System Administrator

University of North Texas System • Denton, TX

2d • $51,744

About The Position

The System Administrator provides Tier 2 Service Desk support for CAS IT’s supported units (COS, CLASS, and COI) through a shared queue rather than a fixed college assignment. The role alternates between phone and walk-in coverage and ticket resolution, with ticket resolution as the default when calls are not active. It also provides in-person support across the main campus and Discovery Park, including research labs, clinics, and departmental lab setups.

The position implements, maintains, documents, and decommissions devices and software, including exceptions to standard configurations for faculty, staff, labs, and clinics. It handles sensitive information within CAS IT’s scope and requires independent work across a broad range of technical needs and applications. Access to labs with chemicals or other hazards is rare and always accompanied by research personnel. The schedule is Monday through Friday, 8 a.m. to 5 p.m.; rare off-hours work may be needed for special projects or time-sensitive support.

Requirements

• Bachelor’s degree in a related field and three years of related computing work experience, or an equivalent combination of education, training, and experience.
• Considerable knowledge of computing and communications network principles and of computing hardware and software used in distributed environments.
• Ability to operate computer keyboards and install computer hardware.
• Ability to assimilate, retain, and use technical and application-oriented information.
• Ability to work independently across a wide range of technical needs.
• Ability to handle sensitive information within CAS IT’s scope.

Nice To Haves

• Experience troubleshooting and configuring Windows, macOS, and Linux operating systems.
• Experience answering phones and providing remote access and chat support in a help desk or service desk environment.
• Experience in higher education and working with sensitive HIPAA and FERPA information.
• Experience documenting exceptions and unique setups.
• Experience with ServiceNow.
• Experience with JAMF, PowerShell, PowerBI, and Active Directory (AD).
• Working knowledge of AI technologies and their practical application in business and academic environments.

Responsibilities

• Provide phone and walk-in support to faculty and staff in CAS IT’s supported units (COS, CLASS, and COI) via Amazon Connect.
• Resolve tickets in the shared ServiceNow queue, prioritizing by severity (P1 first) and then first-in-first-out within each priority level.
• Provide hands-on technical support at faculty and staff worksites across the main campus and Discovery Park, including setup, troubleshooting, and equipment moves.
• Document, install, maintain, and properly decommission supported and excepted devices and software for faculty, staff, departmental labs, research labs, and clinics.
• Support research labs, clinics, and departmental lab setups, implementing and documenting exceptions to standard configurations.
• Assess and escalate tickets outside the support scope using independent judgment, without requiring prior approval.
• Assist CAS IT with special projects and time-sensitive work, which may occasionally require off-hours support.

Benefits

• Flexible hours and remote work arrangements.
• UNT scholarship for the employee and immediate family, described as roughly 66% savings.
• 36 days of PTO with yearly accrual for vacation and sick leave.
• Clear and reasonable work priorities.
• Transparent leadership.

What This Job Offers

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