Senior Desktop Support Specialist

The University of Texas at Austin•Austin, TX

9d•Onsite

About The Position

The Texas Advanced Computing Center (TACC) at The University of Texas at Austin is one of the leading supercomputing centers in the world, supporting advances in computational research by thousands of researchers and students. TACC staff help researchers and educators use advanced computing, visualization, and storage technologies effectively, and conduct research and development to make these technologies more powerful, more reliable, and easier to use. TACC staff also educate and train the next generation of researchers, empowering them to make discoveries that advance knowledge and change the world. Must be eligible to work in the US on a full-time basis for any employer without sponsorship. Purpose This position serves as the first point of contact for technology support and solutions within Texas Advanced Computing Center (TACC) providing computer desktop end-user support and audio-visual support by leveraging technical abilities to solve problems and assist the day-to-day operations of TACC. Ensure that computer operating issues are promptly identified and resolved which may include installing, monitoring, diagnosing, repairing, maintaining, upgrading hardware, software, and audio-visual equipment to ensure optimal performance.

Requirements

Professional experience providing technical support in a research focused environment.
Experience installing and supporting hardware, software and networked systems in a multi-protocol environment
Experience with Windows and MacOS environments, including Office suites and common configuration practices.
Strong troubleshooting skills across hardware, software, and network environments.
Excellent interpersonal skills, including verbal, nonverbal, and written communication.
Knowledge of computer and peripheral operations, installation, and troubleshooting.
Relevant education and experience may be substituted as appropriate.

Nice To Haves

Experience with JAMF MDM software, or equivalent.
More than 3 years of building desktop support experience.
Experience in developing technical documentation.
Knowledge in desktop imaging and standardization.
Relevant certifications and/or development education.

Responsibilities

Provide prompt computer desktop and technology support, various IT services, knowledge, and solutions to TACC end-users through in-person assistance and our internal ticketing system.
Understand technology issues by assessing through listening and asking follow-up questions. Research and identify solutions and escalate when appropriate.
Operate and assess the functionality of all AV and integrated conference rooms.
Perform routine testing and problem diagnosis for projectors, microphones, speakers, amplifiers, and displays.
Perform preventative maintenance to resolve problems or identify resolutions to appropriate vendors or manufacturers.
Perform installation, configuration, repair, maintenance, and upgrades on Windows/Mac hardware (primarily MacOS), related equipment, and various other applications. Related equipment includes but is not limited to desktops, laptops, printers, conference room equipment, and other peripherals.
Partner with the System Administrator to implement updates, patches, and system changes to managed hardware.
Respond quickly and appropriately to critical system failures, ensuring timely and thorough resolution.
Assist onboarding efforts for new employees, ensuring a smooth and well‑supported introduction to IT systems.
Maintain and update standardized desktop images across the organization.
Attend regularly scheduled meetings.
Perform special projects, tasks and other duties as assigned.
Assist with IT inventory.