Desktop Support Specialist

University of Texas at Austin

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About The Position

Liberal Arts Instructional Technology Services (LAITS) is searching for a new member to join our vibrant Computer Support team. The Computer Support team provides best-in-class customer service and technical support to 2000+ faculty and staff across various departments at the University of Texas at Austin. LAITS Computer Support provides remote support utilizing Amazon Connect and BeyondTrust Remote Support. We also provide in-person support by utilizing our Service Desks (SDs) for walk-ups and going desk-side to offices and classrooms. In this position, you will be the face of support for LAITS and will be tasked with providing the best support experience for all our customers.

Requirements

• Professional experience providing customer service.
• Experience installing and supporting hardware, software and networked systems in a multi-protocol environment.
• Demonstrated experience in IT customer service and/or help desk environment.
• Excellent interpersonal skills, including verbal, nonverbal, and written communication.
• Demonstrated ability to work as part of a team and independently with limited direction.
• Ability to maintain and manage information and documentation in an organized manner.
• Relevant education and experience may be substituted as appropriate.

Nice To Haves

• Bachelor's degree.
• More than 1 year of experience supporting Windows and macOS computers in a networked environment.
• Experience supporting a wide variety of commercial and educational software applications.
• Experience using IT customer support systems and remote desktop technologies.
• Experience supporting wired / wireless networks.
• Professional experience in a university setting.

Responsibilities

• Triage, resolve, escalate, and document help desk requests submitted by phone, chat, in-person and remotely.
• Provide in-person and remote technical assistance to customers and other support specialists to analyze, troubleshoot, diagnose, document, and resolve software, hardware, and network problems.
• 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.
• Utilize JAMF and SCCM to manage software deployments, packages, and configurations.
• Conduct office moves and setup of computer equipment, phones, and occasional boxes and/or supplies.
• Other duties as assigned by manager, director or team lead(s).

Benefits

• 100% employer-paid basic medical coverage for employee
• Optional medical insurance for employee’s dependents - up to 50% employer-paid
• Optional dental, vision, and term life insurance for employees and dependents
• Paid holiday time off each year; state legislature determines the number of holidays
• 12 days of paid vacation time off per year for new employees
• 12 days of paid sick leave per year
• Matching contribution to Teacher Retirement System (TRS)
• Staff Tuition Assistance Program
• Access to Recreation & Health Facilities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 251-500 employees