Healthyhorns Desktop Support Specialist

University of Texas at Austin

9d•$50,000•Onsite

About The Position

We are seeking a skilled, customer‑focused IT professional to join our team as either a Desktop Support Specialist or Senior Desktop Support Specialist, depending on the experience and qualifications of the selected candidate. This role provides hands‑on technical support, contributes to system maintenance, and plays a key part in ensuring a reliable and positive technology experience for departmental users. Candidates with foundational experience in desktop support are encouraged to apply for the Desktop Support Specialist level, while those with advanced expertise, leadership in training/onboarding, and strong documentation skills may be considered for the Senior level.

Requirements

Experience providing desktop or technical support in a professional environment.
Strong troubleshooting skills across hardware, software, and network environments.
Excellent communication and customer service skills.
Familiarity with IT ticketing systems, inventory tools, and standard desktop technologies.
Relevant education and experience may be substituted as appropriate.

Nice To Haves

Bachelor's degree in relevant field and more that three (3) years of experience.
Several years of progressively responsible desktop support experience.
Demonstrated ability to lead training or onboarding initiatives.
Experience developing high‑quality technical documentation.
Expertise in desktop imaging and system standardization.
Ability to manage multiple priorities and respond effectively to urgent issues.
Tier 2 and 3 desktop support experience.
Relevant certifications and/or professional development education

Responsibilities

Provide prompt, courteous support through the central help line and IT ticketing system.
Install, configure, and maintain hardware and software following established standards.
Research technical issues, identify solutions, and escalate or recommend improvements to ADHITS.
Partner with the System Administrator to implement updates, patches, and system changes.
Support team members and assist in other IT operational areas as needed.
Maintain current knowledge of departmental hardware, software, and best practices through ongoing training.
Respond quickly and appropriately to critical system failures, ensuring timely and thorough resolution.
Maintain accurate inventories of desktops, peripherals, and deployed hardware.
Contribute to the creation and maintenance of IT policies, procedures, and technical documentation.
Serve as the primary resource for the IT Training Team.
Lead onboarding efforts for new employees, ensuring a smooth and well‑supported introduction to IT systems.
Develop clear, audience‑focused documentation for processes and procedures.
Maintain and update information across multiple systems, including the knowledge base, ticketing system, and inventory records.
Maintain and update standardized desktop images across the organization.