The University of Texas System - Austin, TX
posted about 1 month ago
Part-time - Entry Level
Austin, TX
Educational Services
About the position
The Desktop Support Specialist plays a crucial role in the Department of Aerospace Engineering and Engineering Mechanics at The University of Texas at Austin. This position is responsible for providing technical support and assistance to faculty, staff, researchers, and students, ensuring the optimal performance of computer hardware and software in a highly computational research environment. The Specialist will troubleshoot issues, maintain equipment, and support network solutions, contributing to the department's cutting-edge research initiatives.
Responsibilities
- Provide in-person user support and troubleshooting for software applications on laptops and desktops running Linux, macOS, and Windows.
- Provide skilled technical work related to the installation and maintenance of software and hardware in a personal computer environment.
- Maintain and update customer support interactions and resolutions using established ticketing system.
- Help define, implement, and support network solutions for the department's printing facilities.
- Assist with inventory management and the performance of annual equipment inventory.
- Participate in other system related activities including purchasing supplies, networking, and other position functions as assigned.
- Assist users and troubleshoot audio-visual issues in the ASE classrooms, conference rooms and meeting spaces.
- Conduct office moves and setup of computer equipment, phones, and occasional boxes and/or supplies.
- Perform other related functions as assigned.
Requirements
- 1-3 years of experience with computer and peripheral operations, installation, and troubleshooting.
- Experience using directory services and remote access tools.
- 1-3 years of demonstrated experience in IT customer service and/or help desk environment.
- Experience with email clients, setup and support of email services in a personal computer environment.
- Experience providing support for Microsoft Outlook, calendaring, and Office 365.
- Familiarity with Linux, Mac, and Windows operating systems.
- Excellent written and oral communication skills, a strong command of the English language and the ability to effectively communicate with both technical and non-technical users.
- Demonstrated customer service mindset with the ability to work with minimal supervision in a fast-paced environment with accuracy and attention to detail using sound decision making, problem solving and critical thinking skills.
- Ability to work independently and with team members.
- Demonstrated ability to show initiative to solve problems and manage multiple priorities.
Nice-to-haves
- Bachelor's degree in Computer Science or equivalent.
- Three (3) or more years' experience in IT customer service and/or help desk environment working closely with faculty, staff, research staff, and students.
- Experience with triaging help desk incidents and requests in a central ticketing system in a multi-tier IT support environment.
- Experience in a higher education IT support setting.
- Familiarity with university-level desktop security requirements and IT resources.
- Familiar with the following tools: MECM, Jamf, Office 365 Suite, macOS Terminal (Bash/Zsh), OneDrive/SharePoint, Box.com (Enterprise), Zoom, Virtual OS Applications (e.g., VBox, VMware Fusion, Parallels, WSL).
Benefits
- Competitive health benefits (employee premiums covered at 100%, family premiums at 50%)
- Voluntary Vision, Dental, Life, and Disability insurance options
- Generous paid vacation, sick time, and holidays
- Teachers Retirement System of Texas, a defined benefit retirement plan, with 8.25% employer matching funds
- 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
- Robust free training access through LinkedIn Learning plus professional conference opportunities
- Tuition assistance
- Expansive employee discount program including athletic tickets
- Free access to UT Austin's libraries and museums with staff ID card
- Free rides on all UT Shuttle and Austin CapMetro buses with staff ID card
