System Administrator

University of North Texas System • Denton, TX

4d • $51,744

About The Position

The System Administrator provides Tier 2 Service Desk support for CAS IT's supported units (COS, CLASS, and COI), working from 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 provides in-person support across the main campus and Discovery Park as needed, including research labs, clinics, and departmental lab setups. The position implements, maintains, and documents unique department and lab requirements, handles sensitive information within CAS IT's scope, and supports a wide variety of applications and needs across the faculty base with minimal supervision.

The role supports faculty and staff through Amazon Connect and resolves tickets from the shared ServiceNow queue, prioritizing by severity and then first-in-first-out order within each priority level. It also provides hands-on setup, troubleshooting, equipment moves, device and software lifecycle support, and assistance with special projects or time-sensitive work. Rare off-hours needs may arise in support of UNT's education and research mission. Access to labs involving chemicals or other hazards is rare and always accompanied by research personnel. The regular work schedule is Monday through Friday, 8 a.m. to 5 p.m.

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 provide support across main campus and Discovery Park locations, including research labs, clinics, and departmental lab setups.

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 across CAS IT's supported units (COS, CLASS, and COI) via Amazon Connect.
• Resolve tickets from the shared ServiceNow queue, prioritizing P1 tickets first and then using first-in-first-out order within each priority level.
• Provide in-person technical support at faculty and staff worksites across the main campus and Discovery Park, including hands-on 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 role's support scope using independent judgment without prior approval.
• Assist CAS IT with special projects or time-sensitive work, including rare off-hours needs in support of UNT's education and research mission.
• Handle sensitive information within CAS IT's scope.

Benefits

• Flexible hours and remote work arrangements.
• UNT scholarship for employees 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