Senior Desktop Support Specialist

University of Texas at Austin

1d • $58,000 • Onsite

About The Position

The Senior Desktop Support Specialist provides senior-level technical support for end-user computing environments, serving as an escalation point for complex hardware, software, and connectivity issues across the organization. This role delivers in-person and virtual support to ensure reliable, secure, and efficient technology services for staff. In addition, the position is responsible for endpoint fleet deployment and lifecycle management across Mac and Windows platforms, ensuring devices are properly configured, compliant, and supported throughout their use. The Senior Desktop Support Specialist works independently, collaborates closed with IT Operations peers, and contributes to stable, well-managed desktop computing services.

Requirements

• Bachelor’s degree or equivalent combination of education and relevant experience.
• Demonstrated experience providing advanced desktop support in a mixed Mac and Windows enterprise environment.
• Strong troubleshooting skills across hardware, software, and basic network domains.
• Experience working within a service desk or ITSM environment (e.g., ServiceNow).
• Strong customer service skills and ability to communicate technical concepts to non-technical users.
• Relevant education and experience may be substituted as appropriate.

Nice To Haves

• Hands-on experience with endpoint management platforms, including JAMF, MECM/SCCM, and Intune.
• Experience with Active Directory and endpoint security and compliance practices.
• Familiarity with enterprise administrative or CRM-related applications.
• Experience supporting audiovisual technologies and live events.

Responsibilities

• Senior Technical Support & User Assistance Provide in-person and virtual technical assistance to analyze, diagnose, troubleshoot, resolve, and document hardware, software, and network-related issues. Serve as a senior escalation point for complex or non-routine desktop and endpoint support issues.
• Service Desk Operations Serve as a primary point of contact for desktop and application support requests submitted through ServiceNow. Triage requests, resolve issues where appropriate, and escalate incidents to internal teams or vendors as needed. Ensure accurate, timely documentation of incidents, service requests, and resolutions.
• Endpoint Deployment & Fleet Management Prepare, deploy, configure, and manage desktop and laptop computer for Mac and Windows environments. Manage endpoint deployments and configurations using JAMF and MECM/SCCM. Maintain Active Directory objects related to endpoint systems. Ensure devices meet organizational security, compliance, and configuration standards throughout their lifecycle.
• Hardware, Peripheral & System Maintenance Install, configure, test, maintain, monitor, and troubleshoot end-user hardware, peripherals, printers/scanners, audiovisual equipment, and related software.
• Systems, Inventory & Documentation Maintain accurate hardware and software inventories, including warranties, lifecycle tracking, and related documentation. Support the upkeep of security and risk-related records and standard operating documentation.
• Event & After-Hours Support Provide technical and audiovisual support for organizational events, meetings, and presentations, including coordination with local AV or facilities staff. Participate in scheduled after-hours or on-call support as required; this support is episodic and tied to specific events or business needs.
• Additional duties as assigned. Perform other related duties as assigned in support of IT Operations objectives.

Benefits

• The University provides a competitive benefits package that includes insurance and retirement benefits in addition to other programs and services.
• Texas Development supports growth by offering professional development opportunities that help every team member accomplish their goals, enrich their skillset and deepen their engagement with UT.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level