Technical Support Specialist II, Event & End User Support

UT Southwestern Medical Center • Dallas, TX

9h • Hybrid

About The Position

Provides advanced technical support and operational assistance to end users for software, hardware, and integrated technology systems. This role is primarily aligned with live event, classroom, and exam support, while also encompassing comprehensive end-user computing and device lifecycle responsibilities. The position is hybrid in nature, with most work performed onsite in support of scheduled events, live teaching, and high‑impact activities. Serves as first-line technical support during live teaching sessions, exams, and special events, ensuring assigned rooms are operationally ready and fully functional. Performs pre-session readiness checks for Tier 1 spaces, conducts rapid troubleshooting during live sessions, and documents recurring technical issues to improve service reliability. Maintains assigned-room ownership, ensuring consistent day-to-day readiness and adherence to technical standards. Provides hands-on support for end-user devices and associated peripherals, diagnosing and resolving routine and complex issues related to connectivity, performance, access to data, and application functionality. Performs preventative maintenance, deployment, validation, and decommissioning of end-user devices in alignment with IT asset management and lifecycle processes. Coordinates device deployment and physical validation in collaboration with Software Systems Specialists and maintains portable equipment kits for temporary or pop-up technology setups. Escalates issues as appropriate to Desktop Support (endpoint and network-related issues) or Media Technology teams (system-level AV issues), while acting as a liaison between customers, Information Resources, partner teams, and external vendors to ensure efficient resolution. Supports high-impact events with onsite presence when required and adapts work schedules to meet operational needs. Provides working supervision and peer support to Technical Support Specialists, assists with training new staff, and serves as a subject matter resource for day-to-day technical questions. PLEASE NOTE: This position supports laboratories where students are actively participating in cadaver dissection. This position is eligible for a hybrid work schedule.

Requirements

• High School Diploma or equivalent.
• 4 years related experience required.
• Additional coursework in a related field, such as computer science, management information systems, etc. may be considered on a year for year basis in lieu of stated minimum experience.
• If area of employment requires use of a University-owned vehicle, employee will be required to possess a valid Texas Drivers License, pass a Motor Vehicle Records (MVR) check, and complete drivers training (or van training, if applicable), in accordance with UTS Policy 157, appendix B within 30 Days

Nice To Haves

• Associate's Degree in related field, or
• Bachelor's Degree in related field.
• Apple/Microsoft operating systems experience.
• AV troubleshooting experience.

Responsibilities

• Supports the full end user computing experience to include computer hardware/software, printers, copiers, scanners, audio visual, mobile devices, etc...
• Diagnose and repair routine & complex end user problems to remediation independently or by escalating to senior technical staff or other teams.
• Performs preventative maintenance of end user devices and associated peripherals.
• Lifecycle management of end user devices to include deployment and decommissioning of assets.
• After hours staff will work the Service Desk role as needed.
• Advise customers regarding their technology needs and provide the associated costs and vendor quotes.
• Liaison between customer and Information Resources, partner organizations, or vendors to ensure the efficient operation of the end user computing environment.
• Performs other duties as assigned

Benefits

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100%25 coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees