Desktop Support Specialist, Office of the Vice President for Research, Scholarship, and Creative Endeavors

Job Posting Title:Desktop Support Specialist, Office of the Vice President for Research, Scholarship, and Creative Endeavors----Hiring Department:Office of the Vice President for Research, Scholarship and Creative Endeavors----Position Open To:All Applicants----Weekly Scheduled Hours:40----FLSA Status:Non-Exempt from FLSA----Earliest Start Date:Immediately----Position Duration:Expected to Continue----Location:AUSTIN, TX----Job Details:General NotesThe mission of the Office of the Vice President for Research, Scholarship and Creative Endeavors (OVPR) is to foster the expansion of the scale, quality, and impact of scholarly endeavors at UT Austin. We are committed to building capacity, promoting interdisciplinary collaboration, and lowering the barriers and burden involved in scientific and creative inquiry through the development of an investigator-focused infrastructure that supports the needs of UT Austin's research enterprise.UT Austin offers a competitive benefits package that includes:  100% employer-paid basic medical coverage  Retirement contributionsPaid vacation and sick timePaid holidaysPotentially eligible for hybrid telework schedulePlease visit our Human Resources (HR) website to learn more about the total benefits offered.PurposeResponsible for assisting university employees with a wide variety of questions and problems about software, hardware, desktop, network, and systems supported by the Office of the Vice President for Research, Scholarship and Creative Endeavors (OVPR). This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware while ensuring optimal system and network performance.ResponsibilitiesServe as a primary point of contact for end-user applications and desktop support requests via Service Now from the OVPR 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.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.Conduct office moves and setup of computer equipment, phones, and occasional boxes and/or supplies.Assist other technical support staff as needed.Other related functions as assigned.Required QualificationsDemonstrated experience in IT customer service and/or help desk environment.Experience installing and supporting hardware, software and networked systems in a multi-protocol environment.Considerable knowledge of computer and peripheral operations, installation, imaging, and troubleshooting. Previous success in providing customer-oriented IT service and support within an IT support group. Excellent interpersonal skills, including verbal, nonverbal, and written communication. Demonstrated success working independently and in a collaborative team-oriented environment that balances multiple projects. Ability to maintain and manage information and documentation in an organized manner. Ability to perform tasks with attention to detail and with discretion for sensitive information.Relevant education and experience may be substituted as appropriate.Preferred QualificationsMore than three years’ experience, A+, Microsoft or Apple certifications.Experience using SCCM and Jamf for management of PC and Mac systems.Salary Range$55,000 + depending on qualificationsWorking ConditionsMay work around standard office conditions Repetitive use of a keyboard at a workstation Use of manual dexterity Required MaterialsPlease mark "yes" on the application for required materials. Failure to attach all additional materials listed may affect candidates being considered for the position.Resume/CV 3 work references with their contact information; at least one reference should be from a supervisor. Letter of interest Important for 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 that ALL Required 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 questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.----Employment Eligibility:Regular staff who have been e