Senior Desktop Support Specialist, Texas McCombs

University of Texas at Austin

1d•Onsite

About The Position

Texas McCombs is a top business school at the center of one of the most innovative cities in the U.S. The McCombs community champions hands-on experiences alongside the ground-breaking research and thought leadership of a world-class faculty. The collaborative spirit and enterprising drive of the Longhorn alumni network, one of the largest university networks in the world, is embedded in our culture, making us human-centered and future-focused in all our endeavors. We are shaping those who will shape tomorrow, and solving challenging problems while remaining committed to creating a community that is dynamic, supportive, and challenging. What starts here really does change the world. As a member of the McCombs Technology Solutions team, the Senior Desktop Support Specialist will provide system-level administration and support for the workstation fleet, networking, and security at the McCombs School of Business.

Requirements

Minimum of three years of professional experience in business/enterprise fleet management of Windows OS in a centrally managed environment, including using common tools such as SCCM/MECM, Intune, Active Directory, and Group Policy.
Familiarity with commonly used concepts, practices, procedures, and tools for supporting and maintaining macOS.
Knowledge of ITSM and ITIL concepts and practices.
Process-oriented with excellent documentation skills.
Ability to create and maintain technical and operational documentation.
Core understanding of information security best practices and networking fundamentals.
Ability to work independently with minimal supervision and as part of a team.
Excellent communication and customer service skills, with the ability to work independently with accuracy and attention to detail.
Strong decision-making, problem-solving, and critical thinking skills.
Relevant education and experience may be substituted as appropriate.

Nice To Haves

Bachelor’s degree in a relevant field and more than three years of experience.
Relevant certifications and/or professional development education.
Tier 2 and 3 desktop support experience.
Experience managing a computer lab environment.
Understanding of PowerShell scripting fundamentals.
Ability to manage multiple tasks and projects with tight deadlines.
Experience with specific tools, including MECM, Jamf, Code42, ServiceNow, OneDrive/SharePoint/Office 365, Box, VBox/VMware Fusion, and Parallels

Responsibilities

Provide in-person user support and hardware troubleshooting for Windows, macOS and related software.
Administer the Computer Lifecycle Management Program.
Implement and enforce information security and industry best practices for end-user devices and peripherals.
Provide basic network management and troubleshooting in coordination with the campus-level network support team.
Assist with inventory management and the performance of annual equipment inventory.
Document processes clearly and concisely, ensuring they are audience focused.
Maintain and update accurate information across several systems, including knowledge base, ticketing system, and inventory records.
Collaborate effectively with team members on various projects and departmental initiatives.
Offer customer application consulting, evaluation, and recommendations.
Assist with the management of the Service Desk as needed.
Other related functions as assigned.