubleshooting.

Technical Support Specialist

• High School Degree / GED.
• Work experience installing and supporting hardware, software, and networked systems in a multi-protocol environment.
• Work experience in IT customer server and/or help desk environment.
• Knowledge of computer and peripheral operations, installation, directory services, remote access tools, and troubleshooting.

Preferred Qualifications

• Experience managing a Citrix Virtual Desktop Environment.
• Experience supporting systems remotely.
• Experience troubleshooting Windows 11.
• Experience managing IT inventory.
• Demonstrated ability to learn quickly.
• Excellent problem-solving and time-management skills.
• Demonstrated ability to take initiative and prioritize multiple projects.

Driving Required

This job requires a class "C" operator's driver's license. The applicant selected must provide a current three year driving record from the current state of residence. If not currently a Texas resident, a Texas driver's license must be obtained within 30 days of becoming a Texas resident. Employees who are required to have a CDL are subject to drug and alcohol testing (pre-employment, post-accident, reasonable suspicion, random, return-to-duty, and follow-up drug and alcohol testing).

Salary Range

Senior Technical Support Specialist: $67,000 + depending on qualifications

Technical Support Specialist: $60,000 + depending on qualifications

Working Conditions

• May work in all weather conditions
• May work in extreme temperatures
• May work around standard office conditions
• May work around chemicals
• May work around electrical and mechanical hazards
• Repetitive use of keyboard at a workstation
• Use of manual dexterity
• Climbing stairs
• Climbing of ladders
• Lifting and moving

Work Shift

• Monday - Friday, 8:00am - 5:00pm. This position will require working on campus.

Required Materials

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

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. 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 UT Jobs. If you are a current University employee, 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 before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

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.

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.

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 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.

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.

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]</li