Senior Desktop Support Specialist

Job Posting Title:

Senior Desktop Support Specialist

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Hiring Department:

University Development Office

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Non-Exempt

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Earliest Start Date:

Oct 03, 2024

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Position Duration:

Expected to Continue

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Location:

AUSTIN, TX

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Job Details:

General Notes About The University of Texas at Austin

What starts here changes the world.

The University of Texas at Austin, founded in 1883, ranks among the 40 best universities in the world with top national programs across 19 colleges and schools. By creating educational opportunities for all and leading cutting-edge research at scale, the University fosters positive social change, technological advancement, and economic progress showing the world that change really does start here.

Following our 10-year strategic plan, UT will become the world's highest-impact public research university, unleashing knowledge, opportunity and innovation from the heart of Texas.

Learn more about UT's mission and values, leadership and Change Starts Here strategic plan.

Why Join Texas Development?

The University of Texas at Austin is on the front lines of the future: sparking the imagination, driving discovery and transforming lives. And it's only possible because generous supporters believe in the power and promise of our state's flagship university to change the world.

Together, through one of the largest fundraising efforts in our state's history, we will support our people, amplify the unmatched potential of our place, and lead innovation through world-changing pursuits. With nearly $5 billion raised over the past six years, Texas Development is quickly becoming one of the best fundraising programs in higher education.

Texas Development is a dynamic community of more than 450 fundraising professionals across the Forty Acres. We strive to reach the highest levels of achievement and success in all that we do by creating meaningful and powerful experiences for our donors.

Join us and change the world.

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.

Purpose

Reporting to the Director of IT Operations for the University Development Office (UDO), the Senior User Support Specialist provides desktop and end-user application support for the UDO as well as develop and maintain training materials for core applications.

Responsibilities

• Provide Event support for Texas Development community members. Assist with audio/video setup, slide decks, OWLs and other technology needs. Coordinate with local AV/meeting support staff as needed.

• Serve as a primary point of contact for end-user applications and desktop support requests via Service Now from the UDO user community. Triage, resolve, escalate, and document help desk requests as appropriate.

• Provide in-person and virtual technical assistance to customers to analyze, troubleshoot, diagnose, document, and resolve a variety of software, hardware, and network problems.

• Provide support and help desk services for UDO's Constituent Relationship Management (CRM) platform (VIP), constituent engagement platform (Oracle Eloqua and Sales Force Marketing Cloud), as well as other administrative and 3rd party tools.

• Prepare, deploy, and manage new PCs and Macs. Utilize JAMF and MECM/SCCM to manage software deployments, packages, and images. Use Active Directory to manage computer accounts, user groups and distribution lists. Ensure compliance with university security and device policies.

• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation and conference room audio visual equipment, software, and other products.

• Collect, organize, and maintain accurate information including software/hardware asset inventories, security/risk assessment surveys, instructional guides, training materials, warranties, and other software/hardware documentation.

• Provide in-person after hours and on-call support as needed for events, meetings, webinars, and other official business.

• Must be able to drive between offices.

• Develop, maintain and implement training programs to teach UDO staff and partners on pillar applications (VIP, Eloqua, SFMC)

• Other related functions as assigned.

Required Qualifications

Bachelor's degree. Three plus years of experience in a technical IT position providing Tier 1, 2, and 3 macOS and Windows support in a complex network environment. Demonstrated experience performing complex troubleshooting of hardware and software using common online resources if/when internal documentation is not available. Experience supporting and/or administering common infrastructure tools and application suites such as Active Directory, Microsoft Office, Box, VPN, IAM/Directory services, etc. Experience providing end-user support of ERP and/or CRM applications - Workday, Eloqua, Salesforce, Blackbaud, Ellucian Banner/Advance, etc. Experience implementing and enforcing information security and industry best practices for end user devices and peripherals. Experience in IT customer service and/or an IT help desk environment responsible for responding to customers, diagnosing, assessing, recommending, documenting, and delivering solutions. Excellent written and verbal communication skills and a demonstrated understanding of appropriate levels of communication. Experience following and creating technical support procedures and policies. Experience triaging and documenting help desk incidents and requests in a central ticketing system. Experience with in-person and remote support contact methods. Knowledge of fleet management tools, lifecycles, and challenges. Relevant education and experience may be substituted as appropriate.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

Four or more years of the above required experience. Experience in UT Austin IT environment. Experience supporting faculty and staff in a college or university setting. Experience with JAMF and/or SCCM to manage a fleet of Mac and PC devices. Experience with one or more of the following applications: ServiceNow, Code42, Office365. Demonstrated command line proficiency and experience with shell scripting or cross-platform programming languages (common macOS shells, PowerShell, Python). Experience managing UT Austin Mainframe User IDs, EIDs and Service Now. Experience supporting a wide variety of commercial software applications. Experience as a system and/or network administrator. One or more of the following certifications: CompTIA, Security+, Networking+, Apple or Microsoft Support Certifications, and/or other relevant IT industry certifications. Excel on a multi-discipline IT team (e.g., Help Desk/Networking/Systems/Audio & Visual).

Salary Range

$59,000+ depending on qualifications

Working Conditions

• Work performed on concurrent multiple projects under pressure of rigid deadlines and/or time limitations. Work includes remote and onsite.
  May require occasional extended work hours.

Required Materials

• Resume/CV

• 3 work references with their contact information; at least one reference should be from a supervisor

• Letter of interest

Importantfor applicants who are NOT current university employees or contingent workers:You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure thatALLRequired Materials have been uploaded. Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers:As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questionspresented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

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Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

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Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer,complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

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Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

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Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.

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E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university's company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English) [PDF]
• E-Verify Poster (Spanish) [PDF]
• Right To Work Poster (English) [PDF]
• Right To Work Poster (Spanish) [PDF]

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Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.

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