Senior Desktop Support Specialist

2 weeks ago

Austin, United States University of Texas at Austin Full time

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 UDOs 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.

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