Desktop Support Specialist, Office of the Vice President for Research, Scholarship, and Creative Endeavors

University of Texas at Austin•Austin, TX

1d•Hybrid

About The Position

The mission of the Office of the Vice President for Research, Scholarship and Creative Endeavors (OVPR) is to foster the expansion of the scale, quality, and impact of scholarly endeavors at UT Austin. We are committed to building capacity, promoting interdisciplinary collaboration, and lowering the barriers and burden involved in scientific and creative inquiry through the development of an investigator-focused infrastructure that supports the needs of UT Austin's research enterprise. This role is responsible for assisting university employees with a wide variety of questions and problems about software, hardware, desktop, network, and systems supported by the OVPR. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware while ensuring optimal system and network performance.

Requirements

Demonstrated experience in IT customer service and/or help desk environment.
Experience installing and supporting hardware, software and networked systems in a multi-protocol environment.
Considerable knowledge of computer and peripheral operations, installation, imaging, and troubleshooting.
Previous success in providing customer-oriented IT service and support within an IT support group.
Excellent interpersonal skills, including verbal, nonverbal, and written communication.
Demonstrated success working independently and in a collaborative team-oriented environment that balances multiple projects.
Ability to maintain and manage information and documentation in an organized manner.
Ability to perform tasks with attention to detail and with discretion for sensitive information.
Relevant education and experience may be substituted as appropriate.

Nice To Haves

More than three years’ experience
A+ certification
Microsoft certification
Apple certification
Experience using SCCM and Jamf for management of PC and Mac systems.

Responsibilities

Serve as a primary point of contact for end-user applications and desktop support requests via Service Now from the OVPR user community.
Triage, resolve, escalate, and document help desk requests as appropriate.
Provide in-person and virtual technical assistance to customers to analyze, troubleshoot, diagnose, document, and resolve a variety of software, hardware, and network problems.
Prepare, deploy, and manage new PCs and Macs.
Utilize JAMF and MECM/SCCM to manage software deployments, packages, and images.
Use Active Directory to manage computer accounts, user groups and distribution lists.
Ensure compliance with university security and device policies.
Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation and conference room audio visual equipment, software, and other products.
Collect, organize, and maintain accurate information including software/hardware asset inventories, security/risk assessment surveys, instructional guides, training materials, warranties, and other software/hardware documentation.
Provide in-person after hours and on-call support as needed for events, meetings, webinars, and other official business.
Conduct office moves and setup of computer equipment, phones, and occasional boxes and/or supplies.
Assist other technical support staff as needed.
Other related functions as assigned.