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Job Details:

The is the college of creativity at The University of Texas at Austin-a home for artists, performers, designers, scholars, educators, makers and creatives ready to change the world.

The College of Fine Arts is looking for a talented and motivated individual to join our team as a Desktop Support Specialist. The ideal candidate will be responsible for providing various forms of technical support, in a predominantly Mac environment, to the faculty and staff in order to help meet business, creative, instructional, and research needs.

This job description may not contain all assigned duties, responsibilities, or aspects of the job described.Even if you don't feel you qualify or have specific experience in every facet of this role, we encourage you to apply for this or any other role, in which you're personally interested and believe you can drive positive change at the College of Fine Arts.

This position is eligible for a hybrid Flexible Work Arrangement (FWA) (on-campus and remote work). FWA arrangements are subject to manager approval and may shift due to changes in business needs.

To provide various forms of technical support in a predominantly Mac environment, to the faculty and staff within the College of Fine Arts to meet business, creative, instructional, and research needs.

• Customer-Focused Support: Provide customer-focused, remote and onsite end-user support for computers, peripherals, and IT services by installing, monitoring, diagnosing, repairing, maintaining, imaging and upgrading computer hardware, software, and peripheral equipment to ensure optimal workstation performance and data backup. Support mainstream as well as specialized software applications. Coordinate customer needs with existing external IT service offerings.

• Change Management: Assist in facilitating IT asset change management for the Fine Arts IT team processes including: procurement, inventory, preparation, deployment, and process equipment for end-of-life.

• Computer Lab Support: Provide computer lab and other kiosk-based device support including imaging, incident resolution and change management.

• System Maintenance: Maintain and update accurate information efficiently across several systems, including but not limited to: support issues, procurement and inventory management. Record and track support requests using incident and request management systems.

• Projects as Assigned: Manage small, medium and large-scoped projects, assist on other projects as assigned.

• Operational Network Planning and Support: Troubleshoot endpoint device networking issues, patch/map in comm closets, plan small projects and assist on larger projects requiring base networking as assigned.

Minimum of two years of work experience in the following areas:

• Providing macOS and Windows desktop support in an IT Help Desk environment to end users by responding to customers, diagnosing, assessing, recommending and delivering solutions.

• Performing thorough troubleshooting, maintenance, upgrades, installations, and configurations on hardware, software, and peripherals on computers that contain critical organizational data, perform vital workflow and connect to a variety of secure servers and cloud-based services.

• Protecting complex and sensitive user data on enterprise computers in storage and in transit as an IT custodian.

• Triaging help desk incidents and requests in a central ticketing system

• Using phone, in-person and remote support contact methods.

• Knowledge and Experience in supporting common applications and suites. (e.g., Microsoft Office 365).

• Demonstrated proficiency with macOS and Windows platforms in a networked environment.

• Ability to provide effective customer support through incident management ticketing system in a tiered support model.

• Skills to execute information security best practices for machine hardening (OS and software layer) with user data and workflows.

• Ability to follow technical support procedures and policies.

• Effective Communications

• Service Excellence

• Accuracy and Attention to Detail

• Managing Multiple Priorities/Triage

• Initiative

• Teamwork

Relevant education and experience may be substituted as appropriate.

• Experience supporting faculty and staff in a college or university setting.

• Experience in UT Austin IT environment.

• Experience working in a multi-discipline IT team environment (e.g., Help Desk/Networking/Systems/Audio & Visual).

• Experience managing multifunction network printers.

Any or combination of the following certifications:

• CompTIA A+ or other IT industry certifications relevant to skill

Experience with specific tools:

• Service Now

• Office 365 Suite

• Code 42

• JAMF

• BeyondTrust (Bomgar)

• macOS Terminal/Command Line

• Box.com (Enterprise)

$55,000, fixed salary

• This position is eligible for a Hybrid Flexible Work Arrangement (remote + on-campus).

• Repetitive use of a keyboard and a mouse at a workstation

• Prolonged screen time

• Use of manual dexterity.

• Use of visual and audio tools.

• Lifting, moving and transporting equipment.

• Climbing stairs.

• 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:

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Retirement Plan Eligibility:

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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 ,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 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:

• [PDF]
• [PDF]
• [PDF]
• [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 .

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