CRSP Support Technician

The University of Texas at Austin • Austin, TX

6d • Hybrid

About The Position

The CRSP Support Technician provides specialized Tier 1 and Tier 2 technical support for faculty, researchers, and staff working within CRSP-managed secure research environments. This role goes well beyond standard campus help desk support — the technician operates within a federally regulated computing environment where every support interaction has compliance implications. The position is the primary operational contact for day-to-day researcher needs inside the enclave: account access, system issues, onboarding, and compliance-adjacent troubleshooting. The technician works closely with senior engineers to escalate, document, and resolve issues in a manner consistent with CUI requirements, and plays a key role in maintaining the researcher experience without compromising the integrity of the secure environment.

Requirements

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field — or equivalent experience.
• 2+ years of IT support or systems administration experience at a Tier 1/Tier 2 level or above.
• Demonstrated experience supporting users in enterprise or regulated computing environments.
• Working knowledge of Windows and Linux operating systems in networked environments.
• Familiarity with information security fundamentals: access control, user account management, data handling, and incident escalation.
• Strong written and verbal communication skills, with the ability to explain technical concepts and compliance requirements to non-technical research staff.
• Experience with ITSM/ticketing systems (ServiceNow, Jira, or equivalent).
• Ability to manage multiple open tickets simultaneously and prioritize effectively under compliance-driven timelines.
• Ability to work on-site at the SRE facility as needed.
• Must be authorized to work in the United States on a full-time basis for any employer without sponsorship.
• This position requires you to maintain internet service and a mobile phone with voice and data plans to be used when required for work.

Nice To Haves

• Experience supporting users in compliance-regulated environments (CUI, CMMC, HIPAA, ITAR, or similar).
• Familiarity with NIST SP 800-171 or CMMC Level 2 compliance frameworks.
• CompTIA A+, Security+, or equivalent certification.
• Experience with GovCloud or FedRAMP-authorized cloud platforms (Azure GovCloud, AWS GovCloud).
• Familiarity with research computing environments or prior experience supporting academic researchers.
• Experience contributing to compliance artifact development (access logs, onboarding records, SOPs).
• Understanding of CUI data handling requirements and federal research sponsor expectations.

Responsibilities

• Serve as the primary point of contact for CRSP users — receiving, triaging, and resolving support tickets for issues within the Secure Research Environment.
• Provide Tier 1 and Tier 2 troubleshooting for endpoint, application access, connectivity, and account management issues specific to the CUI enclave.
• Escalate complex or compliance-sensitive issues to senior engineers with thorough documentation and context.
• Guide researchers through system access procedures, explaining CUI handling requirements and enclave constraints clearly and accessibly.
• Conduct new user onboarding within the secure environment: account provisioning, orientation, and baseline compliance verification.
• Assist with collection and maintenance of compliance artifacts required for ongoing CUI assessments, including access logs, onboarding records, and training completion documentation.
• Support Technology Control Plan (TCP) tracking and documentation activities for active research projects.
• Contribute to the development and upkeep of user-facing SOPs, knowledge base articles, and training materials tailored to the CRSP environment.
• Identify and flag compliance-adjacent issues encountered during support interactions — communicating findings to senior engineers and the CRSP Director.
• Support senior engineers with routine enclave operations: account lifecycle tasks, access reviews, patch verification, and endpoint compliance checks.
• Monitor enclave system status and escalate anomalies per CRSP incident response procedures.
• Maintain accurate, complete records of all support activities, resolutions, and open issues in the CRSP ticketing system.
• Assist with hardware and peripheral support for SRE workstations and lab environments.
• Participate in CRSP working group sessions and contribute to operational planning as directed.
• Assist with logistics and coordination for compliance activities, training sessions, audits, and assessments.
• Perform other related functions as assigned.

Benefits

• Competitive health benefits (Employee premiums covered at 100%, family premiums at 50%)
• Vision, Dental, Life, and Disability insurance options
• Paid vacation, sick leave, and holidays
• Teachers Retirement System of Texas (a defined benefit retirement plan)
• Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b)
• Flexible spending account options for medical and childcare expenses
• Training and conference opportunities
• Tuition assistance
• Athletic ticket discounts
• Access to UT Austin's libraries and museums
• Free rides on all UT Shuttle and Capital metro buses with staff ID card

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree