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IT Support Specialist II

2 months ago

Austin, Texas, United States University of Texas at Austin Full time

Job Posting Title:

Technical Analyst II

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Hiring Department:

University of Texas at Austin

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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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Job Overview:

The Office of Information Technology at the University of Texas at Austin is seeking a Technical Analyst II. This role requires flexibility to work during demanding hours, including nights, weekends, and holidays, as well as availability for 24/7 support as needed.

Role Purpose:

Under the direct supervision of the IT Operations Manager, the Technical Analyst II is responsible for the installation, configuration, maintenance, upgrading, and support of IT systems that align with the operational needs of the University. This position serves as a key technical resource for addressing end-user desktop incidents and requests reported to the Service Desk. Complex issues beyond the scope of this role will be escalated to senior-level support personnel.

Key Responsibilities:

  • Deliver advanced desktop support and technical assistance, utilizing strong interpersonal and customer service skills for faculty, staff, and medical providers.
  • Install, troubleshoot, and repair hardware and software in accordance with established standards and guidelines.
  • Analyze and provide hands-on support for moderate to advanced technical inquiries, coordinating with appropriate technical areas or vendors as necessary.
  • Collaborate with Clinical Engineers to resolve issues related to clinical software and hardware.
  • Foster productive relationships with internal customers through effective communication and clarification.
  • Document each incident or request thoroughly, escalating complex problems to the next level of support as needed.
  • Conduct preventative maintenance and provide training to users on technology.
  • Oversee front-line support for Audio/Visual equipment, identifying and documenting faults within complex systems.
  • Mentor junior staff and contribute to the development of team processes and technology discipline.
  • Recommend improvements for the implementation and support of IT equipment and software.
  • Administer and monitor the performance of assigned technologies, performing necessary maintenance and upgrades.
  • Maintain confidentiality regarding all aspects of patient care and employee information.
  • Perform other duties as required to achieve organizational objectives.

Qualifications:

Required: High School Diploma/GED with 2 years of relevant experience, or an Associate's Degree in a Computer Science-related field with one year of experience. Basic certification in A+ and Microsoft Products is necessary, along with working technical knowledge of network protocols and operating systems.

Preferred: CompTIA A+ and Network+ certifications, Apple Certified Support Professional, and a Bachelor's Degree in Computer Science, Information Systems, or a healthcare-related field.

Salary:

$52,000 + depending on qualifications.

Working Conditions:

  • May work in various weather conditions.
  • May encounter standard office conditions and potential exposure to chemicals.
  • Repetitive use of a keyboard and manual dexterity required.
  • Occasional weekend, overtime, and evening work may be necessary.

Required Materials:

  • Resume/CV
  • Three work references with contact information; at least one reference should be from a supervisor.
  • Letter of interest.

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.

Equal Opportunity Employer:

The University of Texas at Austin is committed to a policy of equal opportunity for all persons and does not discriminate based on race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status.